Customer Service Quality Assurance

AW

AMANDA WEBB

***********@*****.*** 970-***-**** Dolores, CO 81323

Customer service all star with extensive experience in management, customer service and high volume businesses. Expresses a distinguished ability to effectively communicate and lead a team with organizational, written, and strong interpersonal skills.

Motivated remote provider services representative that exceeds quality assurance and call time goals and expectations. Dedicated to completing job tasks on time with great attention to detail. Motivated and well seasoned professional willing to go above and beyond in delivering excellent customer service to. Responds to customer needs efficiently with compassion and care. Retail/ Restaurant Management

Department Management

Administrative Management

Recruiting

Dispatch

Sales/ Marketing/ Merchandising

Strong interpersonal and effective negotiation skills MS Office software experience (Word, Excel, Power Point, Outlook)

Ability to interact with different personalities

Project Management

Luxury Resort Housekeeping

Laundry Management

Customer Service

Hardworking

Customer-Oriented

Quality Assurance

Hospitality background

Customer service-focused

Excellent oral and written communication

Focused and detail-oriented

Teamwork

Exceptional time management

Cleaning methods

Guest Relations

De-Escalation Techniques

Quality Control

Regulatory Compliance

Multi-Line Phone Systems

Strong Analytical and Problem Solving Skills

Microsoft Exchange

Project management abilities

Inbound and Outbound Calling

LiveChat Messaging

Calm and Professional Under Pressure

Understanding Customer Needs

Remote Office Availability

Customer service excellence

Microsoft Office

Technologically savvy

Call Center Operations

Policies and Procedures Adherence

QNXT Knowledge and training

Dunton Hot Springs Dolores, CO

Housekeeper

05/2023 - Current

Ability to work in faced paced environment

Daily execution for a set of standard operating procedures for housekeeping tasks to ensure consistency and efficiency in cleaning practices.

Utilizing strong communication with team and other departments though out work day to ensure efficient execution of daily tasks. Inspected guest rooms after cleaning to ensure they were presentable. Conduct regular inspections of guest rooms and public areas to identify areas for improvement and provide feedback to housekeeping staff. Summary

Skills

Experience

Collaborate with the maintenance department to address any maintenance issues that may impact the cleanliness and appearance of the property. Disinfected high-touch surfaces daily to prevent illness transmission in households.

Coordinated schedules with team members to maximize productivity during shifts.

Returned vacant rooms to occupant-ready status by deep cleaning, changing linens, restocking inventory and removing trash. Adhered to daily cleaning schedules and updated as needed based on demand.

Demonstrated adaptability when faced with last-minute schedule changes or additional tasks.

Rendered detailed and timely cleaning services while working in fast-paced environment with multiple interruptions. Checked inventory for required supplies and made lists for needed cleaning products.

Organized guest cabins to promote functionality and aesthetics. Reqroute/ Cognizant San Jose, California

Provider Services Representative

12/2022 - 05/2024

Meet and exceed goals for call times and quality assurance to providers. Referred unresolved provider grievances to designated departments for further investigation by creating and managing tickets.

• Review membership eligibility to providers for patients to receive care. Follow all HIPAA guidelines.

• Review COB information codes, warning messages and edits for correct processing or reprocessing of claims and appeals.

Applied knowledge of QNXT systems and applications related to provider services.

Knowledge of Medicaid, Medicare COB, claims processing and appeal submission.

COB and benefit summary knowledge

Review and provide information on claims and appeal statuses to providers.

Evaluated pending claims prior authorizations to identify and resolve problems efficiently and rapidly.

Responded quickly to customer complaints and used diplomatic communication to initiate problem resolution and or referral to appropriate department.

Maintained professional relationships with healthcare providers. Adhered to HIPAA requirements to safeguard patient confidentiality. Assisted physicians by providing COB, eligibility information. Follow all HIPAA guidelines with compassion while providing accurate benefits information to providers.

Prepared reports, invoices, letters, or medical records using word processing, spreadsheet, or other software applications. Assisted physicians with billing and member information for correct dates of service.

Mr. Rooter Plumbing DFW Dallas, TX

Dispatcher/ Project Manager

07/2019 - 07/2020

Dispatching the right kind of technicians to calls based on the urgency and type of call scheduled

Maintaining excellent communication skills with customers so that they are in the know every step of the way

Managing all paperwork, permits, purchase orders, and engineer reports for the jobs open, as well as setting up correspondence with the city to get the jobs green tagged and closed out

Processing payments as well as processing and running new credit applications

Managing all timesheets for jobs and technicians who are working them General office duties, along with maintaining a healthy work relationship between team of technicians and office officials.

Monitored dispatch board and adjusted call priorities regularly based on caller needs.

Utilized various software systems to facilitate movement, planning and scheduling.

Supervised driver dispatching, route planning, and vehicle tracking for driving team.

Identified locations and needs of callers to accurately send assistance. Kept detailed and updated records of calls in physical and electronic databases.

Smith Protective Services

Recruiter/ Dispatcher

03/2018 - 07/2019

Sourcing of new security candidates, new hire processing and dispatching General front office duties.

McDonalds INC

Certified Swing Manager

09/2017 - 02/2018

Managing crew, training, customer complaints, daily maintenance and cleanliness, make sure team is meeting McDonalds standards Also responsible for meeting targets during shifts and helping designated departments meet their goals.

Ross Dallas, TX

Area Supervisor

12/2016 - 10/2017

Store leadership as manager on duty also responsible for the men's, children's, and accessories departments.

Kept areas clean, neat and inspection-ready to comply with product guidelines.

Monitored employee work and determined benchmarks for performance indicators.

Identified appropriate solutions to minimize issues and quickly solve problems.

Managed daily operations, client relations and IT. Coached staff on strategies to enhance performance and improve customer relations.

Counted and balanced registers.

Delegated work to staff, setting priorities and goals. Directed and supervised staff performance.

Completed thorough opening, closing and shift change functions to maintain operational standards each day.

Conducted department walkthroughs to assess and remedy factors such as cleanliness, inadequate stock levels and poor merchandising. Managed [number] employees.

Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.

Evaluated store performance and incorporated feedback to implement improvement plans.

Trained, managed and motivated employees to promote3” professional skill development.

Massage Envy

Assistant Clinic Administrator

Open and closed shifts with responsibility to oversee as well as manage the operations of the clinic in absence of Clinic Administrator. 06/2012 - 10/2012

Marque Learning Centrr Dallas, TX

High School Diploma

05/2009

Marque Learning Center, Dallas, Texas

Prima Med Training Institute Richardson, Texas

Education and Training

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