Amy Vance
Omaha
Summary
Experienced and dedicated customer service representative with a proven track record of success in a fast-paced call center environment. Utilizing in-house resources, including online databases and problem resolution procedures, to provide exceptional service, consistently delivering high levels of customer satisfaction. With over 15 years of experience, adept at working autonomously and adapting to various situations. Flexibility extends to accommodating any shift and being available to work weekends if necessary, ensuring customer needs are always met.
Overview
14
14
years of professional experience
Work History
Independent Contractor/Driver
Grubhub
03.2021 - Current
- Managed efficient delivery routes to ensure timely distribution of food items.
- Ensured timely delivery of passengers or goods to designated locations.
- Acquired necessary items from multiple stores.
- Enhanced customer satisfaction through effective communication.
Claims Specialist
US Department of Veterans Affairs
12.2017 - 12.2022
- Provided information related to pending claims.
- Operated multiple applications across simultaneous screens.
- Actively addressed provider concerns ensuring claim resolution.
- Established compliance protocols for HIPAA by enhancing EHR system security.
- Collaborated with vendors resolving technical issues in clinical informatics applications.
- Facilitated providers in handling recent and previous billing statements.
- Delivered outstanding client support across interactions.
- Transferred unresolved claims to designated teams efficiently.
- Developed innovative strategies for assisting providers in overcoming challenges.
Customer Support Representative
National Association of REALTORS
09.2015 - 11.2017
- Managed dual customer interactions by addressing inquiries.
- Facilitated client success by providing detailed step-by-step assistance.
- Provided exceptional customer assistance with emphasis on surpassing standards.
- Excelling in delivering tasks efficiently while working from home.
- Executed financial processing for due payments owed by Realtors.
- Used CRM software to log customer interactions, maintain account details, and monitor resolution progress.
- Handled challenging customer scenarios with a positive attitude to ensure resolution.
Marketing Consulting
Appointment Setting
11.2010 - 08.2015
- Coordinated client scheduling for roofing services.
- Managed overall administrative procedures to enhance productivity.
- Scheduled and updated appointments to contractor calendars daily.
- Developed targeted call leads to ensure correct area contact.
- Monitored and tracked individual employee hours for accurate timekeeping.
- Advanced into a leadership position in under six months, showcasing strong capabilities.
- Facilitated ongoing discussions to disseminate information, highlight effective methods, and support teamwork.
- Delivered quick solutions to address customer concerns and enhance overall experience.
- Engaged in outreach through calls and emails to promote offered services.
Education
High School Diploma -
Kanesville High School
Council Bluffs, IASkills
- Pays Attention To Detail
- Excellent communication skills
- Leadership Experience
- Telemarketing
- Time Management
- Microsoft office
- Detailed oriented
- Live chat
- Active listening skills
- Health Insurance
Timeline
Independent Contractor/Driver
Grubhub
03.2021 - Current
Claims Specialist
US Department of Veterans Affairs
12.2017 - 12.2022
Customer Support Representative
National Association of REALTORS
09.2015 - 11.2017
Marketing Consulting
Appointment Setting
11.2010 - 08.2015
High School Diploma -
Kanesville High School
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