SHIARITA AMBROSE
Mansfield,TX
Summary
Accommodating Customer Support Specialist with documented history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win-win solutions.
Overview
16
16
years of professional experience
Work History
Customer Relations Representative-Executive
American Airlines
Fort Worth, TX
09.2022 - 03.2024
- Investigated customer complaints and provided resolutions to escalated issues.
- Reviewed existing policies, procedures, and processes related to customer complaints and proposed changes as needed.
- Communicated effectively with customers via telephone or email regarding their complaint resolution status updates.
- Conducted research into product and service related inquiries prior to providing solutions.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
ASSISTANT MANAGER
COVINGTON CREDIT
Arlington, TX
02.2019 - 04.2020
- Reviewed credit histories, income statements, and other financial information of loan applicants.
- Verified accuracy of loan documents prior to approval.
- Approved or denied loan applications based on established guidelines.
- Processed payments received from borrowers in accordance with established policies and procedures.
- Complete the close-out procedure, balance the cash drawer, and prepare bank deposits daily.
OPERATIONS SUPERVISOR
NATIONAL PATIENT ACCOUNT SERVICES
Bedford, TX
03.2017 - 02.2019
- Identified areas of improvement and developed strategies to increase efficiency.
- Managed daily operations, including scheduling personnel, assigning tasks, and monitoring progress.
- Maintained accurate records of employee attendance and performance reviews.
- Prepared reports on operational performance metrics and presented them to management team.
- Conducted regular meetings with staff members to discuss any issues or concerns they may have had.
COLLECTION SPECIALIST
NATIONAL PATIENT ACCOUNT SERVICES
Bedford, TX
01.2015 - 03.2017
- Effectively resolved concerns regarding claim status and payment with patients, managed care providers, as well as Medicare/Medicaid/third-party insurances
- Utilized various resources to determine patient's eligibility
- Delivered outstanding performance consistently ranking within the top 20%, surpassing daily quota by processing ninety accounts per day, ultimately leading to a significant decrease in aged accounts receivable by over 75%
- Achieved promotion to Operations Supervisor after two years of service, recognized for consistent attendance, outstanding performance, and commitment to the training and development of colleagues.
CUSTOMER CARE REP-TECH SUPPORT/ SALES
NATIONAL ELECTRONIC WARRANTY
Tupelo, MS
03.2008 - 04.2014
- Delivered efficient and effective customer resolution with a consultative selling approach on inbound calls
- Assisted customers with installation of new hardware and software applications.
- Utilized remote access tools to connect remotely with customers' systems when necessary.
- Within 1 year of service, achieved promotion to Interim Customer Care Supervisor and effectively executed all duties associated with supervision.
Education
HIGHSCHOOL DIPLOMA -
SHANNON HIGH SCHOOL
05.2001
Skills
- Exceptional Organizational and Communication Skills
- Skilled In Call Center Operations
- Microsoft Office Suite
- Critical Thinking and Creative Problem Solving
- Empathizing With Customers' Specific Needs
- Proficient In Navigating Multiple Computer Screens and Accurately Enter Important Information During calls
References
References available upon request.
Timeline
Customer Relations Representative-Executive
American Airlines
09.2022 - 03.2024
ASSISTANT MANAGER
COVINGTON CREDIT
02.2019 - 04.2020
OPERATIONS SUPERVISOR
NATIONAL PATIENT ACCOUNT SERVICES
03.2017 - 02.2019
COLLECTION SPECIALIST
NATIONAL PATIENT ACCOUNT SERVICES
01.2015 - 03.2017
CUSTOMER CARE REP-TECH SUPPORT/ SALES
NATIONAL ELECTRONIC WARRANTY
03.2008 - 04.2014
HIGHSCHOOL DIPLOMA -
SHANNON HIGH SCHOOL
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