Amanda Nazario
Summary
Dynamic professional with a proven track record of successfully being responsible for a variety of transactions, excelling in grievance handling and data analysis. Demonstrated ability to communicate effectively, leading to enhanced customer satisfaction and operational improvements. Skilled in communications and project organization, adept at multitasking and solving complex problems to meet stringent deadlines.
Overview
11
11
years of professional experience
Work History
Senior Customer Service Representative
TruGreen Lawn Care
06.2024 - Current
- Provided backup support during peak periods or staff shortages to ensure seamless service delivery to clients at all times.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Established strong rapport with customers, fostering long-term relationships and repeat business.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
- Enhanced customer satisfaction by promptly addressing and resolving complex inquiries and complaints.
- Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings.
- Addressed escalated issues with diplomacy and tact while finding resolutions that satisfied both the client''s concerns and company interests.
- Analyzed customer service metrics to identify trends and develop strategies for improvement.
- Trained new hires on production procedures, ensuring a quick ramp-up time and consistent performance levels across the team.
Provider Correspondence
Humana
06.2020 - 07.2023
- Communicated and attended skip level meetings with executives.
- Skilled at working within broad guidelines with little oversight to adhere to provider needs.
- Edited letters and written material for correspondence.
- Analyzed data and contracts to assist with correct payment processing.
- Efficient in investigating provider concerns regarding processing and payment of claims according to contract.
- Gathered records pertinent to specific problems, reviewed for completeness and accuracy and attached records to correspondence as necessary.
- Skilled at working independently and collaboratively in a team environment.
- Managed time efficiently in order to complete all tasks within deadlines.
Complaints Representative
Humana
01.2019 - 06.2020
- Completed in-depth investigations pertaining to a variety of grievance types.
- Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
- Collected documentation such as customer statements, call recordings, applications, and completed a number of forms to support case findings and provide resolution to the customer
- Generated reports detailing findings and recommendations.
- Assessed and adapted to seasonal fluctuation needs.
- Developed and updated tracking spreadsheets for process monitoring and reporting.
- Took on additional job duties, including becoming Subject Matter Expert, and assisting during unexpected project deadlines, resulting in meeting project target dates.
Inbound Customer Service Representative
Humana
10.2017 - 01.2019
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals
- Asked fact-finding questions to determine customer needs and expectations to provide solutions.
- Resolved complaints to satisfy customers and encourage future transactions.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Consulted with outside parties to resolve discrepancies and create effective solutions.
- Sought out extra training opportunities to be cross trained to alleviate the Oral Grievance department and to enhance customer relationship management abilities.
Case Manager
Ayala Medical Center
05.2015 - 06.2016
- Developed and implemented comprehensive case management plans to address client needs and goals.
- Identified care needs of individual patients and coordinated responses based on physician advice, insurance limitations, and procedural costs.
- Provided education on health and nutrition for patients to maintain healthy habits and wellbeing.
- Coordinated services with other agencies such as CarePlus, community-based organizations, and healthcare professionals to provide useful benefits to clients.
- Monitored clients' progress and tracked client services to provide crisis interventions.
Inbound Stower
Amazon
10.2013 - 04.2015
- Demonstrated flexibility, adapting quickly to changes in shift schedules or workload requirements as needed.
- Improved warehouse organization by accurately stowing inbound items in designated locations.
- Ensured accurate inventory counts by diligently scanning and recording all incoming products.
- Separated damaged items from functional ones before placing on shelves.
- Increased productivity with diligent work ethic, consistently meeting or exceeding daily stowing targets.
- Contributed to a positive workplace culture by fostering strong relationships with coworkers and management.
Education
East Bay High School
Associate of Science - Medical Assisting
Keiser University
Fort Lauderdale, FL07.2015
Skills
- Data Entry and Analysis
- Auditing and reporting
- Proficient in Excel, Word, Powerpoint, OneNote and data tracking
- Strong verbal and written communications
- Complex problem-solving
- Time Management
- Project Organization
- Process improvement
- Budget control
- Negotiation
Timeline
Senior Customer Service Representative
TruGreen Lawn Care
06.2024 - Current
Provider Correspondence
Humana
06.2020 - 07.2023
Complaints Representative
Humana
01.2019 - 06.2020
Inbound Customer Service Representative
Humana
10.2017 - 01.2019
Case Manager
Ayala Medical Center
05.2015 - 06.2016
Inbound Stower
Amazon
10.2013 - 04.2015
East Bay High School
Associate of Science - Medical Assisting
Keiser University