Ameshia Spencer
Petal,MS
Summary
Well-versed in the field of customer service with background as Member Service Representative. Experienced in providing top-tier service, resolving complex issues and fostering positive relationships with clients. Strengths include strong verbal communication, problem-solving skills and ability to maintain composure under pressure. Made significant impact in previous roles by improving client satisfaction and retention rates.
Overview
5
5
years of professional experience
Work History
Member Service Representative
Prime Therapeutics LLC
Eagan, MN
03.2024 - Current
- Answered incoming calls regarding membership benefits and services.
- Updated system with order specifics and customer details, preferences, and billing information.
- Assisted customers with prescription refills, requests for over-the-counter medications and other health care products.
- Prepared and evaluated CRM reports to identify problems and areas for improvement.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Ensured compliance with applicable laws and regulations governing financial institutions.
Patient Access Specialist
AmerisourceBergen
Conshohocken, PA
09.2022 - 03.2023
- Collaborated with clinical staff to ensure timely processing of orders for tests, treatments and procedures.
- Submitted fees and claims to insurance companies manually or digitally.
- Participated in ongoing training sessions related to new technologies or software updates impacting the registration process.
- Explained various admission forms and policies, acquiring signatures for consent.
- Served as a liaison between patients and third party payers ensuring that all necessary documents are submitted in a timely manner.
- Assembled registration paperwork and placed identification bands on patient.
Technical Support Specialist
Alorica
IRVINE, CA
03.2022 - 06.2022
- Assisted customers with installation of new hardware and software applications.
- Recommended upgrades or additional features that could enhance user experience.
- Evaluated software or hardware to recommend improvements or upgrades.
- Installed and performed minor repairs to hardware, software or peripheral equipment.
- Documented all customer interactions and resolutions in the ticketing system for future reference and reporting.
- Assisted customers with various types of technical issues via email, live chat, and telephone.
- Trained new support representatives on troubleshooting techniques and company support protocols.
Claims Processor
Robert Half
Menlo Park, CA
12.2021 - 03.2022
- Entered claim information accurately into database systems.
- Verified claim data correctness in preparation for processing.
- Worked closely with appraisers, rental facilities, body shops and salvage vendors.
- Analyzed contracts and claim systems to apply appropriate benefit amounts.
- Evaluated the validity of assigned claims by verifying that services are medically necessary according to established guidelines.
- Documented decisions on each claim based on research findings and applicable benefit plans.
Customer Service Representative
SaviLinx
Hattiesburg, MS
04.2020 - 07.2021
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Provided accurate information about products and services to customers.
- Answered customer inquiries via phone, email, and chat.
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered inbound calls, chats and emails to facilitate customer service.
Education
High School Diploma -
FCAHS
Brooklyn, MS05-2014
Skills
- Call center operations
- Relationship building
- Strong empathy
- Workflow management
- Service support
- Active listening
- Issue troubleshooting
- Complaint resolution
Timeline
Member Service Representative
Prime Therapeutics LLC
03.2024 - Current
Patient Access Specialist
AmerisourceBergen
09.2022 - 03.2023
Technical Support Specialist
Alorica
03.2022 - 06.2022
Claims Processor
Robert Half
12.2021 - 03.2022
Customer Service Representative
SaviLinx
04.2020 - 07.2021
High School Diploma -
FCAHS