Customer Experience & Call Center Expert

AMBER ROMERO

ALBUQUERQUE, NM • 602-***-**** •

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

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PROFESSIONAL SUMMARY

Customer Experience & Call Center Specialist with 10+ years supporting healthcare, telecom, and financial services environments. Known for high call quality, fast resolution, strong compliance, and the ability to handle complex, sensitive customer issues with empathy and accuracy. Brings experience in eligibility support, benefits navigation, retention, banking inquiries, and escalated problem solving.

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CORE SKILLS

Customer Support • Call Center Operations • Benefits & Eligibility • Healthcare Navigation • Banking & Credit Card Support • Retention & Sales Support • De escalation • FDCPA/UDAPP/HIPAA Compliance • Multi System Navigation • Documentation Accuracy • Coaching & Team Support • Scheduling & Training • Empathy Driven Service

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CALL CENTER PERFORMANCE METRICS

•Customer Satisfaction (CSAT): 90–95%

•First Call Resolution (FCR): 80–88%

•Average Handle Time (AHT): 4–6 minutes

•Quality Assurance Scores: 92–97%

•Call Volume: 60–90 calls/day

•Accuracy in Documentation: 98%

PROFESSIONAL EXPERIENCE

Field Service Technician — TekSystems

August 2023 – August 2024

•Supported the unwinding of the Public Health Emergency (PHE) by assisting Medicaid members with re enrollment and eligibility verification.

•Processed and validated high volume data in automated systems with 98% accuracy, ensuring compliance with state requirements.

•Conducted outbound calls to gather missing information and confirm eligibility details, improving case completion rates.

•Delivered clear, empathetic support to individuals navigating complex healthcare changes.

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Engagement Specialist (Somatus Program) — Carenet Health November 2021 – October 2022

•Handled inbound and outbound calls helping members understand and use their health insurance benefits.

•Scheduled preventive screenings, PCP updates, urgent care visits, and COVID 19 vaccinations, improving member compliance with care plans.

•Coordinated with providers for after hours appointment scheduling, transportation, and pharmacy needs.

•Resolved benefit questions, claims inquiries, and authorization issues with strong accuracy and service quality.

•Maintained high QA scores through consistent documentation and multi system navigation.

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Deposits & Credit Card Banker (USAA Campaign) — Alorica March 2018 – December 2019

•Managed high volume inbound banking and credit card calls, resolving billing, balance, payment, and dispute issues.

•Delivered professional de escalation and reduced repeat calls by providing clear follow up options and accurate resolutions.

•Verified and documented customer requests across multiple systems with 98% accuracy.

•Supported collections related inquiries while maintaining compliance with FDCPA, UDAAP, and Regulation A E.

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Account Services Manager (Retention) — Sprint

• March 2011 – February 2015

•Served as the final point of contact for escalated or transferred calls, resolving complex billing, device, and coverage issues.

•Retained customer accounts by identifying value add solutions and recommending products aligned with customer needs.

•Collaborated with executives, product vendors, and customers to address technology needs and improve satisfaction.

•Analyzed device, software, and network issues to identify root causes and recommend corrective actions.

•Adapted responses to unique customer situations, maintaining strong retention and service metrics.

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Customer Service Representative — Sitel

October 2009 – May 2011

•Delivered world class customer support for clients across multiple industries via inbound phone calls.

•Provided accurate product/service information and escalated complex issues when appropriate.

•Maintained monthly performance stats, schedule adherence, and multi window system navigation.

•Proposed process improvements to team leadership to enhance customer experience and workflow efficiency.

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LEADERSHIP & TEAM SUPPORT

•Supported teams of up to 14 employees through scheduling, coaching, training, and performance documentation.

•Assisted with monthly goals, paperwork, and operational support to improve team performance.

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ADDITIONAL SKILLS

•MS Office proficiency

•Strong verbal/written communication

•High empathy and patience

•Multi system and multi window navigation

•Dialer systems & call campaigns

•Problem analysis & resolution

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REFERENCES

Available upon request.

Contact this candidate