Joyce Rowley
Park Hills,MO
Summary
Enthusiastic and motivated individual passionate about customer service. Team player works well both independently and within team settings to achieve goals. Skilled communicator and problem solver committed to creating positive customer experiences.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Customer Service Agent/Remote Work From Home
Alorica
11.2024 - Current
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Managed 25-30 incoming call each day.
- Addressed member concerns, providing support and resolving issues.
- Assisted members with CVS/OTC Benefits placing catalog orders thru CVS/OTC platform. Answered questions regarding their benefit.
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Assisted members with Aetna EBC(Extra benefit card) advising them of their benefit amount(s), replacement cards and activating their cards.
- Assisted members with limited insurance information, updating personal information.
- Documenting Calls- Call-related information for auditing and reporting purposes.
- Clearly communicated product features and benefits, helping customers make informed decisions about their purchases.
- Investigated and resolved customer inquiries and complaints quickly.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Met customer call guidelines for service levels, handle time and productivity.
Retail Customer Sales Associate
Big Lots
10.2018 - 03.2020
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Informed customers about special promotions and provided detailed information for various products.
- Developed and actualized customer service initiatives to decrease wait times.
- Responded to customer calls and emails to answer questions about products and services.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Utilized internal software and tools to meet customer needs and resolved issues promptly.
- Increased revenue by cross-selling and upselling products and services.
- On a customer survey I received 95 out of100. The first one for the store.
Independent Cleaning Business Owner
Joyces Cleaning Services, LLC
08.2013 - 05.2017
- Managed day-to-day business operations.
- I had 50 clients. I did all the cleaning.
- Cleaned residential homes, rentals, commercial/business.
- Handled equipment, chemicals, and materials properly and with caution.
- Emptied trashcans and transported waste to collection areas.
- Used time management and efficient cleaning methods to meet deadlines.
- Ordered and stocked cleaning supplies based on current workload and upcoming jobs.
Certified Paraoptometric Assistant
Colorado Cataract & Laser Inc.
02.2012 - 09.2013
- Greeted patients, prepared exam rooms and documented medical records to keep office running efficiently and effectively.
- Input patient information and exam findings into electronic medical records system to facilitate accurate record-keeping.
- Took medical histories and reported current concerns from patients prior to physical exam by optometrist.
- Acquainted patients with procedures and explained purpose of testing to establish consent.
- Coordinated patient scheduling, monitored patient flow throughout office and properly communicated delays.
- Instructed patients on contact lens insertion and removal and lens care guidelines.
- Assisted with dilating patients or using eye medications when directed by optometrist.
- Scheduled appointments, handled referrals and ordered supplies for optometric practice.
- Assisted with insurance questions, eligibility, and prior authorizations of medications and glasses.
- Prepared and administered medications to patients as prescribed by optometrist.
Certified Paraoptometric Assistant
Highline Vision Center
01.2011 - 01.2012
- Input patient information and exam findings into electronic medical records system to facilitate accurate record-keeping.
- Coordinated patient scheduling, monitored patient flow throughout office and properly communicated delays.
- Acquainted patients with procedures and explained purpose of testing to establish consent.
- Conducted pretest procedures to gather data before exam and make eye appointments more efficient and productive.
- Assisted with dilating patients or using eye medications when directed by optometrist.
- Instructed patients on contact lens insertion and removal and lens care guidelines.
- Assisted with insurance questions, eligibility, and prior authorizations of medications and glasses.
- Operated and maintained lensometers, refraction units, auto-refractors, and visual field analyzers for patient testing.
- Managed administrative duties with phone reception, appointment scheduling and payment processing.
Education
High School Diploma -
Central High School
Park Hills, Missouri 05.1976
Skills
- Customer Service Agent
- Call center experience
- Phone etiquette
- Professionalism
- Documentation and reporting
- Customer complaint resolution
- Reliability and punctuality
- Time management
- Excellent Communication
- Multitasking Ability
- HIPAA Compliance
- Active listening
- Payment processing
- Information verification
Certification
- CPOA - Certified Paraoptometric Assistant 2009
- First Aid/CPR Certified
Timeline
Customer Service Agent/Remote Work From Home
Alorica
11.2024 - Current
Retail Customer Sales Associate
Big Lots
10.2018 - 03.2020
Independent Cleaning Business Owner
Joyces Cleaning Services, LLC
08.2013 - 05.2017
Certified Paraoptometric Assistant
Colorado Cataract & Laser Inc.
02.2012 - 09.2013
Certified Paraoptometric Assistant
Highline Vision Center
01.2011 - 01.2012
- CPOA - Certified Paraoptometric Assistant 2009
- First Aid/CPR Certified
High School Diploma -
Central High School
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