Amanda Lopez
Mountain,Arkansas
Summary
Call Center Customer Service Representative with 4+ years of experience delivering exceptional customer service and maintaining high data integrity. Demonstrated expertise in communication, multi-tasking, and problem-solving, with a proven track record of exceeding call targets and ensuring HIPAA compliance. Skilled in utilizing CRM software like Salesforce for accurate record-keeping, enhancing operational efficiency and team collaboration. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Call Center Customer Service Representative
Infinite Computer Solutions - Subcontracted through Molina Healthcare
2023.05 - Current
- Completed 80+ calls daily, providing warm welcomes and conducting Health Risk Assessments for Molina Healthcare Medicaid members.
- Ensured HIPPA compliance to maintain confidentiality and security of member's protected health information.
- Resolved member inquiries, providing comprehensive account information and assistance.
- Recorded detailed Salesforce records, ensuring seamless continuity of service for subsequent agents.
- Contributed to positive member experience, reinforcing reputation of Infinite Computer Solutions and Molina Healthcare. Exceeded call targets by 20%, enhancing team performance and member service.
Medical Record Retrieval Agent
Randstad - Subcontracted Through Cotiviti
2023.01 - 2023.05
- Performed 50+ HIPAA-compliant outbound calls to medical facilities, verifying provider affiliations.
- Guaranteed accurate and secure transmission of Medical Records Requests to healthcare providers.
- Researched thoroughly to locate providers when initial contact information was incorrect or outdated.
- Documented each interaction meticulously, enabling seamless handover to subsequent agents.
- Contributed to collaborative work environment by maintaining precise call logs and clear communication.
Call Center Customer Service Representative
Lifeworks – Subcontracted Through Morneau Shepell
2022.10 - 2023.01
- Assisted 35+ members with health and retirement benefit inquiries in high-pressure call center setting.
- Assured HIPPA verification to maintain confidentiality and security of members' protected health information.
- Revolutionized call procedure, slashing wait times and enhancing customer satisfaction.
- Guided members through complex statement queries, ensuring full comprehension of benefits payments.
- Maintained comprehensive call notes, enhancing team collaboration and ensuring seamless customer service.
Call Center Customer Service Representative
Randstad - Subcontracted through Walmart
2022.01 - 2022.10
- Managed high volume of calls, assisting people filing truck driving applications for Walmart Transportation Department.
- Enhanced candidate pool via strategic sourcing and recruitment.
- Improved recruitment efficiency by creating comprehensive candidate profiles in Avature.
- Facilitated clear communication through meticulous documentation in ServiceNow.
- Contributed to streamlined operations of Transportation Department.
- Accelerated candidate evaluation process, reducing time by 15%.
Call Center Customer Service Representative
Artech - New York Department of Labor for Unemployment Insurance
2021.02 - 2021.12
- Responded to 45+ customer queries empathetically as Call Center Customer Service Representative.
- Boosted operational efficiency by leading outbound project.
- Supported supervisor in call center operations, demonstrating strong leadership skills.
- Performed meticulous audits on Excel spreadsheets, ensuring data accuracy and compliance.
- Improved project execution by identifying and rectifying errors, enhancing overall performance.
Call Center Service Representative
MergeIT - subcontracted Oklahoma, Unemployment Insurance
2020.06 - 2021.02
- Provided support to 40+ claimants who filed unemployment claims and PUA claims.
- Facilitated claimants in completing partial claims and initiating new unemployment claims.
- Authorized and backdated claims, ensuring timely payments for claimants.
- Resolved claimant issues, demonstrating practical problem-solving skills.
- Contributed to customer satisfaction by providing efficient and accurate service.
Call Center Customer Service Representative
Zephyr Partners
2019.11 - 2020.06
- Aided 30+ claimants regarding Unemployment Insurance and PUA with efficiency and professionalism.
- Successfully backdated and certified claimants using TCC 406 certification form, ensuring accuracy of process.
- Expedited payment processing for claimants awaiting benefits, improving customer satisfaction.
- Provided comprehensive answers to individual claim inquiries, demonstrating excellent knowledge and communication skills.
- Contributed to overall smooth operation of call center, leading to improved claimant experience.
Education
Bachelor of General Studies - Emphasis in Communication and Sociology
Arkansas State University
Mountain Home, AR05.2023
Associate of Arts - General
Arkansas State University - Mountain Home
Mountain Home, AR05.2020
Skills
Communication
Research skills
Data-entry
Multi-tasking
Conflict resolution
Time management
Computer literacy
Attention to Detail
Flexible and Adaptable
Customer Service Excellence
Remote Work
Active Listening
Teamwork
U.S. Health Insurance Portability and Accountability Act (HIPPA)
Documentation
Certification
- 06/01/2021, FOUNDATIONS OF LEADERSHIP CERTIFICATE 1, The National Society of Leadership and Success, https://members.nsls.org/members/badges/foundation-of-leadership2/earner/002d632b-d376-acd7-5e14-a1d20561cb74/share
- 06/01/2021, FOUNDATIONS OF LEADERSHIP CERTIFICATE 2, The National Society of Leadership and Success, https://members.nsls.org/members/badges/foundation-of-leadership2/earner/002d632b-d376-acd7-5e14-a1d20561cb74/share
Timeline
Call Center Customer Service Representative
Infinite Computer Solutions - Subcontracted through Molina Healthcare
2023.05 - Current
Medical Record Retrieval Agent
Randstad - Subcontracted Through Cotiviti
2023.01 - 2023.05
Call Center Customer Service Representative
Lifeworks – Subcontracted Through Morneau Shepell
2022.10 - 2023.01
Call Center Customer Service Representative
Randstad - Subcontracted through Walmart
2022.01 - 2022.10
Call Center Customer Service Representative
Artech - New York Department of Labor for Unemployment Insurance
2021.02 - 2021.12
Call Center Service Representative
MergeIT - subcontracted Oklahoma, Unemployment Insurance
2020.06 - 2021.02
Call Center Customer Service Representative
Zephyr Partners
2019.11 - 2020.06
Bachelor of General Studies - Emphasis in Communication and Sociology
Arkansas State University
Associate of Arts - General
Arkansas State University - Mountain Home
- 06/01/2021, FOUNDATIONS OF LEADERSHIP CERTIFICATE 1, The National Society of Leadership and Success, https://members.nsls.org/members/badges/foundation-of-leadership2/earner/002d632b-d376-acd7-5e14-a1d20561cb74/share
- 06/01/2021, FOUNDATIONS OF LEADERSHIP CERTIFICATE 2, The National Society of Leadership and Success, https://members.nsls.org/members/badges/foundation-of-leadership2/earner/002d632b-d376-acd7-5e14-a1d20561cb74/share
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