Amber Reed
Richmond
Summary
Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Highly skilled Customer Service Monitoring Specialist with experience in managing customer service operations and implementing effective problem-solving strategies. Notable strengths include streamlining processes, improving customer satisfaction rates, and training team members to deliver high-quality service. Previous roles involved ensuring optimal operational efficiency and enhancing communication between customers and company departments.
Overview
14
14
years of professional experience
5
5
years of post-secondary education
Work History
Customer Service Monitoring Specialist
SimpliSafe
Henrico
08.2024 - Current
- Provided monitoring support to ensure security for all customers homes and commercial properties.
- Interpreted and analyzed customer’s situations to resolve issues or dispatch services.
- Streamlined communication processes by dispatching authorities via escalations, enhancing response times and operational efficiency.
Remote Claims Benefit & Audit Specialist
Empower AI
Richmond
01.2022 - 06.2024
- Conducted follow-ups with providers regarding unresolved issues to enhance resolution rates.
- Collaborated with cross-functional teams to resolve escalated claims issues, facilitating effective communication and timely resolutions.
- Trained new team members on claims processing protocols and audit procedures.
Remote Customer Service/Customer Sales Representative
T Mobile Call center
Richmond
05.2021 - 11.2021
- Resolved complex customer account issues by analyzing data and implementing solutions, enhancing customer satisfaction and loyalty.
- Assisted customers with account management, providing tailored solutions to meet individual needs and improve loyalty.
- Utilized payment processing systems to ensure accurate transactions, leading to a reduction in processing errors.
- Managed inbound and outbound calls, resolving customer inquiries and enhancing overall satisfaction through effective communication.
Remote Customer Care/ Claims Agent
Maximus
Richmond
09.2014 - 05.2021
- Educated patients on insurance benefits and coverage options, fostering informed decision-making regarding their healthcare plans.
- Provided patients with timely updates on the status of medical claims, enhancing patient communication and satisfaction.
- Analyzed pharmacy and health plans to identify optimal coverage options, enhancing client satisfaction and decision-making efficiency.
Medical Assistant
Public Partnerships LLC
Richmond
08.2012 - 09.2018
- Assisted patients with personal hygiene, ensuring comfort and dignity while improving overall well-being and satisfaction.
- Safely transported patients to medical appointments, ensuring timely arrivals and adherence to scheduled care plans.
- Monitored patient blood pressure readings, ensuring accuracy and compliance with health protocols for optimal care.
- Ensured patient adherence to prescribed medication regimens, improving health outcomes through consistent follow-up and education.
Education
Bachelor of Arts - Developmental Psychology
Liberty University
Lynchburg, VA 09.2025 - 03.2026
High School Diploma -
Highland Springs High School
Richmond , VA 08.2002 - 08.2006
Some College (No Degree) - Medical Assistant
Fortis Technical College
Richmond VASkills
- Medical terminology
- Patient monitoring and care coordination
- Electronic Health medical records EHR/EMR
- HIPPA & regulatory compliance
- Virtual communication
- Claims/ Coordination of benefits
- Insurance verification and adjudication
- Critical problem solving
- Remote workflow management
- High volume of inbound/ outbound handling
References
References available upon request.
Timeline
Bachelor of Arts - Developmental Psychology
Liberty University
09.2025 - 03.2026
Customer Service Monitoring Specialist
SimpliSafe
08.2024 - Current
Remote Claims Benefit & Audit Specialist
Empower AI
01.2022 - 06.2024
Remote Customer Service/Customer Sales Representative
T Mobile Call center
05.2021 - 11.2021
Remote Customer Care/ Claims Agent
Maximus
09.2014 - 05.2021
Medical Assistant
Public Partnerships LLC
08.2012 - 09.2018
High School Diploma -
Highland Springs High School
08.2002 - 08.2006
Some College (No Degree) - Medical Assistant
Fortis Technical College