Customer Service Call Center

Joice Justice Fugh

615-***-**** * **********@*****.***

Personal Profile

Energetic, dedicated and visionary Leader with strong interpersonal skills. Proven ability to work effectively with people of varies ages, abilities, cultural background, and socio-economic statues; 32 years of Client Relationship work experience including 19 years of management experience with a concentration in Administrative, Call Center & Customer service. Long time passion and interest in volunteering in the community.

Congenial and enthusiastic contributor and supporter of team goals.

Excellent organizational and presentation skills.

Proven ability to prioritize and handle multiple tasks in a challenging environment.

Key Strengths

Passionate leader with proven abilities to develop lasting relationships by gaining the trust of colleagues, superiors, and peers alike. Resourceful and innovative in problem-solving; critical thinking with the ability to trouble shoot and resolve disputes; exceptional in strength in verbal and written communication skills; executive coaching, flexibility and adaptability; Quick leaner.

Expertise in coordinating and supervising activities.

Enjoy working in a fast-paced environment; highly detailed oriented.

Friendly team player with high quality and professional ethical manners.

Employment History

Administrative coordinators: Heritage Medical Associates 2020 - Present

organization create and execute schedules, manage company budgets, greet and communicate with staff and guests, and maintains effective workflow in the office.

Delegating tasks to appropriate team members.

I serve as a point of contact by linking employees, internal departments, and customers.

Appeals Litigation Specialist with the Division of Tennessee Care

State of Tennessee Nashville, 2018 to 2020

Responsible reviewing eligibility documents to determine if TennCare policies have been upheld

Prepare review information packets

Provide evidence and testimony to support

Customer Service Insurance Analyst

DXC Nashville, TN 08/20/15-12/2018

Analytic thinking aimed at resolving customers’ issues in a proactive manner

Able to find conflict resolution without losing self composure

Detail-oriented and efficient in providing customer service in adverse situations

I was able to depersonalizing self with customers, since I was working with

Insurance claims, I was also able to utilize humor in a stressful interactions.

Administrative Assistant

Walker & Associates Memphis, TN 08/2013-05/2015

Facilitated customer satisfaction through immediate resolution of conflicts for strengthened client retention and loyalty

Expertly managed phones, voicemail and scheduling, ensuring all requirements are anticipated and met

Implemented initiatives for staff training and development

Established and maintained Human Resource files

Liaison between all impacted departments to ensure proper communications and reporting practices

Organized the details of special events, travel arrangements, corporate agendas and itineraries

Processed monthly expense reports reflecting supporting documents and budget codes

Client Service Coordinator

H&R Block, Memphis, TN 12/2010-04/2015

Provide office clerical support to management, tax preparers and customers.

Increased reoccurring clientele by assuring all current and future needs are met

Matched clients with the best suited tax professionals for their needs

Greeted clients in a personalized, friendly and inviting manner

Arbitrated workflow planning and office appointment scheduling.

Responsible for intake of inbound calls and accurate documentation of customer’s information.

Client Service Coordinator (Contract Employment)

Memphis Lights Gas & Water, Memphis TN 12/2011-05/2012

Increased customer satisfaction 35% by investigating clients’ problems and made speedy solutions

Operated Point-Of-Sale System for accuracy and consistency

Reviewed and monitor accounts for adjustments, resolution and credits

Customer Service Supervisor

ASHANA, LLC. Memphis, TN 07/2003-10/2011

Supervised department of 35 customer service employees

Recruited, hired and developed prospective employees

Recipient of “Customer Service Supervisor Of The Year Award” 2003-2010

Facilitated performance reviews and appraisals

Administered and approved payroll implementation

Implemented workflow planning and departmental prioritization

Coordinated travel reservations, meetings and conference planning

Chaired customer service resolution issues and retention goals

Academic Background

Texas Southern University, Houston, TX

Bachelor of Science, Psychology 1982

University Of Dallas, Dallas TX

Master Degree, Industrial Psychology 1986

Computer Skills

Microsoft Office: Word, Excel, Access. Sable Airline Reservation System, Property Management

System, Outlook

Achievements

Graduated Cum-Lauda, Alpha Kappa Alpha Sorority

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