JOYCE YVONNE MCCULLER-ODU

**** ************ ****, #*** *********, TN 37217 629-***-****

EDUCATION Tennessee State University - Nashville, TN M.Sc. – Genetics

Professional Experience

2020–2021 Comdata/Fleetcor Remote Customer Support Agent

●Responsible for handling customer issues with first call resolution for Private Label products (FuelMan MC, ARCO, Chevron, and FuelMan Non-MC accounts) and FuelMan MC.

●Provided telephonic support to the drivers, owners, merchants, and administrators of the accounts. This support included: overrides, manual adjustments, authentication of callers, ordering and blocking cards, establishing new/temp credit limits for accounts, providing transaction results, modifying account profiles, accepting account payments via check by phone, password reset, educating the caller on policy, etc.

●De-escalated calls or determined if they should be handled at the next level.

Applications used: IConnectData, Billtrust, Salesforce, Navigator, Connection Central (AS400, AS400-UAT, HOSTA, HOSTA- Admin, RS6000, Telemar, MOTOR-Software, iFleet, FleetNet, GFN, Verint-Impact 360, MCUI, and Oberthur/Smart Portal.

2018–2020 Comdata/Fleetcor

Call Center Customer Support Agent

(Duties same as above except work from home due to Covid).

September, 2019 Conduent (HCA subsidiary) Benefits Analyst II (open enrollment ONLY)

●Educated HCA employees on their healthcare benefits and assisted them in selecting the best plan for their family.

●Represented the front-end escalations, and routed calls to specific departments for those employees who needed additional support.

Applications used: KSL Tools, K-force, B-Connected Software (HCA Benefits Software Package), Password reset capabilities.

2013-2017 Medical Acquisition Healthcare, LLC Director, Owner

●Developed a healthcare management company that is licensed by the State of Tennessee and Medicare

●Responsible for maintaining executive level professionalism and qualified staff to established points of value set by the State of Tennessee

●Contracted by the State of Tennessee and Medicare to provide homecare to the disabled in the Middle Tennessee area.

2004-2013 CHS Medical Staff Development Medical Recruiting Coordinator

· Successfully supported the recruitment of nurses (CEOs, MDs, CRNA, RN, LPN, PA and NP) and pharmacists

· Maintained database and retain statistical information on open positions at our 67 hospitals

· Provided information in a monthly situation report format

· Reported directly to the VP of Administration and the HR director of that specific hospital

· Worked with marketing and outside advertising agencies to develop recruiting collaterals which included information on group/hospital profile, nurses and pharmacists benefits, organization, mission, values, geographic area highlights, links to area information on schools, and recreational activities, etc.

· Identified and sourced targeted physicians using a variety of creative and effective recruitment methods that include: journal and web advertising, mining websites, direct mail, social media, telemarketing, networking, referral programs, phone interviews, and search firms

· Responsible for "cold-calls" and completed phone screens to determine quality and fit for CHS

Served as liaison between the candidate and the hospital.

· Knowledge of Windows operating system software including, but not limited to Word, ACT!,

Excel, Publisher, Access, Taleo, Outlook and PowerPoint

Jul 2003- Mar 2004 StaffMark (American General Insurance)

Account Representative, temp position

Provided excellent customer care to subscribers of American General Life Insurance and responsible for evaluation of policies and counseling.

Oct 2001-Sept 2002 DELL Business Sales

Large Business Sales Rep

Responsible for the sale and configuration of servers, peripherals and computers for large businesses.

Sept 1996-Aug 2000 Vanderbilt Management Services (VHP, Health1-2-3, HPLT, TriPoint

Grievance Administrator (1996-2000)

Provided customer service to beneficiaries of the company’s health plans for the State of Tennessee. Later promoted to senior grievance administrator. This job entailed researching, developing and preparing all documentation and scheduling for the appeals process. This included presenting this information at a weekly meeting with the Medical Director, Department Heads and the appellant. Involved in the life of the appeals process all the way through the courts.

Sept 1985-Aug 1989 Meharry Medical College Pulmonary Research Associate

-Responsible for marketing, recruiting, writing proposals, budgeting and testing of more than 1000 subjects to participate in a study to establish pulmonary function values in Blacks.

-Interpreted, published and presented findings at several pulmonary medicine conferences.

-Managed the federal funds used to stipend research subjects/patients, ordering supplies and equipment.

-Supervised 7 people at 3 different levels.

Certifications:

Certified Dispute Mediator – Neighborhood Justice Program- Metro Department of Justice

Tennessee Licensed Life and Accident Insurance Specialist

SPSS and SAS knowledge

Certified Social Sourcing Recruiter – AIRS

Medical Acquisition Healthcare, LLC, Licensed Provider by the State of Tennessee

Medical Acquisition Healthcare, LLC, Medicare Certified

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