Amy Herl
Customer Service
Scottsdale,AZ
Summary
Skilled professional knowledgeable about monitoring metrics and maximizing team success in fast-paced settings. Performance- and quality-driven with several years of experience. Natural leadership talent with motivational approach. Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
20
20
years of professional experience
Work History
Clinical Administrative Scheduling Coordinator
UHC Optum Services
Scottsdale, AZ
05.2024 - 06.2025
- Managed complex scheduling for a high volume of appointments, significantly improving efficiency and client satisfaction.
- Utilized advanced organizational and problem-solving skills to navigate intricate scheduling requirements and promptly resolve conflicts, ensuring seamless operations.
- Collaborated cross-functionally with internal teams to streamline processes, enhance service delivery, and improve overall operational effectiveness.
Customer Service Representative III
Modivcare
Phoenix, Arizona
01.2020 - 05.2023
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Manager/Administrative Office Assistant
Los Cabos Bevereage
Appleton, WI
07.2005 - 07.2008
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
Skills
- Customer Service Excellence: Customer Relationship Management (CRM), Conflict Resolution, First Call Resolution (FCR), Customer Retention, Problem-Solving, De-escalation
- Technical Proficiency: Microsoft Teams, Zendesk (or other relevant CRM if applicable), Google Workspace
- Communication & Collaboration: Active Listening, Verbal & Written Communication, Cross-functional Teamwork, Remote Collaboration
- Organizational & Administrative: Scheduling & Coordination, Time Management, Data Entry, Workflow Optimization, Policy Adherence
Timeline
Clinical Administrative Scheduling Coordinator
UHC Optum Services
05.2024 - 06.2025
Customer Service Representative III
Modivcare
01.2020 - 05.2023
Manager/Administrative Office Assistant
Los Cabos Bevereage
07.2005 - 07.2008
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