Phyllis Ambrose

870-***-**** advcd7@r.postjobfree.com

PROFESSIONAL SUMMARY

Customer Service Representative who provides quality customer service experiences. Specialize in assisting customers in various settings i.e. home health care, roadside assistance, taxpayers. Proficient in using a variety of automated systems to assist customers in navigating and accomplishing desired tasks. Skilled in ensuring proper billing/coding of medical services are annotated and solving payment issues/concerns. Knowledgeable of HIPPA and Department of Health/Human Services laws and regulations. Highly skilled in managing and coordinating work tasks to ensure timely and quality customer services. Professional, courteous, and with an exceptional ability to communicate orally and solve problems.

Core SKILLS AND Competencies:

Great Listener Customer Service Oriented Compassionate/Empathizer Problem-Solver Team Player Organized

Critical Thinker Patience/Responsive Strong Interpersonal Skills

EDUCATION/CERTIFICATIONS

Clayton College & State University Morrow, GA Certified Nursing Assistant Certificate Psychology & Human Services Clarksville, TN (2012)

(Completed 103 Hours)

PROFESSIONAL EXPERIENCE HISTORY

January 2021 – Present Agero

Customer Service Representative/Coach Clarksville, TN 37040

40 Hours Per Week/$16.25 Per Hour Supervisor: Julie Thomas

931-***-****; Contact Yes

Experience/Accomplishments: Operate computer systems using a variety of software to assist inbound callers with roadside assistance. Responsible for identity verification, type of roadside assistance coverage, and collection of appropriate payment for service. Effectively communicate with diverse individuals who are in distress to deescalate fears of being stranded. Contact dispatch companies and provide explicit information regarding stranded motorists conditions to facilitate the dispatch of appropriate services in the quickest manner possible. Simultaneously input data to compose written reports of the incidents. Conduct follow-up calls with clients to assess their experience and obtain customer feedback on provided services. Perform all task independently, only seeking guidance for unique situations. Receives outstanding comments from client on a regular basis.

April 2019 – December 2020 DXC Technology

Medical Senior Customer Conway, AR 72034

Service Representative Supervisor: Nikki Allen

40 Hours Per Week/$16.50 Per Hour 501-***-****; Contact; Yes

Experience/Accomplishments: Served as a Medical Senior Customer Service Representative responsible for taking inbound calls to assist home care providers in managing, recording, and properly documenting health care services that are provided to in home patients. Conducted electronic visit verifications (EVV) by validating the type of service performed, the individual receiving the service, the proper coding of services, and the date, time, and location of service. Assisted caregivers and home patients on how to navigate within the Sandata Technology software program to ensure accurate and proper documentation of home health care services. Assisted home patients/representatives and caregivers in navigating various web portals to view, edit, and document/validate health care visits. Reviewed claims to ensure proper authorization codes are recorded and identification of errors. Provided guidance and direction on the enrollment process, billing procedures, and program regulations. Acted as a Liaison between the payor and clients to verify appropriate service codes are annotated and address any concerns regarding payment or health insurance coverage. Assisted with invoicing questions/concerns to facilitate timely filing and answer general accounting questions. Assisted with exporting billing and payroll information into proper reports to enable timely payments. Also, assist clients/representatives with accessing and pulling service reports. Communicate recurring errors and lessons learned to management.

Phyllis Boyd; 870-***-**** advcd7@r.postjobfree.com

July 2018 – February 2019 Vacation Tour & Travel

Sales Representative Conway, AR 72032

28 Hours Per Week/$10.00 Supervisor: Lauren Michener

501-***-****; Contact; Yes

Experience/Accomplishments: Provided outbound calls to promote the sale of vacation packages. Verified current information and performed necessary data entry. Processed secure credit card payments. Answered questions/concerns regarding vacation packages to provide excellent customer service. Communicated orally in a

professional, clear, and pleasant voice to ensure a complete understanding of vacation packages & associated terms & conditions.

November 2017 – March 2018 Teletech

Customer Service Representative Jonesboro, AR

40 Hours Per Week/$9.50 Supervisor: Charles Vick

870-***-****, Contact; Yes

Experience/Accomplishments: Responsibilities included taking inbound calls to assist customers in understanding and managing individual health care accounts. Received inbound telephone calls and provided information regarding balance health care account debit cards, usage of debit cards, pending and recent activities/transactions, and any suspicious activity. Answered general questions regarding policies and procedures regarding various health care accounts. Educated clients on various health care programs and directed clients to appropriate subject matter expert. Assisted customers with solving basic log-in, passcode, and pin code issues. Assisted customers in reviewing and understanding claims, billing, credits, and amount due. Performed data entry to capture conversations and guidance provided to customers.

February 2016 – July 2017 NE Arkansas Community Correctional Correctional Officer Center, Osceola, AR 72370

40 Hours Per Week/$16.50 Supervisor: Ms. Whitaker

870-***-**** X121; Contact; Yes

Experience/Accomplishments: Supervised inmates/residents in eating, attending classes, leisure activities, and resting periods to ensure safety of the facility. Maintained a log of inmates’ movements, work release, and visitations. Escorted inmates to work assignments, visitations, medical appointments, and court. Received and transmitted messages to include logging of incoming and outgoing calls by operating communication equipment. Performed security inspections and checks, shakedowns, and searches of inmates. Ensured inmates followed all state confinement policies and procedures. Conducted investigations and wrote reports. Attended shift briefings to discuss incidents, problems encountered, and security issues. Monitored inmates’ activities and human behavior changes. Documented and reported abnormal changes in eating, social skills, and signs of abuse. Received ongoing education and training to include Certification in CPR and First Aid. Took disciplinary actions when necessary and exercised self-defensive tactics as appropriate.

November 2015 – February 2016 Mitchell Money Management

Administrative Assistant Jonesboro, AR 72403

20 Hours Per Week/$10.00 Supervisor: Beverly Riley

870-***-****; Contract; Yes

Experience/Accomplishments: Responsibilities included greeting customers, answering phones, making appointments, and filing paperwork. Reviewed all received documentation for completeness, prepared customer taxpayer files, and performed data entry of taxpayer general information using tax software programs. Assisted tax

preparers with review of customer’s tax documents. Answered basic questions regarding tax laws and regulations. Assisted with other administrative duties such as receiving and sorting mail and contacting customers to obtain additional information as appropriate. Assisted reviewing a variety of reports such as quarterly and annual reports for errors and/or completeness.

January 1990 – February 1994 AAFES Post Exchange

Sales Store Clerk Fort Ord, CA

30 Hours Per Week/$6.00 Fort Gillem, GA

Experience/Accomplishments: Greeted customers, answered questions about merchandise to include conducting price checks. Assisted customers in locating items. Monitored inventory and stock shelves as needed to include arranging items such as special sales items, returning merchandise to proper locations, and ensuring correct prices were listed. Processed financial transactions using computerized systems to include accountability of all funds. Completed daily reports to account for all transactions which included counting monies and reconciling any discrepancies. Processed reports for return and/or exchange of merchandise. All work was performed with limited or no supervision.

References: Available Upon Request

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