Customer Service Representative

Joy N. Wilson

**** **** **. *** *, Lexington, KY 40517

Phone 859-***-**** . ********@*****.***

Business Service Representative

Providing Exceptional Service...Building Loyal Relationships...Solving

Problems...Achieving Organizational Goals

. Dynamic customer service professional experienced in both call-center

and medical settings.

. Recognized in delivering on commitments and ensures actions are

consistent.

. Strategic-relationship/partnership-building skills-listen attentively,

solve problems creatively, and use tact and diplomacy to find common

ground and achieve win-win outcomes.

. Ability to adapt and excel in challenging and competitive

environments.

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EXPERIENCE

Business Service Representative, Kentucky Utility Company, 02/2012- Present

. Handle customer inquiries, complaints, billing questions and payment

extension/service requests.

. Repair complex issues with customers, locate resources for problem

resolution and design best-option solutions.

. Maintains up to date case notes in customer database system

. Manage approximately 50-125 inbound calls on a daily basis in a busy

fast paced business Call Center.

. Communicates with various individuals and businesses, handling inbound

calls from representatives, clients, customers & branch managers.

. Maintains Volts and Empower eSchedule Planner (ESP) for payroll and

scheduling

Patient Service Coordinator II, Clinical Research, 2008-02/2012

. UK College of Medicine, in Lexington, KY

. Managed clinic/office operations and provided excellent customer

service

. Gathered information and register patients accurately

. Utilized SAP system to order supplies and complete training modules

. Maintained standard operation procedures and other office

documentation

. Scheduled appointments and room usage in Outlook

. Continually sought to improve processes and effectiveness

o Initiated and implemented transition from paper forms to

electronic records

o Helped develop medical questionnaire for Clinical Research

Department

Patient Relations Assistant I, Admitting Department, 2007-2008

UK Chandler Medical Center, Lexington, KY

. Provided excellent customer service to patients while completing

admission process

. Collaborated with staff professionals in obtaining information,

including pre-certification notice, insurance updates and

demographics

. Acted as an intermediary between the professional/clinical staff and

the patients

. Assumed responsibility for daily admissions and outpatient procedures

for hospital

. Utilized hospital paging system

. Managed customers, conflicts and challenging situations

Joy N. Wilson-page 2

EDUCATION

Masters of Science Degree in Human Resource Leadership May 2015

Sullivan University, Lexington, KY

Bachelors of Business Administration Degree in Administration Management

May 2012

Morehead State University, Morehead, KY

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SKILLS

Skill Name Skill Level Experience

Customer Service Expert 10+ years

Call Center Service Operations Intermediate 1.5 years

Data Entry/Records Management Expert 10+ years

Multi Phone Use/Switchboard Operator Expert 8 years

MS Word, Excel and Access Expert 10+ years

SAP Intermediate 5 years

HQPM Expert 5 years

WebCamp Scheduling Expert 4 years

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