Amber Edwards
Gardena,CA
Summary
Polite and professional Customer Service Representative successful in applying strong communication and problem resolution skills to each customer issue. Solid history of surpassing productivity and quality targets in high-volume settings. Skillful in building long-lasting, loyal customer relationships.
Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player.
Overview
14
14
years of professional experience
Work History
Call Center Representative
Tandem Health Care
04.2021 - 05.2023
- 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.
- Sought ways to improve processes and services provided.
- Answered constant flow of customer calls with minimal wait times.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
- Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
Customer Service Representative
Titanium Health Care LLC
01.2019 - 05.2022
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Met customer call guidelines for service levels, handle time and productivity.
- Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
- Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
- Verified insurance eligibility and coverage for patients.
Medical Assistant
BHC Health Center
02.2019 - 08.2021
- Sanitized, restocked, and organized exam rooms and medical equipment.
- Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
- Obtained client medical history, medication information, symptoms, and allergies.
- Performed medical records management, including filing, organizing and scanning documents.
- Adhered to strict HIPAA guidelines to protect patient privacy.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Provided prompt, polite and professional in-person and telephone customer service.
Healthcare Customer Service Representative
Alpo Healthcare INC.
09.2014 - 02.2018
- Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
- Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
- Supported accounts receivable operations within assigned functions.
- Identified, analyzed and researched systemic issues and made recommendations for resolution.
- Maintained designated portfolio of customer accounts by contacting customers behind on payment obligations.
- Verified insurance eligibility and coverage for patients.
- Handled customer service inquiries in person, via telephone and through email.
- Assisted patients in filling out check-in and payment paperwork.
Customer Service Agent
QVC Customer Service
04.2009 - 12.2014
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer calls and emails to answer questions about products and services.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Evaluated customer information to explore issues, develop potential solutions, and maintain high-quality service.
- Facilitated communications through management of inbound and outbound customer calls.
- Responded to customer requests for products, services, and company information.
- Answered customer telephone calls promptly to avoid on-hold wait times.
Education
Certificate - Medical Assisting
UEI College - Gardena
Gardena, CA11.2019
High School Diploma -
Cailfornia Technical High School
Los Angeles, CA12.2003
Skills
- System Documentation
- Quality Control
- Call Center Operations
- Customer Communication
- Sales Expertise
- Inbound Phone Call Management
- Providing Customer Support
- Answering Questions
- Medical Condition Coding Software
- Microsoft Outlook
- Microsoft SharePoint
- Microsoft Excel
Timeline
Call Center Representative
Tandem Health Care
04.2021 - 05.2023
Medical Assistant
BHC Health Center
02.2019 - 08.2021
Customer Service Representative
Titanium Health Care LLC
01.2019 - 05.2022
Healthcare Customer Service Representative
Alpo Healthcare INC.
09.2014 - 02.2018
Customer Service Agent
QVC Customer Service
04.2009 - 12.2014
Certificate - Medical Assisting
UEI College - Gardena
High School Diploma -
Cailfornia Technical High School
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