Joycelyn Manning
MagnaCare
Las Vegas,NV
1
Language
18
years of professional experience
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Work History
Customer Service Representative 1
9 Months- Handles frontline Culinary, Hospitality and Alaska volumes.
- Provides excellent customer service to participants, beneficiaries, union locals and providers regarding eligibility, benefits and claims status
- Resolved customer inquiries and issues through effective communication and problem-solving techniques.
- Streamlined complaint resolution process, enhancing customer satisfaction and retention rates.
- Assisted new staff, when needed, on customer service protocols and company policies, fostering a knowledgeable team environment.
- Maintained current knowledge of assigned Plan and effectively applied knowledge in all job functions.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Identified and resolved discrepancies and errors in customer accounts.
Customer Service Representative
4 Years 9 Months- Provides excellent customer service to participants, beneficiaries, union locals and providers regarding eligibility, benefits and claims status
- De-escalated situations with dissatisfied participants or providers, providing patient assistance and support to resolve issues.
- Guided callers in navigating company website and utilizing available services effectively.
- Guide callers with navigating the company’s website and using services available to them.
- Consistently meet established performance standards, including quantity and quality call standards.
- Maintain current knowledge of assigned Plan and effectively apply knowledge in all job functions.
- Collaborated with call center professionals to enhance customer service quality and responsiveness.
- Consistently demonstrate excellent attendance and punctuality.
Senior Accounting Clerk
12 Years 5 Months- Calculated and verified all figures, calculations and documents Revamped collection procedures, dramatically streamlining processes.
- Kept records current and accurate with efficient reconciliations and variance resolution
- Balanced financial reports to ensure accuracy and consistency. and batch summaries to submit for approval.
- Supervised team of up to 4 clerks and assisted customers with over-the-phone payments using Authorize.Net payment tool.
- Calculated and verified figures and documents, revamping collection procedures to streamline processes.
- Used Peachtree to track all income and bank deposits.
- Supported clerical and administrative needs of senior department staff Reported daily revenue with accuracy, ensuring reliable financial tracking.
- Responded to numerous success driven Credit Card disputes Represents company in Small Claims Court.
Education
No Degree - Accounting
Skills
Customer relations -Proactively identifying opportunities to enhance the customer experience. Addressing and resolving customer concerns with empathy and efficiency.
Accounting accuracy
Customer service
Active listening
Critical thinking
Customer-focused mindset
Languages
TAGALOG
Native or Bilingual
Timeline
Customer Service Representative 1
MagnaCare
11.2025 - CurrentRead More
Customer Service Representative
Zenith American Solutions (Temp)
01.2021 - 10.2025Read More
Senior Accounting Clerk
Holiday Systems International
06.2008 - 11.2020Read More
Antelope Valley College
No Degree from Accounting
Read More