Whittney Montgomery
Aurora
Summary
Detail-oriented and customer-focused professional with leadership experience in high-volume call center and healthcare environments. Proven ability to investigate issues, analyze information, and resolve complex customer concerns efficiently. Skilled in navigating multiple systems, documenting interactions, and ensuring compliance with policies and procedures. Adept at multitasking in fast-paced, paperless environments while delivering accurate and timely resolutions.
Overview
10
10
years of professional experience
Work History
Customer Service Representative Team Lead
Advent Health
Hinsdale
06.2024 - Current
- Ensure accurate documentation of customer interactions
- Support compliance with policies and service standards
- Train team members on documentation and
- workflows
- Analyze feedback to improve service outcomes
- Led team in resolving customer inquiries and issues efficiently.
Internal Customer Contact Center
BMO Harris Bank
Warrenville
11.2022 - 05.2024
- Handled high-volume calls and documented interactions
- Investigated discrepancies and resolved issues
- Navigated multiple systems to verify information
- Applied policies and judgment to resolve concerns
Customer Contact Center
Northwestern Medical Group
04.2016 - 11.2022
- Investigated billing and coverage concerns
- Ensured compliance with healthcare policies
- Processed insurance claims by reviewing documentation and verifying coverage details.
Education
Business Management -
Kentucky State College
Skills
- Claims intake
- Documentation
- Processing support
- Critical thinking
- Verbal communication
- Policy interpretation
- Multitasking
- High-volume call handling
- Case management
- Epic Software
- Conflict resolution
References
Available upon request
Additional Qualifications
- Strong customer advocacy and communication skills
- 3+ years experience in customer account handling
- Experience in paperless, multi-system environments
Timeline
Customer Service Representative Team Lead
Advent Health
06.2024 - Current
Internal Customer Contact Center
BMO Harris Bank
11.2022 - 05.2024
Customer Contact Center
Northwestern Medical Group
04.2016 - 11.2022
Business Management -
Kentucky State College