Amelia Kegley

• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• National Promoter Score Diamond Level Award Winner, indicating multiple months of receiving promoter score of 100%.
• Achieved and maintained 100% customer satisfaction survey rating through proactive one-call resolutions of customer issues.
• Navigated multiple computer platforms on multiple screens while actively listening to and engaging members while answering questions and finding solutions to their needs.
• Regularly empathetically delivered undesirable news or outcomes to members, including claim denials, exclusions and delays.
• Addressed customer complaints and mitigated dissatisfaction by employing timely, creative and on-point solutions. Escalated issues to supervisor after exhausting all resources.
• Offered advice and assistance to customers, paying attention to special needs or wants, listening for key words to appropriately refer members for care management or other special programs.
• Documented all call details and notes in internal CRM software.
• Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
• Sought out extra training opportunities to enhance customer relationship management abilities.
• Maintained knowledge of benefits claim processing, claims principles, medical terminology, and procedures and HIPAA regulations.
• Used administrative guidelines as resource or to answer questions when explaining how medical claims are processed.
• Serve as resource and mentor for fellow representatives.

Dedicated time to raise children, care and assist aging parents and chronically ill adult family members

• Managed extensive healthcare needs and services of 6 family members, including chronic, acute and emergent medical conditions.
• Educated members on multiple conditions and translated into laymen's terms to facilitate better outcomes.
• Assisted members with tracking and documenting symptoms and treatment progress to prepare for appointments.
• Facilitated direct communication between patients and medical providers during and between appointments.
• Extensive experience communicating with medical providers, suppliers, support specialists, insurance and pharmacy specialists.
• Skilled in autodidactic education in numerous medical/health-related subjects.

Maintained multiple concurrent positions for Media Production Company providing digital content, production and in-house channel management for over 50 nationwide hotel/casino properties.

• Executive Assistant to 2 Vice-Presidents, managing schedules, communication to clients, employees and other executives, travel arrangements, expense reports, reimbursements
• Office Manager, including HR duties for local office, as directed by corporate home office
• Daily communication with clients, vendors, executives, and media
• Used advanced software to create spreadsheets, presentations, and press releases to support executives and boost team productivity.
• Regularly successfully telecommuted
• Facilitated training and onboarding for incoming office staff
• Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving
• Processed travel expenses and reimbursements for executive team and senior management group
• Organized and coordinated conferences and monthly meetings
• Answered high volume of phone calls and email inquiries

Solely responsible for Catering Program sales, marketing and operations in the Greater Las Vegas and Henderson Area amongst 5 locations

• Built Catering Program from 12 events per month average to 60 per month average.
• Communicated with customers to review catering goals and budget, deliver quotes and proposals, schedule event and carry out catering needs as contracted.
• Analyzed catering orders and liaised with restaurants and on-site staff to set up equipment, supplies and menus to meet client expectations.
• Cultivated strong base of satisfied customers for long-term territory revenue.
• Regularly successfully telecommuted
• Monitored and controlled banquet budget and coordinated with events budgets to maximize revenue and minimize expenses while providing quality guest service
• Maintained extensive calendar of events and attended necessary event meetings and conference calls
• Handled incoming company phone calls, addressing customer needs, concerns and deadlines to promote retention and satisfaction
• Visited venues before events to assess kitchen facilities and make thorough labor and equipment plans
• Cultivated strong base of satisfied customers for long-term territory revenue

Completed 15 hours in general studies with a 3.75 GPA

Completed 40 hours in general studies with 3.5 GPA

• Dean's List
• Member of Showgirls Dance Team, performing for Division II Football and Basketball games and local public performances.

Graduated with honors, 4.9 GPA