Amber Reed
Richmond ,VA
Summary
Customer-focused Customer Service expert with a passion for building relationships. Exceptional ability to communicate effectively with customers, address their concerns, and resolve issues to ensure satisfaction. Strong problem-solving skills and ability to think quickly in high-pressure situations. Adept at using CRM software and other tools to manage customer interactions.
Overview
12
12
years of professional experience
Work History
Remote Claims Benefit Specialist
Empower AI
01.2022 - 06.2024
- Conducted full claim investigations, reporting updates and legal actions.
- Reviewed new files to assess the current status of injury claims and devise a strategic plan.
- Followed up with customers on unresolved issues.
Remote Call Center Customer Service Representative
T Mobile
05.2021 - 11.2021
- Resolved concerns with products or services to help with retention and drive sales.
- Consistently achieved call-time and quality standards by adhering to company policies and scripts.
- Documented and detailed calls and complaints through utilization of call center's CRM database.
- Delivered consistent positive attitude and focused on meeting customer needs while assisting a large number of customers daily.
Remote Customer Care Agent
Maximus
09.2014 - 05.2021
- Acted as an advocate for the customers by documenting insights and sharing them internally with the Product team, resulting in a 20% improvement in product satisfaction among customers.
- Achieved a consistent track record of surpassing customer satisfaction goals by an average of 15%, utilizing strong communication skills and effective problem-solving techniques
- Mentored and trained a team of 10 new customer service representatives on company policies and procedures, resulting in a 20% increase in team performance.
Medical Assistant
Public Partnerships LLC
08.2012 - 09.2018
- Documented and organized patient's medical information such as blood pressure and weight.
- Assisted with routine checks and diagnostic testing by collecting and processing specimens.
- Scheduled appointments, registered patients, and distributed sample pharmaceuticals as prescribed.
Education
Medical Assistant
Fortis Technical College
Richmond VA01-2013
High School Diploma -
Highland Springs High School
Richmond VA 08-2006
Skills
- Ul>
- Claims
- P>Documentation review
- P>Coverage assessments
- P>High-volume call centers
- P>Call center operations
- P>Documentation and reporting
- P>Knowledgebase software
- P>Typing 50 wpm
Timeline
Remote Claims Benefit Specialist
Empower AI
01.2022 - 06.2024
Remote Call Center Customer Service Representative
T Mobile
05.2021 - 11.2021
Remote Customer Care Agent
Maximus
09.2014 - 05.2021
Medical Assistant
Public Partnerships LLC
08.2012 - 09.2018
Medical Assistant
Fortis Technical College
High School Diploma -
Highland Springs High School
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