Amanee Bowden
Peachtree Corners,GA
Summary
Encouraging leader and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
11
11
years of professional experience
Work History
Chat Manager
Agero
09.2022 - Current
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Established team priorities, maintained schedules and monitored performance.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
Call Center Representative
Nevada Health Link Exchange
10.2019 - 10.2022
- Responded to customer calls and emails to answer questions about products and services.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Approved and terminated customer contracts upon request.
Live Chat Agent
LivePerson
11.2016 - 02.2019
- Resolved customer complaints by identifying problems, suggesting solutions and implementing corrective action.
- Monitored customer conversations and provided timely, knowledgeable assistance.
- Assisted customers with order placement, product returns and order tracking.
- Worked closely with each customer to carefully resolve issues within timely fashion.
- Developed exemplary writing skills through continued correspondence with upwards of at least 75-80 customers per day.
- Documented all customer information accurately in computer system, providing dated notes for future reference.
- Asked open-ended questions to determine which products or services would be best fit for customer's needs.
- Handled inbound customer chat conversations from various websites.
- Assisted team leader with coaching and mentoring of new employees.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
Wellness Specialist
Altegra
03.2015 - 06.2016
- Built strong relationships with members to promote health, wellness and available services.
- Provided individual health coaching to help clients optimize personal choices.
- Monitored, tracked and reported on individual progress with wellness plans.
- Created and distributed agendas and other materials for scheduled wellness checks.
- Implemented time-blocking and schedule notifications to optimize time management.
- Completed logs and reports detailing production data such as volume, materials used and quality assurance results, helping management make accurate operational decisions.
- Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
Lead Pharmacy Technician
CVS Pharmacy
11.2012 - 03.2015
- Supervised 9 pharmacy technicians and coordinated day-to-day assignments.
- Collected co-payments or full payments from customers.
- Solved customer problems in-person or over telephone by providing assistance with placing orders, navigating systems, and locating items.
- Resolved non-routine issues like third-party billing, computer system, and customer service issues.
- Maintained proper drug storage procedures, registries, and records for controlled drugs.
- Restocked pharmacy shelves with current merchandise to drive consistent peripheral sales.
- Consulted with insurance company representatives to complete claims processing, resolve concerns, and reconcile payments.
- Maintained and updated patient records, prescription information and patient data in accordance with HIPAA regulations.
- Helped pharmacist clear problematic prescriptions and address customer questions to keep pharmacy efficient.
Education
Master of Arts - Health Administration
Ashford University
San Diego, CA03.2020
BBA - Business Administration
Ashford University
San Diego, CA12.2016
Skills
- Human Resources Management
- Employee Development
- Emergency Response
- Scheduling and Coordinating
- Technical Proficiency
- Computer Skills
Timeline
Chat Manager
Agero
09.2022 - Current
Call Center Representative
Nevada Health Link Exchange
10.2019 - 10.2022
Live Chat Agent
LivePerson
11.2016 - 02.2019
Wellness Specialist
Altegra
03.2015 - 06.2016
Lead Pharmacy Technician
CVS Pharmacy
11.2012 - 03.2015
Master of Arts - Health Administration
Ashford University
BBA - Business Administration
Ashford University