Amy Puryear
High Priority Agent
Richmond
Summary
Dynamic professional with nearly 30 years of experience in customer service, specializing in the healthcare and banking sectors. Proven track record of delivering exceptional service and fostering strong client relationships. Eager to leverage extensive expertise and commitment to excellence in a challenging role at Capital One, contributing to innovative solutions and enhanced customer experiences. Passionate about driving results and supporting organizational growth through effective communication and problem-solving skills.
Overview
18
18
years of professional experience
Work History
High Priority Agent
Capital One
Richmond, VA
01.2021 - Current
- Answer escalated calls for our High Priority customers.
- Mentored new hires since I started. Trained the first DNC agents.
- Informed clients of policies and procedures.
- Always maintain my KPI's.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
- Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
Acquirer
Capital One
Richmond, VA
01.2020 - 01.2021
- Worked as a frontline agent taking calls for Capital One Banking customers.
- Also mentored for new hires after a few months on the job.
Patient Access Representative
VCU Health
Richmond, VA
05.2016 - 01.2020
- Ran the front desk of the Neurology, Rheumatology, and Pain Medicine office at VCUHS.
- Checked patients in and out, responded to patients messages that they left for the doctors.
- Was also responsible for scheduling and rescheduling over twenty providers schedules.
Call Center Representative
VCU Health
Richmond, VA
03.2008 - 05.2016
- Answered calls for every clinic at VCUHS, making appointments and taking messages to send to the providers from their patients.
- Became the Team Lead of the Electronics Team where we called patients who had been referred or message patients in the patient portal.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
Education
High School -
Hermitage High School
Richmond, VA01.1995
Skills
- Great customer service
- Great communication skills
- Work well with others and alone
- Problem solving
- Time management
Timeline
High Priority Agent
Capital One
01.2021 - Current
Acquirer
Capital One
01.2020 - 01.2021
Patient Access Representative
VCU Health
05.2016 - 01.2020
Call Center Representative
VCU Health
03.2008 - 05.2016
High School -
Hermitage High School