Summary
Overview
Work History
Education
Skills
Timeline
Generic

Amy Purnell

Hyattsville,MD

Summary

Enthusiastic individual with superior skills in working in both team-based and independent capacities. Bringing strong work ethic and excellent organizational skills to any setting. Excited to begin new challenge with successful team.

Overview

9
9
years of professional experience

Work History

Appeals and Grievances Coordinator

Aetna, a CVS Health
Hartford, CT
12.2023 - Current
  • Assessed customer complaints to determine eligibility for appeal filing and compiled and documented information for appeal cases.
  • Researched case files to ensure accuracy of information prior to making decisions on appeals or grievances.
  • Reviewed patient records to ensure accuracy of information and completeness of documentation for Medicare claims processing.
  • Reviewed denied claims for potential resubmission or reconsideration.
  • Prepared written responses to customers regarding the status of their appeal or grievance filings.
  • Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
  • Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.

Sales Support Representative

Thompson Creek Window Company
Lanham, MD
07.2020 - Current
  • Assessed customer needs and upsold products and services to maximize retail sales.
  • Set up and activated customer accounts.
  • Answered phones and made outbound calls to engage with customers about their past or present interests and set appointments.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Maintained calm, friendly demeanor with upset customers to de-escalate stressful situations.
  • Evaluated customer account information to assess current issues and determine potential solutions.
  • Educated customers on special pricing opportunities and company offerings.

Supervisor

ContinuumGlobal
08.2022 - 12.2023
  • Monitored employee productivity to provide constructive feedback and coaching.
  • Complied with company policies, objectives and communication goals.
  • Coordinated employee schedules according to shift changes and availability.
  • Reviewed completed work to verify consistency, quality and conformance.
  • Established and enforced clear goals to keep employees working collaboratively.
  • Compiled data from source documents prior to data entry.
  • Input client information into spreadsheets and company database to provide leaders with quick access to essential client data.
  • Conducted quality checks to verify accuracy, integrity and completeness after entry.
  • Analyzed and processed current data records to provide detailed reports.

Licensed Massage Therapist

Mynd Spa & Salon
Fairfax, VA
04.2019 - 03.2020
  • Assessed customer needs and upsold products and services to maximize retail sales.
  • Reviewed account and service histories to identify trends and issues.
  • Delivered high level of service and support to each customer, paving way for future business opportunities.
  • Maintained calm, friendly demeanor with upset customers to de-escalate stressful situations.
  • Educated customers on special pricing opportunities and company offerings.
  • Documented conversations with customers to track requests, problems and solutions.

Licensed Massage Therapist

McLean Massage Therapy Center
McLean, VA
01.2016 - 04.2016
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Reviewed account and service histories to identify trends and issues.
  • Delivered high level of service and support to each customer, paving way for future business opportunities.
  • Maintained calm, friendly demeanor with upset customers to de-escalate stressful situations.
  • Set up and activated customer accounts.
  • Documented conversations with customers to track requests, problems and solutions.

Education

GED -

Adult Learning Center
Nashua, NH
2012

Skills

  • Reflective listening
  • Sales and marketing
  • Problem solving
  • Ability to make contacts
  • Organization
  • Relationship development
  • Customer service
  • Team building
  • Billing
  • Attention to detail
  • Time management
  • Data entry
  • Phones
  • Communication skills
  • Multitasking

Timeline

Appeals and Grievances Coordinator

Aetna, a CVS Health
12.2023 - Current

Supervisor

ContinuumGlobal
08.2022 - 12.2023

Sales Support Representative

Thompson Creek Window Company
07.2020 - Current

Licensed Massage Therapist

Mynd Spa & Salon
04.2019 - 03.2020

Licensed Massage Therapist

McLean Massage Therapy Center
01.2016 - 04.2016

GED -

Adult Learning Center

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