AMANDA OWEN

Celina, Texas

832-***-****

adscxx@r.postjobfree.com

Career Objective To serve as a vital part in a spirited organization by combining my perceptive communication and problem-solving skills, proficient ability to multitask, and keen attention to detail, as well as facilitating all customer needs with the utmost respect and compassion to improve overall satisfaction and efficiency.

Professional Summary

Experienced procurement professional for 10 years in the Oil, Gas, and Chemical industry. During this time, I became skilled in expediting equipment and documentation for multi-billion-dollar construction projects. I successfully met and exceed job site and client needs by accelerating delivery of supplier furnished drawings, materials, and equipment by 5 months, thus saving the Client $4 million. Following, I altered my career path to closer align with my personal interests and beliefs to healthcare and customer service. Recently, I increased clinic revenue by $100,000 by developing a plan to offer patients with fresh, new healthcare options on services fully billable to insurance and by recovering past due patient account balances at time of check-in or appointment reservation.

Education - BAYLOR UNIVERSITY, Waco, Texas

Bachelor of Business Administration, Graduated: May 2004, GPA: 3.0

Major: Business Marketing/Creative Advertising

- INSTITUTE OF CHEMICAL DEPENDENCY STUDIES, Houston, Texas

LCDC Training & Practicum, Graduated: Sept 2016, GPA: 4.0

Certificate of Completion received December 2016

Training/Certifications Six Sigma YellowBelt and Champion Certified, Supervisor Development Program (PBL Training), Licensed Chemical Dependency Counselor Intern-I, LCDC Training & Practicum Certificate of Completion, Karass Negotiating Seminar, Contracts Workshop, and Project Controls Workshop.

Computer Skills Operating Systems – Apple/Mac OS X, Google Chrome OS, Microsoft Windows 10, 8.1, 8, 7, Vista, and XP; Microsoft Office – Excel, PowerPoint, Word, Visio, FrontPage, Access, Outlook, OneDrive, and OnePage; Adobe Photoshop and Acrobat; Quarkxpress, WordPress, SEO, QuickBooks, JD Edwards, Oracle, SAP, eClinicalWorks EHR, and Availity.

Work Experience

Nov 2021 – Present ALORICA / AT&T

Customer Experience Representative

Functioned as customer consultant by empathetically listening to the situation, encouraging, and educating them, and collaborating with them to determine the best possible path forward.

Earned 90% customer satisfaction rating over 6 months, 30% higher than the company average.

Achieved 86% customer retention rating by deescalating the tone of customers with the intention to cancel service to ultimately decide to continue business with AT&T through sincere empathy, pleasant and entertaining ongoing conversation, and extensively researching a solution.

Maintained AHT (average handle time) of 14 minutes, 2 minutes below the company average.

Assisted customers with making outstanding payments, setting up payment plans and autopayment if possible, and negotiating terms of payment to satisfy all parties involved.

Provided IT support on issues of moderate to advanced technical complexity within a call center environment. This includes troubleshooting of hardware and software by utilizing manufacturer sources, Asurion device insurance materials, & AT&T provided documentation.

Memorized all company products and services to confidently answer customer questions quickly and efficiently while increasing upsells whenever it is beneficial to the customer.

Dec 2019 – Mar 2021 PIN OAK MEDICAL CLINIC OF KATY

Houston, Texas Front Office Management / Patient Care Coordinator

Administrative tasks include patient check-in/check-out; prepared patient charts in advance of appointment; fulfilled medical record requests; answered 8 actively ringing phone lines; obtained all specialist referral approvals and procedure authorizations; appointment scheduling, cancellations, and new patient registration; verified insurance benefits; maintained medical supply inventory and office supplies, assessed and recorded patient vitals, and prepared patient room for physician.

