Customer Service Virtual Communication

Deborah M. Byrne

*** **** **** #***, ***********, NC 28117

704-***-**** - *****.*******.*@*****.***

Dedicated, analytical, tenacious, customer obsessed, self-starter with pro-active ability to think outside-the-box approach to problem-solving, and extensive virtual and direct customer service experience. Seeking an opportunity to utilize my experience and skills for the benefit of my employer and its customers. PROFESSIONAL EXPERIENCE

Humana Insurance (Virtual Communication Center)

Member Advocate/Inbound Contacts Representative 2

Responsibilities and Achievements

• Provide policy benefits and copayment information to members.

• Thoroughly research and reconcile claims and vendor’s billing to determine member’s responsibility.

• Effectively communicate with doctors’ offices, hospitals, and various medical vendors and professionals on member’s behalf.

• Verify authorizations and referrals for members, especially regarding claims and upcoming medical appointments.

• Troubleshoot technical problems on the company’s three websites.

• Reassure members of my commitment to the ownership and resolution of their issue.

• Listen with empathy and compassion to members’ needs.

• Provide needy members with community services to provide them food, shelter, transportation, and utility bill assistance. Amazon (Virtual Communication Center)

Positions Held: Executive Customer Relations Specialist Sr. Resolution Specialist

Concierge Specialist

Amazon Logistics Specialist

Amazon Business to Business Specialist

Site Level Concession Review Specialist

Amazon Lockers Specialist

Search & Rescue Specialist

Responsibilities and Achievements

• Thoroughly investigated grievous customer complaints forwarded to my team by Mr. Bezos, founder and CEO or top-level executives. The investigation process was multi-layered and frequently involved requesting additional information from other branches of the company. Personally, communicated final resolutions to the customer or forwarded resolution recommendations to corporate stakeholders for final action.

• Addressed and resolved difficult, complicated, and challenging customer issues escalated by US and Canadian agents.

• Left clear, concise, documentation on account to communicate to others the actions taken, to be taken, and the reason for those actions.

• Assured customers of my ownership of their issue, and determination to resolve it as quickly and fairly as possible.

• When needed, orders were monitored from inception to delivery, with update emails sent to customers to preserve the level of trust established in initial conversation.

• Provided white glove service and addressed concerns and complaints on orders of $2,500 or more.

• Frequently multi-tasked and coordinated with intercontinental freight carriers, local delivery companies, and Amazon Home Services to provide a seamless, effortless, positive buying experience for customers.

• Achieved and maintained 100% PRR for 8 of 9 weeks of Peak 2019 (metric is 50%).

• Received letter of commendation for outstanding customer service from Office of the Chairman.

• Presented calm, empathetic, professional demeanor while listening to customer’s frustration and/or disappointment.

• Asked to be guest speaker at graduation of new hire class. Accredo Specialty Pharmacy

Patient Care Advocate

Explained prescription benefits of various insurance plans to patients and family members. Developed internal departmental and interdepartmental team of like-minded individuals from underwriting and billing departments, pharmacists and pharmacy assistants, teammates and supervisors, all dedicated to the wellbeing of the patient and determined to provide the patient with their needed medications as expeditiously as possible. Coordinated with doctor and/or medical facility, pharmacist, case worker, and patient for delivery of medications essential to patient’s quality of life or life itself. Allen Tate Realtors

Realtor

Graduated First in Class in real estate license school. Passed State Boards on first attempt. “Rookie of the Year” with residential sales in excess of $1,600,000. Million Dollar Producer 1998, 1999, 2000, 2001. Promoted to Trainer in first year. Instructed new agents in sales and administrative procedures, as well as the marketing and advertising of properties. Stuart, Coleman & Co., Inc. / Mason Equity Associates Corporate Vice President, Investor Services

Vice President, Tax Advantaged Investment Division Manager, Tax Advantaged Investment Division

Executive Assistant / Office Manager

Participated in start-up operation and subsequent expansion of New York Stock Exchange member firm from eight employees to over 200 in NY, NJ, AR, and TX. Initial position was as Executive Assistant to Chairman and CEO. Eight years later I was the only female officer, responsible for all investor services, inquiries, and complaints for all four divisions of investment firm. Personally reviewed, documented, approved, and placed over $25,000,000 in unsecured investor loans. Researched and analyzed the performance and financial reports of all real estate, cable TV, and medical diagnostic centers managed by firm and reporting findings in the quarterly and annual reports to investors. J. Walter Thompson, Inc.

Executive Assistant to Chairman of the Board, USA/Vice Chairman, Worldwide (world’s largest advertising agency) Design Group, Division of Greyhound Corporation

Executive Assistant to President

President was frequently away on extensive business trips both domestic and international. Took charge of the day to day running of the company, reviewing of contracts, and resolving the occasional crisis in his absence. Project Manager

Implemented cost control system to track expenses for each project, from a small trade show exhibit in New York city to a major exhibit at the Cairo Museum in Egypt. Included cost of all materials, transportation, construction and breakdown

(manpower), and all miscellaneous fees and expenses (i.e., expense account charges). Accounting Supervisor

Maintained all accounts receivable, accounts payable, general ledger entries and income/expense statement for review by Greyhound CFO’s monthly visit.

Special Projects

• Exercised total control of administrative and financial procedures for investor participation in:

• $4,000,000 cable television systems limited partnerships

• $10,000,000 residential apartment complexes limited partnerships

• $10,000,000 diagnostic medical centers limited partnerships

• $2,000,000 stock underwriting

• Personally, attended construction meetings in Amsterdam, Holland, and dry-dock operations inspections in Bremerhaven, Germany, for the renovations of all shops and boutiques on the S.S. Norway, formerly the S.S. France.

• Served as Logistics Coordinator on Executive/Planning Board for the Annual “I Love New York Pro/Celebrity Tennis Tournament” for the benefit of the Astoria Motion Picture and Television Foundation Education

St. John’s University, New York, NY

Bachelor of Science Degree in Education, Regents Scholarship, Dean’s List

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