Ami Davis
San Antonio,TX
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the customer service and healthcare industries. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
14
14
years of professional experience
Work History
Technical Support Agent
SPECTRUM
04.2019 - 02.2024
- Inbound call center technical support for customers experiencing problems with video and Internet equipment and service for customers within CSG billing system for L-TWC, L-Charter, and L-BHN markets
- Subject Matter Expert (SME) for transitioning new hires from training environment to production floor
- Consists of side-by-side shadowing with new hires first taking calls
- Assist with tool usage, and articles pertaining to call content
- Selected as agent representative in two focus groups for Spectrum BRG's, and another for feedback regarding enhancements and inconveniences in Agent OS
- Inbound support for customer self-installations for video and internet equipment and service
- Helping fellow team members and co-workers with policies and procedures
- Part of 'Tech Savvy' team helping with ongoing issues with processes and issues with tools.
- Fielded average of 50 inbound phone calls to deliver support and remotely resolve service issues.
Account Support Representative
MARKETSOURCE, INC.
10.2018 - 06.2019
- Brand representative for HP in retail setting
- Answer questions for retail customers regarding HP computers and printers and make recommendations based on their needs.
Technical Support Advisor and Mentor
IBEX
04.2018 - 11.2018
- Inbound call center technical support for mobile devices, apps, and services
- Troubleshooting problems with customer account lockouts, password resets and app purchases
- Troubleshooting and assistance with device usability and malfunction
- Facilitating repairs, explaining limited and extended warranty terms
- Coordinating with retail stores and authorized service providers
- Assist new hires with calls floor walking and answering questions.
Billing Manager/Medical Records Coordinator
ADHD PLUS
03.2017 - 03.2018
- Responsible for all billing duties for developmental pediatrician
- Charge entry and payment posting
- Patient check-in and check-out
- Appointment scheduling
- A/R follow-up, medical records, and verifying benefits
- Use of MOMS-AT practice management software
- Use of ICD-10 and CPT codes.
Medical Reimbursement Specialist
SUZANNE ROSTOMIAN, CPA
10.2015 - 03.2017
- Claims follow up, charge entry, payment posting for pathology group and rural health clinic
- Experience using MOMS-At practice management software as well as MEDITECH, and E-Clinical Works.
Software Support Specialist II
DATATEL SOLUTIONS, INC
12.2009 - 02.2015
- Telephone support for MOMS-AT practice management system and MOMs-E electronic medical records
- Software update and deployment
- Onsite training and software implementation
- Liaison for EDI vendor
- Liaison for electronic prescribing vendor.
Education
Full Stack Developer in Ruby on Rails -
TECH TALENT SOUTH
SAN ANTONIO, TX12.2017
Certificate as an Administrative Assistant -
SOUTHERN CAREERS INSTITUTE
SAN ANTONIO, TX05.1999
Skills
- Call Center Operations
- Customer Service
- Microsoft Office
- Payment posting
- Medical Terminology
- Medical Billing
- Tech Savvy
- Hardware Configuration
- Staff education and training
- Appointment Scheduling
- Interpersonal Skills
- Organizational Skills
- Collaborative Team Player
Timeline
Technical Support Agent
SPECTRUM
04.2019 - 02.2024
Account Support Representative
MARKETSOURCE, INC.
10.2018 - 06.2019
Technical Support Advisor and Mentor
IBEX
04.2018 - 11.2018
Billing Manager/Medical Records Coordinator
ADHD PLUS
03.2017 - 03.2018
Medical Reimbursement Specialist
SUZANNE ROSTOMIAN, CPA
10.2015 - 03.2017
Software Support Specialist II
DATATEL SOLUTIONS, INC
12.2009 - 02.2015
Full Stack Developer in Ruby on Rails -
TECH TALENT SOUTH
Certificate as an Administrative Assistant -
SOUTHERN CAREERS INSTITUTE