Amanda D. Conyers
Cary,NC
Summary
Customer Service Representative with background in providing exceptional support and resolving customer inquiries. Skilled in communication, problem-solving, and maintaining positive relationships with customers. Demonstrated ability to improve customer satisfaction and loyalty through attentive service and effective issue resolution. Committed to enhancing team performance by sharing knowledge and best practices in customer service operations.
Overview
12
12
years of professional experience
Work History
Customer Care Representative
Alorica/CVS Health
Cary, USA
11.2024 - Current
- Handles customer service inquires via telephone and/or email answering question to resolve problems
- Educate and assist customers with various benefit plan information and support them in managing their health
- Coordinate efforts between departments to successfully resolve service issues and improve processes to enhance service deliver
- Serves as a Subject Matter Expert (SME) to assist with technical assistance when needed on call related issues and/or system applications
- Coach and train in the development of the call center
Customer Care Consultant
MetLife
Cary, USA
05.2019 - 08.2024
- Handles customer service inquires via telephone and/or email answering question to resolve problems
- Maintains quality service by following policies and procedures; reporting needed changes, and contribute to team effort by accomplishing related results
- Used computerized systems for tracking, information gathering and/or troubleshooting
Customer Care Specialist
Assurant, LoanCare, LDCCV
Florence, USA
06.2017 - 04.2019
- Answer question and responds to requests, inquiries, and complaints in a timely and professional manner
- Review and research claim information provided, make appropriate follow-up calls to resolve issues, and process claim checks following standard policies and procedures
- Efficiently and accurately enter information into company proprietary to initiate claims
SRC Representative
Palmetto Health Richland
Columbia, USA
01.2017 - 06.2017
- Obtained clear, concise information from the customer to be able to dispatch the service provider in a timely manner
- Completed follow-up calls with the customers to ensure customer satisfaction
- Fostered collaboration among team members, and other supported departments
- Responsible for performing and coordinating clerical and general office duties
Claims Customer Service Advocate II
Blue Cross Blue Shield of SC
Florence, USA
02.2013 - 08.2016
- Company Overview: ADP Security Clearance through Defense Health Agency
- Anticipated customer needs to resolve complaints in a timely and efficient manner
- Processed complex claims requiring further investigation, including coordination of benefits, and resolving pended claims
- Review and compare information in computer systems and apply proper codes/documentation
- Placed outgoing calls to providers and/or pharmacies for further investigation before processing claims
- Excellent communication skills both verbal and written with the ability to read and understand written materials and write it clearly
- ADP Security Clearance through Defense Health Agency
Education
Associate of Applied Science - Medical Office Management
Kaplan University
Davenport, IA01-2011
Skills
- Microsoft Word
- PowerPoint
- Institutional Medical Claims
- Internet Savvy
- Outlook
- Technical/User Support
- Medical Terminology
- CPT
- ICD 9 & 10 Billing & Coding
- Medical Records
- Excel
- Professional Medical Claims
Timeline
Customer Care Representative
Alorica/CVS Health
11.2024 - Current
Customer Care Consultant
MetLife
05.2019 - 08.2024
Customer Care Specialist
Assurant, LoanCare, LDCCV
06.2017 - 04.2019
SRC Representative
Palmetto Health Richland
01.2017 - 06.2017
Claims Customer Service Advocate II
Blue Cross Blue Shield of SC
02.2013 - 08.2016
Associate of Applied Science - Medical Office Management
Kaplan University