Joyce Mitchell

Results-driven customer service professional with experience providing member-focused support, resolving inquiries, and delivering high-quality service in fast-paced environments. Demonstrate strengths in communication, problem solving, documentation, and customer support while consistently supporting quality and satisfaction goals. Recognized for building trust, responding to member needs with professionalism and empathy, and delivering accurate, efficient support.

CCR III - CVS Health

(2020-11)

Advanced through frontline customer service roles from CCR I, CCR II to CCR III, strengthening skills in customer support, issue resolution, documentation, quality performance, and service excellence within a high-volume call center environment.

• Consistently meets or exceeds quality expectations month over month through accurate documentation, effective issue resolution, and strong call handling practices
• Consistently meets or exceeds OSAT expectations through high-quality call handling, effective communication, and customer-focused service
• Resolves customer inquiries by researching concerns, identifying needs, documenting outcomes, and delivering clear, accurate support
• Educates customers on available resources and helps them navigate options with professionalism, empathy, and efficiency
• Anticipates customer needs and provides proactive solutions to improve satisfaction and strengthen the service experience
• Demonstrates strong frontline service skills in active listening, problem solving, de-escalation, communication, and first-call resolution

Emergency Medical Technician

(2015-04 - 2019-11)

• Responded to urgent situations with professionalism, sound judgment, and a calm, service-focused approach
• Assessed needs quickly, gathered critical information, and communicated clearly to support effective patient care
• Monitored patient condition, documented observations, and maintained accurate records in fast-paced environments
• Coordinated closely with paramedics and hospital staff to support smooth communication and continuity of care
• Provided support during high-pressure situations requiring teamwork, attention to detail, and timely decision-making
• Delivered compassionate care while maintaining professionalism, urgency, and clear communication with patients and care teams

General Studies - Baton Rouge Community College

Emergency Medical Technician, Healthcare - Louisiana Vocational, Baton Rouge, LA (2002-02)