Multitasking Customer Service Professional with Healthcare Focus

Amber Davenport

Olney, TX *****

************@*****.***

+1-940-***-****

Professional Summary

Dedicated and versatile profession with experience in food service, customer service, and childcare environments. Recognized for strong work ethic, multitasking abilities, and commitment to supporting team operations. Reliable, detail oriented, and always willing to go the extra mile to ensure customer satisfaction and workplace efficiency.

Willing to relocate: Anywhere

Authorized to work in the US for any employer

Work Experience

Customer Advocate II

concentrix-Olney, TX

August 2025 to Present

• Provided exceptional customer service to patients and their families, addressing inquiries, resolving issues, and ensuring a positive experience

• Managed a high volume of incoming calls in a fast-paced environment, consistently meeting or exceeding call handling metrics

• Collaborated with healthcare providers to coordinate appointments, referrals, and authorizations for medical procedures

• Assisted in the resolution of billing discrepancies by working closely with insurance companies and patients to ensure accurate payment processing

• Maintained detailed records of customer interactions using CRM software, ensuring accurate documentation for future reference

• Provided support during open enrollment periods by guiding customers through the process of selecting appropriate healthcare plans

• Participated in ongoing training programs to stay updated on changes in healthcare policies and procedures

• Contributed to team meetings by sharing insights on common customer concerns and suggesting improvements for overall service delivery

• Developed expertise in specific areas such as Medicare/Medicaid eligibility requirements or prescription drug coverage policies

• Achieved XX% increase in patient satisfaction scores through effective communication skills

• Maintained strict confidentiality regarding patient information according to HIPAA regulations

• Demonstrated empathy towards distressed callers while efficiently addressing their concerns within established guidelines

• Maintained a high level of professionalism during challenging interactions with upset or irate customers, deescalating situations effectively

Medicare Advocate

Agent C Solutions-Olney, TX

October 2019 to September 2021

• Help Customers navigate through their coverage and ensure that they are getting the most out of their medicare plan

• Answer any question that will help customers plan and utilize all their benefits

• Start the process of getting customers enrolled into medicade

• Follow all warm leads that the company gave

• Assist customers while transferring them over to talk to a licensed agent

• Input detailed summaries of customer calls into crm database Customer and Sales Representative

ResultsCX-Wichita Falls, TX

March 2017 to September 2019

• Provided clear and concise instructions while helping customers

• Answer any customer questions and provide helpful solutions

• Help sell and promote products and services for clients

• Resolved customer complaints with a courteous attitude

• Provide detailed summaries of customer calls in the crm database

• Consistenly answer phone calls web chat or email with exceptional attitude Education

Gener (High school diploma)

Hirschi High School

August 2014 to May 2017

Skills

• Inside sales

• Government agency customer support

• Medical office experience

• Technical Proficiency

• Microsoft Dynamics 365

• iOS

• Phone customer support

• Order inquiry handling

• Phone call management

• 5G

• Outbound calling

• Market research

• Microsoft Excel

• CRM system proficiency

• Wireless sales

• Welding

• Negotiation

• Ethernet

• Slack

• Data entry

• Phone answering

• Data collection

• Providing product information

• Copper CRM

• Hospitality

• Technical sales

• Customer support - Customer support experience (3-5 years)

• Product demos

• Fabrication

• Working with people with disabilities

• Cash register

• Hotel experience

• Email customer support

• Technical troubleshooting support

• Cleaning

• Improving customer support response time - Customer support response time improved (More than 30%)

• Cash handling

• Maintaining patient confidentiality

• Residential cleaning

• Customer support specialist experience

• Employee evaluation

• Managed care

• Google Docs

• Order processing

• PCI

• Typing

• Computer skills

• Microsoft PowerPoint

• Writing skills

• Mobile devices

• Financial concepts

• macOS

• Computer literacy

• Productivity software

• Office experience

• Attention to detail

• Computer operation

• Driving

• Achieving sales targets - Sales targets achieved (90-100%)

• Technical writing

• Microsoft Outlook

• Customer service

• VPN

• Time management

• Community outreach

• Communication skills

• Microsoft Office

• Organizational skills

• HIPAA

• Microsoft Teams

• Health insurance

• Phone Etiquette

• Marketing

• Telemarketing

• Individual consumer customer service

• Call center agent experience

• Problem-solving

• Medicare

• Internal employee customer service

• MIG welding

• Microsoft Word

• Phone inquiries

• Windows

• Call center experience

• Live chat

• Customer support experience within healthcare industry

• Technical support

• Behavioral health

• Billing issue inquiries

• Classroom experience

• Search engines

• Laundry

• Managing customer accounts

• Analysis skills

• Front desk

• English

• 10 key typing

• Guest services

• Telephony

• Financial sales

• Administrative experience

Languages

• Spanish

Certifications and Licenses

First Aid Certification

CPR Certification

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