Samantha Townsend
Aurora,US
Summary
Experienced with customer interaction, problem resolution, and relationship building. Utilizes effective communication and empathy to enhance customer experiences. Track record of adapting to changing customer needs and improving satisfaction.
Overview
9
9
years of professional experience
Work History
Animal Caretaker
Rover.com
Colorado
08.2018 - Current
- Daily drop-ins and walks to client homes during scheduled times
- Followed pet care instructions regarding feeding, exercise, and medication regimens.
- Administered medications to animals
- Provided clean and safe living environments for animals
- Staying overnight, or, as needed, to provide companionship and comfort for the pet.
- Maintained upkeep of home and provided security during overnight stays for clients
- Communicated updates and concerns with owners on regular basis
Pharmacy Customer Associate
Elevance Health
Denver, CO
03.2024 - 12.2024
- Manage medication delivery, handle patient payments, and maintain accurate records in compliance with HIPAA regulations, ensuring seamless healthcare operations
- Provide comprehensive support to patients, doctors, and manufacturers, addressing inquiries and resolving concerns to enhance overall satisfaction and care quality
- Foster effective relationships with diverse stakeholders, facilitating smooth communication between patients, healthcare providers, insurers, and pharmaceutical companies
- Utilize multiple systems to process insurance information, verify accounts, and analyze patient data, contributing to efficient pharmacy operations
- Streamline patient assistance processes by liaising with manufacturers for copay support and insurers for claim resolutions, improving access to medications
- Optimize pharmacy operations through multi-system data management, ensuring HIPAA compliance and streamlining medication delivery processes
Admissions Support
Lincoln Technical College
Denver, CO
06.2022 - 11.2023
- Managed multi-channel student support, addressing inquiries across 22 campuses, enhancing accessibility and resolving technical issues promptly
- Streamlined admissions process through efficient outbound calls, account verification, and proactive appointment scheduling for students and advisors
- Fostered seamless communication between students, advisors, and campuses, ensuring smooth operations and timely resolution of after-hours concerns
- Maintained accurate student records, meticulously updating accounts and verifying information to support informed decision-making in admissions
- Implemented LiveChat support across all campuses, significantly improving student engagement and providing real-time assistance for website navigation
- Streamlined multi-campus student support, enhancing accessibility and resolving technical issues promptly across 22 locations
- Assisted with after hour concerns across all 22 campuses and provided security assistance as needed
Credit Card Service Advisor
US Bank
Centennial, CO
01.2019 - 06.2019
- Managed high-volume inbound calls, processed payments, and resolved account disputes, enhancing customer satisfaction and reducing escalations
- Streamlined account management processes, expedited credit line increases, and improved fraud detection, leading to significant operational efficiency gains
- Mentored new team members on complex account procedures, fostering a culture of knowledge sharing and continuous improvement
- Conducted thorough account verifications and charge explanations, ensuring compliance with banking regulations and minimizing financial risks
- Provided empathetic customer support, resolving intricate account issues and maintaining high service standards during peak call periods
- Optimized credit card service processes, reducing call handling time and enhancing customer satisfaction while maintaining strict regulatory compliance
Customer Service Representative
Turnkey Unbridled Connect
Centennial, CO
07.2018 - 12.2018
- Managed high-volume inbound calls, verified identity documents, and processed reservations, ensuring seamless rental experiences for customers.
- Streamlined account management processes, enhancing efficiency in rental procedures from initiation to completion.
- Resolved customer concerns promptly, implemented flexible payment options, and maintained clear communication throughout the rental journey.
- Conducted thorough identity verifications and reservation checks, minimizing errors and enhancing security in rental transactions.
- Developed effective troubleshooting strategies for property-related issues, improving customer satisfaction and reducing complaint resolution time.
- Assisted in 24/7 security and safety of all tenants during rental period in various ways
CSR
Conduent
Denver, CO
08.2016 - 05.2017
- Managed high-volume inbound calls, verified identity documents, and processed reservations, ensuring seamless rental experiences for customers
- Streamlined account management processes, enhancing efficiency in rental procedures from initiation to completion
- Resolved customer concerns promptly, implemented flexible payment options, and maintained clear communication throughout the rental journey
- Conducted thorough identity verifications and reservation checks, minimizing errors and enhancing security in rental transactions
- Developed effective troubleshooting strategies for property-related issues, improving customer satisfaction and reducing complaint resolution time
Education
Associate of Science -
Community College of Aurora
Aurora, CO05-2020
High School Diploma -
William Smith HS
Aurora, CO05-2013
Skills
- Customer service
- Account management
- Data entry and record keeping
- Teamwork and collaboration
- Conflict and complaint management including de-escalation
- Organization
- Time management
- Leadership
- Multi-tasking
- Quick learner
Timeline
Pharmacy Customer Associate
Elevance Health
03.2024 - 12.2024
Admissions Support
Lincoln Technical College
06.2022 - 11.2023
Credit Card Service Advisor
US Bank
01.2019 - 06.2019
Animal Caretaker
Rover.com
08.2018 - Current
Customer Service Representative
Turnkey Unbridled Connect
07.2018 - 12.2018
CSR
Conduent
08.2016 - 05.2017
Associate of Science -
Community College of Aurora
High School Diploma -
William Smith HS