Amanda Horne
Phenix City,AL
Summary
Personable and dedicated Customer Service Representative with extensive experience in the banking and restaurant industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Professional with proven ability to handle customer claims with precision and efficiency. Strong skills in problem-solving, communication, and empathy, ensuring customer satisfaction and resolution. Known for fostering team collaboration and adapting to changing needs, driving positive outcomes and reliability.
Overview
23
23
years of professional experience
Work History
Claims Customer Care Representative
Aflac
Columbus, Ga
05.2024 - Current
- Resolved customer inquiries regarding claims status and policy details, enhancing customer satisfaction.
- Processed and documented claims efficiently, ensuring compliance with company policies and procedures.
- Collaborated with internal teams to streamline claims processing workflows, improving turnaround times.
- Trained new representatives on claims handling procedures, fostering a knowledgeable team environment.
Guest Care Specialist
Panera Bread
09.2023 - 11.2023
- Uphold privacy and security requirements established by Panera Bread's guidelines.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Ensured that customers who called in with an issue or concern felt that their voice was heard.
- Reviewed account and service histories to identify trends and issues.
- Fielded customer complaints and queries, fast-tracking them for problem resolution.
- Exceeded company productivity standards on consistent basis.
Customer Care Representative II
Synovus
11.2019 - 05.2021
- Uphold privacy and security requirements established by Synovus regulatory agencies.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Assisted customers in making payments on accounts, setting up payment plans, account discrepancies, documents requests and fees.
- Reviewed account and service histories to identify trends and issues.
- Fielded customer complaints and queries, fast-tracking them for problem resolution.
- Assessed customer needs and upsold products and services to maximize sales resulting in at least 5 referrals monthly.
- Worked with supervisor to develop customer service improvement initiatives.
- Exceeded company productivity standards on consistent basis.
Retail Associate
Panera Bread
10.2018 - 04.2019
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Interacted with customer service team to deliver consistent, exceptional service to all guests.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Responded to customer requests for products, services, and company information.
- Processed customer service orders promptly to increase customer satisfaction.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
Lead Server Trainer
Cracker Barrel Old Country Store
07.2006 - 06.2017
- Trained new employees on service standards and menu items to improve onboarding processes.
- Resolved guest issues related to food quality, service times and incorrect orders.
- Multitasked effectively to deliver menu items to guests.
- Performed side work such as cleaning, restocking, polishing silverware and preparing tables for next shift.
- Informed guests on recipes with attention to particular allergens.
- Promoted specials and seasonal items with detailed descriptions of dishes.
Key Holder
Shoe Show
01.2003 - 01.2005
- Trained and helped supervise staff to develop and maintain store revenue, team customer service skills and product knowledge.
- Supervised bank deposits and security procedures to support store opening and closing.
- Coordinated floor moves, merchandising and display maintenance and monitored floor stock to keep popular items available to buyers.
- Accomplished sales goals by engaging customers, delivering top-notch service and promoting special items.
- Partnered with store leadership team to learn and understand management processes and reports.
- Maximized customer satisfaction by empowering staff to handle customers' issues and deliver top-notch service.
Education
Bachelor of Science - Health Science
Columbus State University
12-2024
Certificate - Health Science
Columbus Technical College
05-2015
Phlebotomy - undefined
Step One Health Agency
05-2012
GED - undefined
Tillinghurst
03-2009
Skills
- Claims processing
- Follow-up skills
- Compliance awareness
- Organization
- Critical thinking
- Computer proficiency
- Medical terminology
- Documentation
- Skilled in Microsoft Office, Teams and Word
Accomplishments
- Volunteer for parents of children with disabilities March 2019 - Current Parent to Parent
- Family Support Worker for Families Helping Families Assist families with finding the necessary programs and or medical options in their area to assist with disabled children.
Languages
English
Timeline
Claims Customer Care Representative
Aflac
05.2024 - Current
Guest Care Specialist
Panera Bread
09.2023 - 11.2023
Customer Care Representative II
Synovus
11.2019 - 05.2021
Retail Associate
Panera Bread
10.2018 - 04.2019
Lead Server Trainer
Cracker Barrel Old Country Store
07.2006 - 06.2017
Key Holder
Shoe Show
01.2003 - 01.2005
Certificate - Health Science
Columbus Technical College
Phlebotomy - undefined
Step One Health Agency
GED - undefined
Tillinghurst
Bachelor of Science - Health Science
Columbus State University