Advanced and managerial responsibilities: e-scribing new medications and refill requests; scribe physician notes electronically into eClinicalWorks; verbally and electronically schedule all needed diagnostic imaging, while always remaining sensitive to any individuals limitations, such as funding, benefit coverage, and travel distance, and selecting the suitable testing facility; ordered lab blood work and confirmed each ICD-10 code is accurate and covered by insurance; negotiated salary on behalf of the physician with staff agencies for any healthcare work done outside clinic hours; appealed cases with Texas Workforce for fraudulent benefits paid; ensure all credentialing for insurance network approval is current; implemented quality control and aftercare plans to patients; posted various job listings online and conducted interviews with the office doctor.

Boosted revenue $76,000 by implementing additional services, at no cost to patients, and increasing the amount billed to insurance companies for every patient visit.

Recuperated nearly $20,000 in past due patient balances from unpaid office visit copays and erroneous insurance billings due to excessive employee turnover and mishandling of funds.

Jul 2018 – Dec 2018 SUNRISE SENIOR LIVING

Katy, Texas Care Manager

Responsible for a designated group of 25+ senor residents and conducted frequent visits during each shift to ensure room cleanliness, personal hygiene, and grooming needs were always addressed with the utmost respect.

Established meaningful relationships with residents and their families by fostering an environment focused on Client welfare, physical/emotional support, and maintaining dignity in all daily activities.

Immediately notified and recommended adjustments in Individualized Service Plans (ISP) based on level of care and services required.

Organized multi-sensory activities to enhance life skills and promote each person’s unique preferences as indicated on their ISP and demographic profile.

Mar 2012 – Apr 2014 JACOBS ENGINEERING

Houston, Texas Senior Expediting Specialist and Procurement Technician

Immediately inherited 80 ongoing Purchase Orders for a fast-paced, rapidly concluding project.

Sole expeditor for the Sunoco Logistics Specialty Pipeline Projects. Responsible for all procurement duties (such as traffic and logistics, expediting, accounts payable, quality, administrative, document control, and customer service) on four (4) projects operating simultaneously.

Completed start-up activities on the HESS Compressor Station Projects by developing standard practices on shipping, receiving, and reporting procedures for future team members to follow.

Transitioned to a new role as a Procurement Technician where I swiftly learned the intricate, detailed, and demanding processes associated with technical quotations and material requisitions.

Awarded for issuing 130+ Purchase Orders in a month to support Project deadlines.

Project experience includes Sunoco West Texas Gulf, Sunoco Tyler Delek, Sunoco Pegasus, Sunoco Midvalley, HESS Tioga Gas Plant Expansion, Hess Compressor Station Projects.

Sep 2005 – Mar 2012 BECHTEL CORPORATION

Houston, Texas Expediting Specialist

Responsible for managing the most critical major mechanical Purchase Orders totaling over $4 billion on Australia Pacific LNG, the largest lump sum project in Bechtel history at the time.

Former administrator of 98 POs totaling over $225 million to the Angola LNG Jobsite. I was awarded for accelerating material jobsite deliveries and saving the Client an estimated $8 million.

Successfully expedited the shipment of over 100,000 meters of pipe for field and shop fabrication prior to the PO Promise Date, with 75,000 meters of the pipe shipping 1 to 4 months early.

Actively worked to close out over 500 Unresolved Overage, Shortage, and Damaged (UOS&D) reports issued on shop spool materials by coordinating communications between with Vendors, Engineering, and the shop fabricator within a prompt and timely duration.

Coordinates with scheduling, field material coordinators, and construction to establish priorities, and required delivery, then instruct suppliers to adjust their production activities accordingly.

Completed short term international assignment in Calgary, Alberta for Bantrel, a privately-owned Bechtel subsidiary, which expanded my knowledge of multi-office Projects and demonstrated my flexibility by quickly adapting to changing environments/work methods.

Project experience includes Australia Pacific LNG, Angola LNG, Scotford Upgrader Expansion I, Asab Gas Development II, Multi-Project Acquisition Group.

REFERENCES

1)Tonya Williford: Jacobs Engineering; Purchasing Manager; Phone: 281-***-****

2)Nissy Simon; Pin Oak Medical Clinic; Nurse Practitioner (MSN, APRN, FNP-C); Phone: 615-***-****

3)William Effingham: Mustang WoodGroup Engineering; Procurement; Phone: 713-***-****

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