AMY PIERSON
Tempe,Arizona
Summary
Reliable Communication Agent with Bachelors degree and background in Customer Service. Energetic and outgoing with 10 years of experience in operating phones and call center norms. Professional, versatile, results oriented employee that possesses a very high proficiency with problem-solving coupled with proven decision making abilities. Proven experience to make sound decisions in adjusting operations to meet demanding schedules or customer driven changes.
Overview
11
11
years of professional experience
Work History
Member Services Representative
OptumRx
01.2012 - 07.2022
- Answered and resolved approximately 200 inbound customer calls per day in a professional manner
- Supervised a team of 30+ call center escalation response agents for high touch members
- Consistently delivered highest success rates of all teams YoY, resulting in 30 team member promotions in under two years
- Assisted with call center team development, exceeding expectations with a 97% team satisfaction rate
- Used questioning and listening skills that support effective telephone communication
- Resolved escalated phone and email messages using active listening and problem-solving skills
- Acted professionally and patiently when addressing negative customer feedback
- Collaborated with Pharmacy Outreach Call Center team to correct claims and allow Providers to receive payment, resulting in a 90% reduction in claim failure
Education
Bachelor of Science - Business Administration
DeVry University
2019
Skills
- Outstanding Communication Skills
- Problem Solving and Troubleshooting
- Microsoft Word/Excel/RxClaim
- Active listener
- Outgoing personality
- Adaptability
- Computer skills
- Multitasking
- Product knowledge
- Organizational skills
Timeline
Member Services Representative
OptumRx
01.2012 - 07.2022
Bachelor of Science - Business Administration
DeVry University