Amber Casas
Centennial,CO
Summary
Diligent Customer Service Representative with solid background in customer service. Proven track record of efficiently resolving customer inquiries and maintaining high satisfaction rates. Demonstrated ability to leverage communication and problem-solving skills to enhance customer experience.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
CULLIGAN OF DENVER
Englewood, CO
08.2021 - 03.2026
- Managed appointment scheduling for more than 50 services each day, ensuring timely customer service delivery.
- Managed customer accounts, updating records accurately to maintain data integrity and improve service delivery.
- Executed all aspects of billing, invoicing, and daily cash deposit activities to support financial operations.
- Executed conflict resolution strategies and practiced de-escalation methods when necessary to ensure effective communication.
- Tracked and organized customer call records, capturing interactions and follow-up actions for improved support.
- Enhanced customer satisfaction by efficiently handling email and text inquiries, ensuring prompt follow-up and resolution.
- Processed service requests and scheduled appointments using CRM software to enhance operational efficiency.
- Resolved customer inquiries through phone and email, ensuring timely and effective communication.
PATIENT CARE COORDINATOR / LASIK SCHEDULER
ICONE EYECARE
Denver, CO
01.2020 - 07.2021
- Ensured patient satisfaction through attentive care and service delivery.
- Collaborated with healthcare providers to streamline communication and ensure timely patient care.
- Managed over 100 daily customer calls to ensure effective communication and support.
- Facilitated seamless patient engagement by serving as first point of contact. Streamlined appointment scheduling for eye care and LASIK services, improving operational efficiency.
- Delivered detailed information to customers regarding LASIK procedures, ensuring understanding of aftercare and follow-up requirements.
- Reviewed and validated prior authorization documentation and insurance information to streamline patient care procedures.
- Conducted patient registration and meticulously updated demographic information for record integrity.
- Coordinated patient scheduling and follow-up appointments to enhance overall patient experience.
OFFICE MANAGER
PRO-TAX
Denver, CO
10.2018 - 12.2019
- Supervised and oversaw office, including email responses, phone call handling, and letter drafting.
- Coordinated and executed over 50 calls daily, maintaining high standards of client interaction.
- Organized electronic and physical filing systems to enhance information retrieval.
- Implemented effective time management strategies while prioritizing task responsibility.
- Managed reception duties by greeting clients and visitors in executive office.
- Effectively and consistently managed time while completing tasks.
- Maintained communication with clients, addressing inquiries promptly to enhance customer service experience.
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
Education
DENVER NORTH HIGH SCHOOL
Denver, CO05.2004
Skills
- Strong interpersonal skills and a solid foundation of customer care Proficient in numerous applications and software including MS Word, Excel, MS Teams, Power Point and several others
- Utilize skills to handle complex schedule changes and identify most important tasks that need to be completed
- Practice actively listening along with being concise and specific during conversations
- Ability to multitask, meet deadlines consistently and prioritize tasks at hand
- Customer service
- Active listening
- Critical thinking
- Data entry
Timeline
Customer Service Representative
CULLIGAN OF DENVER
08.2021 - 03.2026
PATIENT CARE COORDINATOR / LASIK SCHEDULER
ICONE EYECARE
01.2020 - 07.2021
OFFICE MANAGER
PRO-TAX
10.2018 - 12.2019
DENVER NORTH HIGH SCHOOL