Summary
Overview
Work History
Education
Skills
Timeline
Generic

Amauri Mchellon

Jacksonville

Summary

Dedicated customer service professional with a proven track record of delivering exceptional support through inbound calls, chats, and emails. Adept at troubleshooting complex issues, analyzing customer needs, and providing solutions that enhance satisfaction and retention. Skilled in building strong relationships with clients by demonstrating empathy, patience, and efficiency. Known for turning challenges into opportunities, streamlining support processes, and exceeding performance metrics. Ready to bring my problem-solving expertise and customer-first mindset to a dynamic team focused on excellence.

Overview

5
5
years of professional experience

Work History

Resolution coordinator tier 2

Walmart
11.2023 - 06.2024
  • Provided real-time support via phone, chat, and email, assisting drivers with routing, payments, and account troubleshooting
  • Investigated payment discrepancies using SQL and Excel, ensuring timely and accurate payouts
  • Documented and analyzed recurring issues, collaborating with cross-functional teams through Zendesk and Jira for process improvements

Customer care expert

Select portfolio servicing
01.2021 - 06.2021
  • Processed and resolved mortgage-related claims, including payment disputes, escrow miscalculations, and loan servicing errors
  • Conducted in-depth research to identify discrepancies in borrower accounts and facilitated adjustments to ensure compliance with federal regulations
  • Worked closely with the claims department to process reimbursement requests, validate supporting documentation, and determine claim eligibility
  • Assisted borrowers with claim inquiries related to loan modifications, forbearance programs, and insurance settlements
  • Maintained meticulous records of all claims and resolutions, ensuring proper documentation for audits and regulatory compliance

Customer service representative

Maximus
02.2020 - 12.2020
  • Assisted with large-scale data entry and verification for the 2020 Census, ensuring accuracy in government records
  • Managed and processed sensitive respondent information, maintaining strict confidentiality and security protocols
  • Provided technical support to citizens completing online forms, troubleshooting issues to ensure smooth submissions

Healthcare representative

Concentrix
03.2019 - 12.2019
  • Processed patient enrollments for healthcare plans, ensuring accuracy in documentation and strict compliance with HIPAA regulations.
  • Managed prescription processing and medication fulfillment, verifying patient eligibility and insurance coverage to prevent delays.
  • Enforced HIPAA guidelines by securely handling sensitive patient information and maintaining confidentiality in all communications.
  • Coordinated with physicians, pharmacists, and healthcare teams to expedite prescription approvals, medication refills, and enrollment verifications.
  • Educated patients on medication usage, potential side effects, and adherence strategies to improve treatment outcomes.
  • Verified insurance benefits, completed prior authorizations, and streamlined enrollment processes for prescription programs.
  • Documented all patient interactions, enrollments, and prescription modifications in electronic health records (EHR) for accurate record-keeping.

Education

High School Diploma -

Skills

  • Claims Processing & Resolution
  • Data Entry & Accuracy
  • Medical & Financial Records Management
  • Technical Troubleshooting & Support
  • Documentation management
  • Conflict resolutio

Timeline

Resolution coordinator tier 2

Walmart
11.2023 - 06.2024

Customer care expert

Select portfolio servicing
01.2021 - 06.2021

Customer service representative

Maximus
02.2020 - 12.2020

Healthcare representative

Concentrix
03.2019 - 12.2019

High School Diploma -

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Amauri Mchellon