Amy L. Thompson
Chandler,AZ
Summary
Highly Valued Customer Service Leader with over 10 years in the demanding call center environment with Cross-functional leadership skills including life claims, life insurance benefits and medical underwriting while successfully exceeding monthly metrics. Looking to expand my focus and knowledge on delivering positive client experiences and developing associates.
Overview
26
26
years of professional experience
Work History
Senior Customer Service Associate - Remote
Voya Financial
Chandler, Arizona
06.2019 - 06.2026
- Guided teams in high-volume contact center by managing escalated calls along with taking inbound calls during peak times.
- Maintained high-performance standards with respect to metrics including Adherence, Quality Assurance Audits, Customer Satisfaction Surveys, Call Handle time/After call work.
- Supported clients and internal teams including the Life Claims Examiners to swiftly resolve issues in regard to claim status for timely processing time.
- Built strong communication and problem-solving skills while balancing multiple priorities in a fast-paced environment with focus on quality and resolution. Mentoring new associates in service excellence through individual coaching.
- Utilized diverse software applications for prompt responses to inquiries and Documented customer interactions adhering to regulatory standards, ensuring accurate records.
Customer Service Professional - On-site
Verizon Wireless
Chandler, Arizona
04.2010 - 11.2018
- Ensured superior customer experience with emphasis on Retention and Loyalty as demonstrated with consistently meeting or exceeding all performance metrics; surveys, calls per days well as adherence to schedule on a daily basis.
- Recognized and rewarded for outstanding work performance to cultivate a positive and collaborative service culture.
- Technical support and assistance with product knowledge and activation support to customers.
Indirect Account Manager - Field and On-site
Verizon Wireless
Las Vegas, Nevada
09.2006 - 04.2010
- Trained and coached sales professionals in Las Vegas, Nevada on new products and procedures and reviewed sales reports to achieve goals.
- Provided training for National, Local and Premium retail locations within an assigned territory.
- Ensured all assigned new and existing locations displayed up-to-date retail merchandising as well as initial setup of new retail locations.
Business Support Specialist
Alltel Communications
Las Vegas, Nevada
01.2000 - 09.2006
- Provided full support to elite sales executives for large business corporations including billing information, programming mobile devices for effective use.
- On-site field support visits regularly to fully ensure complete satisfaction to all assigned high-profile corporate accounts.
- Assisted with technical support on mobile devices and resolved billing issues and concerns.
Education
University of Phoenix
Las VegasContinuous Improvement Training Modules
Voya FinancialSkills
- Quality Assurance
- Active listening
- Problem-solving and Escalations
- Live chat support
- Team monitoring
- Call center expertise
- Life Insurance billing inquiries
- Medical Underwriting status
Timeline
Senior Customer Service Associate - Remote
Voya Financial
06.2019 - 06.2026
Customer Service Professional - On-site
Verizon Wireless
04.2010 - 11.2018
Indirect Account Manager - Field and On-site
Verizon Wireless
09.2006 - 04.2010
Business Support Specialist
Alltel Communications
01.2000 - 09.2006
University of Phoenix
Continuous Improvement Training Modules