Joycelyn Goodman
Birmingham,AL
Summary
Experienced Customer Service Specialist with over 10 years of top-notch expertise in oral and written communication, active listening and analytical problem-solving skills to identify and prevent potential fraud; with a passion to promote lasting customer satisfaction by delivering quality service and unparalleled support. Natural ability to enhance customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty.
Overview
10
10
years of professional experience
Work History
Customer Service Specialist I
Pacific Life Insurance Company
02.2023 - Current
- Communicate with customers by phone or in writing; take on average 20-25 calls daily; by request, sent callers information via emails and fax
- Utilize multiple systems such as Salesforce, FileNet, MainFrame to answer questions quickly and proficiently.
- Take payment information and other pertinent information such as addresses and phone numbers to update information.
- Build strong customer relationships, establishing confidence, trust and rapport to ensure customers have a positive experience and perception of Pacific Life.
- Track customer interactions using CRM software, helping teams identify trends and areas of improvement in service delivery.
Customer Service Specialist II
Blue Cross Blue Shield Of Alabama
08.2014 - 07.2022
- Provided world-class customer service, education of healthcare benefits, technical assistance and claim support to customers.
- Handled on average 90-120 inbound calls per day. If requested, used chat, email or fax to form customer relationships.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues by actively listening to members
- Utilized multiple systems, such as BlueCare, CIS, BOL, JIVA, GEMS, AIM and EviCore to research information to resolve customer questions or issues
- Supported customer complaints and internal teams with troubleshooting errors and network issues with online services or app
- Took secure payment information and updated other pertinent information such as addresses, name changes, SSN and DOB
- For one year I worked in BCBSAL Insurance fraud department and investigated and analyzed suspicious claims. I collaborated with internal teams to develop fraud prevention strategies to cut down on fraudulent activities.
Education
High School Diploma -
Shades Valley High School
Irondale, ALAssociate of Arts - Liberal Arts And General Studies
Virginia College - Birmingham
Birmingham, AL09.2003
Skills
- Remote worker with 7 years of WFH experience
- Technical troubleshooting
- Excellent decision-making and critical thinking abilities
- Escalation Management
- Proficient interpersonal skills
- Efficient and Detail-Oriented
- Outstanding organizational, multitasking and problem-solving abilities
- Excellent communication skills with a focus on team-building and customer relations
- Remarkable ability to manage multiple priorities
- Master of Microsoft Office and Google Suite
- Typing speed of >60wpm
- Call Center experience
Timeline
Customer Service Specialist I
Pacific Life Insurance Company
02.2023 - Current
Customer Service Specialist II
Blue Cross Blue Shield Of Alabama
08.2014 - 07.2022
High School Diploma -
Shades Valley High School
Associate of Arts - Liberal Arts And General Studies
Virginia College - Birmingham
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