AMY ALEMAN
Visalia
Summary
Resourceful and hardworking strong individual with organizational abilities. Over 20+ years of experience in customer service/front end. Proficient in HIPAA compliance, multitasking and optimizes customer satisfaction. Reliable, prompt, and trustworthy.
Overview
25
25
years of professional experience
Work History
Sales Associate
Coach
Tulare, CA
11.2024 - Current
- Assisted customers in selecting luxury merchandise and providing personalized service.
- Maintained knowledge of product features and current fashion trends for effective selling.
- Organized merchandise displays to enhance visual appeal and drive customer interest.
- Collaborated with team members to achieve daily sales goals and improve store operations.
- Helped customers find specific products, answered questions, and offered product advice.
- Greeted customers and provided exceptional customer service.
- Performed cashier duties such as accepting payments, issuing receipts and counting money back change.
- Provided accurate information about products, prices and services.
- Maintained cleanliness of store environment including floors, windows, displays.
- Restocked shelves as needed to ensure sufficient inventory levels.
- Built and maintained relationships with peers and upper management to drive team success.
Customer Service Team Lead
Foundation for Medical Care
01.2020 - Current
- I oversee eight customer service representatives. My team has metrics to meet and I make sure they are being met every month and if not I have to find solutions for them to be met.
- I have side sits with my team to ensure they are following the guidelines and regulations set up by our employer.
- I monitor their phone calls daily and provide any coaching as needed.
- I create spreadsheets to keep track of supervisor phone calls and along with rework/issue requests.
- I have been the onsite company Trainer for Customer Service for the last four years.
- I handle escalated issues, such as appeal/grievances, second call resolutions and any supervisor call.
- I am part of a team that created a new phone system and continually have meetings to ensure the system is running smoothly and/or identify any concerns.
- I run reports on the individual performance of each representative.
- I am the person my manager relies on to step up wherever I am needed.
- I also jump on phones when needed to maintain our metrics.
Cashier
Buffalo Wild Wings
01.2023 - 01.2024
- Answered multi-phone lines, took orders over the phone.
- Worked as cashier, handled money.
- Greeted incoming customers, added them to the wait list when needed.
- Bagged orders as they came in, deep cleaned the front area.
Burlington
01.2019 - 01.2020
- Answered phones, worked on register, handled money.
- Set up lay-a-ways, worked go backs.
Customer Service Representative
Foundation for Medical Care
01.2009 - 01.2020
- Answer phones, maximum of 80 per day, confirm member eligibility, quote benefits and provide claim status.
- Provide and set up appeal/grievances on behalf of our members.
- Loaded providers into the Anthem BlueCross date base, confirmed if in network or out of network.
- Was promoted to Customer Service Team Lead in 2020.
Data Entry
Foundation for Medical Care
01.2008 - 01.2009
- Keyed in 200 claims per day.
- Sent claims back for adjustment.
Office Receptionist / Biller
Dr. Valdivia
01.2000 - 01.2008
- As the office receptionist I would greet patients, responsible for collecting copays, coinsurance, and deductibles.
- I would make their follow up appointments.
- Answered multi-phone lines, made appointments over the phone.
- Created charts for the new patients.
- As a Biller, made phone calls to insurance companies to verify eligibility and benefits.
- If prior authorization was needed I would obtain that as well.
- I created claims and input charges.
- Input claims payments on Excel spreadsheet.
- Called for claim status and appeal status.
- Worked on aging report, followed up with patients via telephone who had an outstanding balance.
Education
High School Diploma -
Tulare Union High School
Tulare, CA06-2000
Skills
- Ten Key
- HIPAA Certifications
- Medical Insurance
- Medical Coding
- Insurance Verification
- Medical Receptionist
- Medical Terminology
- Data Entry
- Patient Care
- Communication Skills
- Answer Multi-phone lines
- Run Reports
- Phone Etiquette
- Detail Oriented
- Communication skills
- Coaching techniques
- Call monitoring
- Employee training
- Issue resolution
- Customer service
- Team leadership
- Time management
- Cash handling
- Inbound call answering
- Training materials
- Staff education and training
- Professional telephone demeanor
- Telephone etiquette
- Multi-line phone talent
- Medical terminology
- Call center experience
Timeline
Sales Associate
Coach
11.2024 - Current
Cashier
Buffalo Wild Wings
01.2023 - 01.2024
Customer Service Team Lead
Foundation for Medical Care
01.2020 - Current
Burlington
01.2019 - 01.2020
Customer Service Representative
Foundation for Medical Care
01.2009 - 01.2020
Data Entry
Foundation for Medical Care
01.2008 - 01.2009
Office Receptionist / Biller
Dr. Valdivia
01.2000 - 01.2008
High School Diploma -
Tulare Union High School