Amanda Bishop
Verbena,AL
Summary
Dedicated Chat Support Representative with over 7 years of experience in customer service and support roles. Proven track record of enhancing customer satisfaction and support efficiency through innovative solutions. Expert in handling high-volume interactions, reducing wait times, and improving resolution rates. Recognized for outstanding service and excellence in customer support.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Chat Support Representative
Dees Communication
03.2024 - Current
- Resolved 95% of customer queries efficiently.
- Maintained a 98% customer satisfaction rate.
- Utilized CRM systems proficiently for tracking customer interactions, updating records, and managing follow-up actions as necessary.
- Promoted upselling opportunities where appropriate while remaining focused on delivering exceptional service within each interaction.
- Collaborated with other departments, such as Sales or Technical Support, to ensure seamless customer service experiences.
- Reduced escalations to higher-level support teams by successfully addressing customers'' issues at the first point of contact.
- Handled over 150 chat interactions daily.
- Collaborated with team members to share best practices for handling complex inquiries and improving overall performance.
Support Associate
Nations Benefits
01.2025 - 01.2026
- Achieved a 50% reduction in ticket resolution time.
- Processed 300+ support cases weekly.
- Enhanced support processes to improve efficiency.
- Assisted patients with understanding their benefits, coverage limitations, and financial responsibilities related to medical services received.
- Improved patient satisfaction by efficiently processing medical insurance claims and addressing inquiries.
- Coordinated across departments to ensure seamless communication regarding patient accounts, claim statuses, and dispute resolutions.
- Managed high call volume while maintaining accuracy and professionalism in documentation of interactions with customers.
- Kept informed about updates within the field through regular participation in industry conferences and training sessions, applying new knowledge to improve performance.
- Mitigated potential fraud risks by verifying patient information and conducting thorough background checks for eligibility verification purposes.
- Maintained detailed case files, facilitating easy retrieval of information for future reference or audits.
Customer Service Specialist
Conner Industries
05.2019 - 03.2024
- Tracked customer interactions using CRM software, helping the team identify trends and areas of improvement in service delivery.
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Collaborated with team members to create effective strategies for improving overall customer experience.
- Actively participated in team meetings and professional development workshops, continuously seeking opportunities to enhance skills and provide exceptional customer service.
- Responded to customer requests for products, services, and company information.
- Educated customers about billing, payment processing and support policies and procedures.
- Exhibited high energy and professionalism when dealing with clients and staff.
Office Manager
Kritter Kreations
01.2010 - 03.2019
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Coordinated office events and meetings, ensuring timely execution and optimal scheduling for all participants.
- Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
- Developed comprehensive policy manuals outlining procedures and guidelines, contributing to a well-organized workplace culture.
- Assisted in the recruitment process, conducting interviews and onboarding new employees to promote a seamless integration into the team dynamic.
- Contributed to workplace safety by ensuring compliance with established emergency protocols and conducting regular equipment inspections.
- Reduced costs with meticulous budget monitoring and expense tracking for essential supplies and equipment.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Improved team morale and cohesion with regular team-building activities and open communication channels.
- Managed scheduling and coordination of all office meetings to ensure smooth operations and minimal conflicts.
Education
Bachelor of Science - Information Technology
Strayer University
Washington, VT12-2026
Skills
- Customer Service
- Chat Support
- Problem Solving
- Communication Skills
- Multi-tasking
- Technical Support
- Conflict Resolution
- Time Management
- Bookkeeping
- Financial planning
- Invoicing and collections
Certification
- CBCS - Certified Billing and Coding Specialist
Timeline
Support Associate
Nations Benefits
01.2025 - 01.2026
Chat Support Representative
Dees Communication
03.2024 - Current
Customer Service Specialist
Conner Industries
05.2019 - 03.2024
Office Manager
Kritter Kreations
01.2010 - 03.2019
Bachelor of Science - Information Technology
Strayer University