Samantha Townsend
Aurora
Summary
Customer-focused professional with expertise in claims handling and account management. Enhances client satisfaction through effective communication and problem-solving. Streamlines processes to improve operational efficiency while fostering strong relationships and delivering support in fast-paced environments.
Overview
12
12
years of professional experience
Work History
Animal Caretaker
Rover & Independent
Aurora
08.2014 - Current
- Walk dogs of all sizes, temperaments, and energy levels.
- Provide daily check-ins for a variety of animals, including dogs, cats, and small pets.
- Deliver overnight care and daycare, maintaining routines and ensuring pets feel safe and comfortable.
- Administer oral medications and provide basic medical care for pets with special needs.
- Support anxious, shy, and senior pets using calm handling and trust-building techniques.
- Perform basic household duties, including feeding, cleaning, litter maintenance, and general home upkeep.
- Maintain excellent communication with clients through updates, photos, and reliable scheduling.
- Build long-term client relationships, including multi-year recurring bookings and military families.
Claims Entry Tech
Ryder
Englewood
02.2025 - 04.2026
- Receive new auto losses via fax, email, mail, and phone, ensuring timely intake and accurate documentation.
- Enter new losses into the claims system using iVOS with strong attention to detail and data integrity.
- Ensure claims were handled in compliance with state statutes and internal guidelines.
- Communicate effectively with internal departments to support proper claim handling and workflow continuity.
- Collaborate closely with claim adjusters and claim technicians to clarify information, resolve discrepancies, and move claims forward.
- Support adjusters handling complex and high-exposure claims, including bodily injury, fatalities, and property damage by ensuring accurate intake and documentation.
- Maintain confidentiality and handle sensitive information with professionalism.
- Navigate multiple systems while meeting productivity and quality standards.
Pharmacy Customer Associate
Elevance Health
Denver
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
06.2022 - 11.2023
- Manage multi-channel student support, addressing inquiries across 22 campuses, enhancing accessibility and resolving technical issues promptly.
- Streamline admissions process through efficient outbound calls, account verification, and proactive appointment scheduling for students and advisors.
- Foster seamless communication between students, advisors, and campuses, ensuring smooth operations and timely resolution of after-hours concerns.
- Maintain accurate student records, meticulously updating accounts and verifying information to support informed decision-making in admissions.
- Implement LiveChat support across all campuses, significantly improving student engagement and providing real-time assistance for website navigation.
- Streamline multi-campus student support, enhancing accessibility and resolving technical issues promptly across 22 locations.
Credit Card Service Advisor
US Bank
Centennial
01.2019 - 06.2019
- Manage high-volume inbound calls, processed payments, and resolved account disputes, enhancing customer satisfaction and reducing escalations.
- Provided empathetic customer support, resolving intricate account issues and maintaining high service standards during peak call periods.
- Streamlined account management processes and expedited credit line increases, enhancing fraud detection and operational efficiency.
- Optimized credit card service processes, reduced call handling time, and increased customer satisfaction while adhering to regulatory compliance.
- Conducted thorough account verifications and charge explanations, ensuring compliance with banking regulations and mitigating financial risks.
- Mentor new team members on complex account procedures, fostering a culture of knowledge sharing and continuous improvement.
Customer Service Representative for Turnkey
Unbridled Connect
Centennial
07.2018 - 12.2018
- Manage high-volume inbound calls, verified identity documents, and processed reservations, ensuring seamless rental experiences for customers.
- Streamline account management processes, enhancing efficiency in rental procedures from initiation to completion.
- Resolve customer concerns promptly, implemented flexible payment options, and maintained clear communication throughout the rental journey.
- Conduct thorough identity verifications and reservation checks, minimizing errors and enhancing security in rental transactions.
- Develop effective troubleshooting strategies for property-related issues, improving customer satisfaction and reducing complaint resolution time.
CSR
Conduent
Denver
08.2016 - 05.2017
- Manage high inbound call volume for customer inquiries.
- Develop solutions for customer inquiries, enhancing satisfaction and resolution efficiency.
- Access and maintain customer accounts.
- Document customer interactions to ensure accurate records and follow-ups.
- Process payments and create customized payment plans to meet customer needs.
- Provide order status updates.
Education
Bachelor of Human Services -
Colorado State University – Global
Colorado Springs, CO06-2026
Associates of Science -
Community College of Aurora
Aurora, CO05-2020
High School Diploma -
William Smith High School
Aurora, CO01-2013
Skills
- Healthcare
- Customer Service
- Call Handling
- Claims Handling
- Account Management
- Data entry
- Organization
- Multi-tasking
- Time Management
- Problem Solving
- Computer Programs
- Typing
- Leadership
- Teamwork
- Payment Processing
Timeline
Claims Entry Tech
Ryder
02.2025 - 04.2026
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
Customer Service Representative for Turnkey
Unbridled Connect
07.2018 - 12.2018
CSR
Conduent
08.2016 - 05.2017
Animal Caretaker
Rover & Independent
08.2014 - Current
Bachelor of Human Services -
Colorado State University – Global
Associates of Science -
Community College of Aurora
High School Diploma -
William Smith High School