Joycelyn Ross
Monroe,US
Summary
Consistently maintained high customer satisfaction ratings, I also worked with company systems such as Live Support and diligently completed all assigned tasks, working overtime as needed. I have Researched, calmed and rapidly resolved client/ customers conflicts to prevent future problems and most importantly I have always completed all jobs with 100% of my worth ethic.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Customer Care Specialist
CareFirst BCBS
Owings, MD
11.2023 - 05.2024
- Structured Query Language or SQL which is the standard language used to communicate with databases
- Possessed excellent analytical skills to identify potential risks and vulnerabilities in software applications
- Reviewed software requirements, test plans, and test cases to ensure that all aspects of the application are thoroughly evaluated
- Identifying even the smallest deviations from expected behavior can prevent major issues
- Possessed strong problem-solving abilities to identify the root causes of issues, propose potential solutions, and work with the development team to implement necessary fixes
- Familiarity with test automation frameworks and tools
- Adapted to new methodologies, tools, and frameworks and continuously enhanced skills through self-learning and professional development opportunities
- Documented testing processes, findings, and recommendations accurately and comprehensively
Customer Service Representative (CSR)
Teleperformance
Shreveport, Louisiana
06.2021 - 10.2023
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service
- Remained calm and professional in stressful circumstances and effectively diffused tense situations
- Demonstrated excellent communication skills in resolving product and consumer complaints
- Assisted customers with making payments or establishing payment plans to bring accounts current
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor
- Provided outstanding service to new and longstanding customers by attending closely to concerns and developing solutions
- Asked probing questions to determine service needs and accurately input information into electronic systems
- Consulted with customers to resolve service and billing issues
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions
- Set up and activated customer accounts
- Mentored new employees on procedures and policies to maximize team performance
- Improved customer service wait times to mitigate complaints
- Led team engagement to assist cross-functional departments and achieve goals
- Answered inbound calls, chats and emails to facilitate customer service
Mid shift Manager
Chicken Salad Chick
Monroe, LA
05.2019 - 04.2021
- Recruited, interviewed, and trained staff to follow restaurant procedures
- Maintaining safety and food quality standards
- Maintained happy customers, getting their feedback on the experience and handled complaints
- Organized schedules, keeping track of employees' hours and recording payroll data
- Ordered food, linens, gloves and other supplies while staying within budget limitations
- Supervised daily shift operations, including front- and back-of-house restaurant operations
- Controlled operational costs and identifying ways to cut waste
- Appraised staff performance and disciplined or retrained employees to correct poor performance
Overnight Stocker
Walmart
Monroe, Louisiana
02.2018 - 05.2019
- Verified stock is rotated
- Arranged merchandise and keep shelves filled
- Ordered merchandise that is running low
- Packed and unpacked merchandise received or sold in the store
- Scanned barcodes and complete price checks for customers
- Filled warehouse orders
- Helped customers find products they need
- Searched the stockroom for merchandise as needed
Education
Associates Degree - Business and Technology
Louisiana Delta Community College
Monroe, Louisiana11.2017
High School Diploma -
Ouachit Parish High School
Monroe, Louisiana05.2015
Skills
- Service Product Knowledge
- Database Management
- Supervising
- Team Oriented
- Customer Service
- Customer Care
- Communication
- Interpersonal Skills
- Adaptability
- Time Management
- Problem Solving
- Inbound Calling
- Outbound Calling
Certification
- Customer Service Specialist
- QA Retrieval
- Project / Safety Management
- Business Technology
- Nursing Assistance
Accomplishments
- Consistently maintained high customer satisfaction ratings.
- Worked with company systems such as Live Support and diligently completed all assigned tasks, working overtime as needed.
- Researched, calmed and rapidly resolved client conflicts to prevent loss of key accounts.
- Assisted in the managing of the company database and verified, edited and modified members information.
Timeline
Customer Care Specialist
CareFirst BCBS
11.2023 - 05.2024
Customer Service Representative (CSR)
Teleperformance
06.2021 - 10.2023
Mid shift Manager
Chicken Salad Chick
05.2019 - 04.2021
Overnight Stocker
Walmart
02.2018 - 05.2019
Associates Degree - Business and Technology
Louisiana Delta Community College
High School Diploma -
Ouachit Parish High School