Joyce V. Williams Email & Phone Number

Williamsville, Ny

Buffalo/Niagara, New York Area

Responsible for updating and maintaining Excel spreadsheets (CHP PE-TE/ CHP Recert) and tracking membership retention efforts. • Responsible for working and maintaining IM Research mailbox where complex Individual Market enrollment and billing issues are sent for research and resolution. • Researches complex billing and enrollment issues for the Individual Market Call Center and communicates findings and resolutions • Works with multiple departments to resolve customer concerns efficiently.• Communicates with members frequently to gain additional information, complete research and ensure resolution of issues promptly. • Maintains and monitors the Excel Customer Care Daily Tracker to identify, prioritize and track escalated, repeat and aged issues

Buffalo, New York

Contact customers in response to inquiries or to notify them of claim investigation results and any planned adjustments. Resolved customer service or billing complaints performing activities such as exchanging merchandise, refunds, or making adjustments to their bills. Kept records of customer interactions, transactions and recordings detailing inquires, complaints, comments and action taken. I also submitted orders requesting tests to determine the cause of any product malfunctions.

Handled incoming calls or inquiries from prospective customers or clients with 95% customer satisfaction rating. * Assisted customers effectively by troubleshooting and resolving service issues. * Provided clear and customer focused explanations of products and services. * Discusses products offered and ensures customer satisfaction * Tactfully handled confrontational or stressful interactions with dissatisfied customers; 85% retention rating.

Developed, planned, marketed and executed events within the retail and collegiate industry.* Responsible for all aspects of event management, including site selection, contract negotiation, transportation and accommodations, and cancellation issues.

Handled incoming calls and inquiries from prospective customers or clients with 98% customer satisfaction rating. * Assisted customers effectively by troubleshooting and resolving service issues. * Provided clear and customer focused explanations of products and services. * Discusses products offered and ensured customer satisfaction * Effectively handled confrontational or stressful interactions with dissatisfied customers; 96% retention rating. * Completes supporting paperwork and data entry as required

A. S, General Studies

Dental Assisting

Activities and Societies: Dental Assisting National Board-DAMB certified