Joyce A. VanDyke
Arlington,TX
Summary
Encouraging individual and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Senior Assistant Customer Support Agent
Gainwell Technologies/ HMS Holdings Inc.
08.2015 - Current
- Manage over 50 calls per day.
- Handle customer inquiries and suggestions courteously and professionally.
- Actively listen to customers, handle concerns quickly and escalate major issues to supervisor.
- Answer customer telephone calls promptly to avoid on-hold wait times.
- Analyze customer service trends to discover areas of opportunity and provide feedback to management.
- Offer assistance in implementing and developing training programs.
- Provide primary customer support to internal and external customers.
Guest Services Associate
Contemporary Services Corporation.
10.2021 - Current
- Greet visitors and customers upon arrival and departure.
- Engage guests entering facility and offered to assistance with wayfinding.
- Perform concierge services for guests.
- Train new staff on correct procedures, compliance requirements, and performance strategies.
Crowd Manager
Best Crowd Management-A Guardaworld Company
05.2022 - Current
- Greet guests as they enter and leave the event
- Maintain positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintain professional demeanor by staying calm when addressing unhappy or angry customers.
- Enforce venue policies and procedures
- Report suspicious activity and violations of venue policy
- Secure locations and prohibit access to unauthorized individuals
- Follow established code of conduct and safety procedures
Customer Advocate Representative Level II
Gainwell Technologies/Cotiviti-HMS
- Increased efficiency and performance by monitoring team member productivity and providing feedback..
- Delivered prompt service to prioritize customer needs.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Maintained up-to-date knowledge of operating procedures and service level metrics.
- Developed comprehensive training materials and conducted training sessions for customer service agents.
- Cross-trained and provided backup support for organizational leadership.
- Provided exceptional customer service to high-volume customer base, resolving issues, answering inquiries and providing product information.
Insurance Verification Specialist
Gainwell Technologies/HMS Holdings Inc.
- Complied with HIPAA guidelines and regulations for confidential patient data.
- Made contact with insurance carriers to discuss policies and individual patient benefits.
- Established and maintained relationships with insurance providers for productive communications.
- Trained new staff on current, correct insurance verification procedures.
- Maintained strong knowledge of basic medical terminology to better understand services and procedures.
- Processed over 300 files daily.
Sr. Customer Service Representative
Federal Express Technology Center
07.2000 - 02.2014
- Responded to customer calls and emails to answer questions about products and services.
- Greeted customers and listened closely to problems described to determine solutions.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Processed, scheduled and executed customer orders for new and established customers.
- Collaborated with production and shipping teams to determine likely timetables and organize efficient deliveries.
- Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
- Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings.
Education
Human Resources Management
Western Governors University
Salt Lake City, UTAssociate of Arts - Elementary Education
Southern University At Shreveport
Shreveport, LA05.1998
Computer Science For Business
Louisiana State University At Shreveport
Shreveport, LAComputer Science For Business
DeVry Institute of Technology
Irving, TXHigh School Diploma -
Booker T. Washington New Technology High School
Shreveport, LA05.1983
Skills
- Team Goals
- Call Volume Analysis
- Calm and Professional Under Pressure
- Customer Support
- Problem Resolution
- Data Entry
- Policy and Procedure Adherence
- Document Review Skills
- Conflict Resolution
Certification
- Certified Private Security-Level II State of Texas - 2022-Present
Affiliations
Society For Human Resource Management
Timeline
Crowd Manager
Best Crowd Management-A Guardaworld Company
05.2022 - Current
Guest Services Associate
Contemporary Services Corporation.
10.2021 - Current
Senior Assistant Customer Support Agent
Gainwell Technologies/ HMS Holdings Inc.
08.2015 - Current
Sr. Customer Service Representative
Federal Express Technology Center
07.2000 - 02.2014
Customer Advocate Representative Level II
Gainwell Technologies/Cotiviti-HMS
Insurance Verification Specialist
Gainwell Technologies/HMS Holdings Inc.
Human Resources Management
Western Governors University
Associate of Arts - Elementary Education
Southern University At Shreveport
Computer Science For Business
Louisiana State University At Shreveport
Computer Science For Business
DeVry Institute of Technology
High School Diploma -
Booker T. Washington New Technology High School
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