Amber M. Thornton
Houston
Summary
Dynamic professional with extensive experience and a proven readiness for new challenges. Renowned for a strong commitment to team collaboration and consistently driving results while demonstrating adaptability and reliability in supporting colleagues and addressing evolving needs. Expertise in communication, problem-solving, and client relations enhances the ability to foster productive partnerships. A reputation built on integrity, determination, and a results-driven mindset ensures a focus on achieving excellence in every endeavor.
Overview
12
12
years of professional experience
Work History
CRC Agent
Sun Country Airlines
05.2022 - 01.2025
- Dedicated airline customer service agent with 2+ years of experience assisting passengers with reservations, check-ins, and flight inquiries. Adept at handling escalations, ensuring smooth travel experiences, and maintaining compliance with airline policies. Passionate about delivering top-tier customer service in fast-paced environments.
- Managed airport operational needs and facilitated seamless passenger experiences.
- Processed corrections on customer accounts and bookings, ensuring accuracy.
- Provided critical support to airport agents, handling rebooking’s and cancellations.
- Monitored flight delays and cancellations, promptly informing staff.
- Maintained detailed transaction records and ensured data entry precision.
- Assisted in health plan participation, appeals, and grievances processing.
- Acted as the liaison between health plan members, medical professionals, and internal teams.
Customer Service Representative
Blue Cross Blue Shield
10.2016 - 11.2020
- Dedicated Customer Service Representative with extensive experience in health insurance, Medicaid/Medicare enrollment, and member support. Adept at data verification, policy advising, and complex problem-solving, ensuring seamless customer interactions and compliance with industry regulations. A strong communicator who thrives in fast-paced environments while building lasting relationships with clients.
- Researched and resolved enrollment data discrepancies for Medicaid/Medicare customers.
- Provided exceptional customer service to both internal stakeholders and external clients.
- Assisted members with policy and benefit inquiries across multiple health plans.
- Navigated various customer service systems while supporting clients via phone and email.
- Investigated and resolved member inquiries through detailed correspondence and system research.
- Maintained accurate documentation of customer accounts using the Blue Core system.
- Collaborated with team members to identify errors and implement solutions.
Office Manager
Imani Hospitality Home Care, LLC.
06.2013 - 11.2020
- Results-driven Office Manager with extensive experience in administrative coordination, healthcare operations, and staff leadership. Skilled at policy management, payroll processing, and client retention, ensuring smooth office operations while optimizing efficiency and compliance. Adept at problem-solving and fostering strong team collaboration in fast-paced environments.
- Oversaw office operations, ensuring seamless workflow and policy compliance.
- Managed Medicaid/Medicare billing and determined benefit coverage for clients.
- Conducted interviews, onboarded new employees, and led performance coaching sessions.
- Processed payroll, verified timesheets, and compiled operational payroll reports.
- Reviewed DHS service agreements, tracked renewals, and coordinated submissions.
- Provided recommendations for department leads on project improvements.
- Resolved complex employee and client issues with a proactive, solutions-driven approach.
- Managed multi-patient account billing systems and ensured data accuracy.
Education
CNA Certificate -
St. Paul Technical College
Saint Paul, MN06.2013
H.S. Diploma - undefined
Tartan High School
Oakdale, MN06.2013
Skills
- Microsoft Office, Outlook, Word, Excel, PowerPoint, OneNote, SurveyMonkey, Microsoft Teams, Quickbooks and Adobe Acrobat
- Analytical problem-solving
- Building strong professional connections
- Strong organizational abilities
- Results-driven approach
- Proficient in resolving customer complaints
- Information documentation
- Enhancing customer satisfaction
- Operational service support
- Skilled in managing inbound calls
- Problem-solving skills
- Information management documentation
Timeline
CRC Agent
Sun Country Airlines
05.2022 - 01.2025
Customer Service Representative
Blue Cross Blue Shield
10.2016 - 11.2020
Office Manager
Imani Hospitality Home Care, LLC.
06.2013 - 11.2020
H.S. Diploma - undefined
Tartan High School
CNA Certificate -
St. Paul Technical College
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