AMY NELSON
Kirbyville,TX
Summary
Diligent Customer Service Representative with background in patient care advocacy, Brand Representative, eCommerce and B2B experience. Proven ability to manage customer concerns and issue resolution. Demonstrated skills in effective communication and empathy to enhance customer satisfaction.
Overview
15
15
years of professional experience
Work History
Customer Service-Patient Care Advocate
SITEL, LLC
09.2022 - 04.2023
- Delivered customer service excellence as a patient advocate for prescription insurance provider.
- Resolved patient inquiries and concerns promptly, ensuring a seamless care experience.
- Advocated for patient needs, ensuring timely access to healthcare resources and services.
- Collaborated with interdisciplinary teams to resolve patient concerns and enhance satisfaction levels.
- Educated patients on available programs, benefits, and procedures to facilitate informed decision-making.
Field Supervisor, Work from Home
US Census Bureau
Woodlands, TX
07.2020 - 10.2020
- Supported US Census initiative, meeting critical deadlines in lieu of stressful World event as Team Supervisor to Census Field Representatives.
- Assessed and reviewed team assignments while monitoring staff performance through direct observations and performance metrics.
- Achieved team performance standards and expectations established by the US Census Bureau and survey sponsors.
- Supervised field operations, ensuring compliance with data collection protocols and quality standards.
- Trained and mentored enumerators on effective survey techniques and best practices.
Customer Service Representative-Work at Home
SYKES-Alpine Access, Inc.
Denver
11.2014 - 10.2016
- Delivered world-class customer service by resolving diverse inquiries from customers and distributors in a virtual environment for a health and wellness account. Executed order processing, returns, refunds, account setups, and cancellations, in compliance with account policies and procedures.
- Managed customer inquiries through multiple channels, ensuring timely and accurate responses.
- Resolved complex issues by collaborating with cross-functional teams to enhance customer satisfaction.
Part-Time Secretary/Document Control
HOME CARE INNOVATIONS
Kirbyville, TX
03.2014 - 09.2014
- Provided Document file Management for Home Health agency. Organized and filed patient documents in designated records system; Maintaining Patient Charts. Performed Year-End Archival; Maintained Physician Authorization records; Supported patient chart audits.
- Facilitated communication between team members, clients, and external partners.
Project Administrative Specialist
RICHARD ENGINEERING SERVICES
Beaumont, TX
07.2011 - 01.2012
- Provided Project document control of engineering documentation and liaised with project managers to facilitate timely completion.
- Enhanced workflow efficiency initiatives of administrative operations.
- Improved project tasks completions with implementing resource realignment.
- Implemented process improvements that streamlined communication between departments.
- Expedited project completion times by effectively prioritizing tasks based on deadlines and resource availability.
- Facilitated communication between departments, organizing meetings and distributing essential information.
Part-Time Secretary/Customer Service
TEXAS FARM BUREAU INSURANCE
Kirbyville, TX
01.2010 - 06.2010
- Answer phones; Organized and maintained office files systematically; Operate various office machinery including: copier, fax, scanner; A/R received and recorded customer payment; Provided administrative support at the front office including greeting visitors; Customer service: resolving insurance issues, other general office duties.
Customer Support and Trainer
DICENTRAL, INC.
Houston, Texas
08.2008 - 12.2008
- eCommerce/B2B Center Customer Support Representative Delivered world class Client Care; to Initiate, set-up; and maintain Client Electronic Data Interchange (EDI) connections; Resolved technical issues with company web services and data mapping, enhancing customer experience. Maintained setup procedure documentation.
- Assessed training needs through surveys and performance evaluations to align with organizational goals.
Education
Bachelor of Science - Business Applied Management
GRAND CANYON UNIVERSITY
Associates - Computer Science
San Jacinto College - Central Campus
Pasadena, TXCertificate - Database Programming and Office Automation
Microcomputer Technology Institute (MTI)
Friendswood, TXSkills
- eCommerce/B2B
- MS Office
- Excel
- MS Word
- Database querying
- Database querying
- MS Outlook
- Customer Relationship Management
- SharePoint
- Multitasking
- Organizational skills
- HIPAA compliance
- Verbal and written communication
Timeline
Customer Service-Patient Care Advocate
SITEL, LLC
09.2022 - 04.2023
Field Supervisor, Work from Home
US Census Bureau
07.2020 - 10.2020
Customer Service Representative-Work at Home
SYKES-Alpine Access, Inc.
11.2014 - 10.2016
Part-Time Secretary/Document Control
HOME CARE INNOVATIONS
03.2014 - 09.2014
Project Administrative Specialist
RICHARD ENGINEERING SERVICES
07.2011 - 01.2012
Part-Time Secretary/Customer Service
TEXAS FARM BUREAU INSURANCE
01.2010 - 06.2010
Customer Support and Trainer
DICENTRAL, INC.
08.2008 - 12.2008
Certificate - Database Programming and Office Automation
Microcomputer Technology Institute (MTI)
Associates - Computer Science
San Jacinto College - Central Campus
Bachelor of Science - Business Applied Management
GRAND CANYON UNIVERSITY