Amber Mock
Burlington
Summary
Dynamic Customer Service professional with extensive experience in fostering team growth and enhancing customer satisfaction. Skilled in conflict resolution, relationship building, and monitoring performance, leading to measurable improvements in team productivity and customer experience.
Overview
13
13
years of professional experience
Work History
Customer Service Development Lead
Mediusa
Whitsett, NC
04.2024 - Current
- Maintain training documents for the department.
- Monitor team's questions and performance, while fostering skill development and enhancing team performance.
- Daily team planning, assigning tasks and duties, tracking daily goals.
- Weekly and/or monthly individual goals and performance reviews.
- Daily team support for Management decision making.
- Assist in elevated customer complaints with customer satisfaction as the primary goal.
- Support with order processing and inbound calls depending on customer demand.
- Monitor order trends and present to Management.
Accounts Receivable Supervisor
Mediusa
Whitsett, NC
02.2021 - 04.2024
- Oversaw daily Accounts Receivable operations, ensuring timely invoicing and collections.
- Implemented process improvements, enhancing accuracy of financial reporting and reducing discrepancies.
- Trained and mentored junior staff on best practices in Accounts Receivable management.
- Analyzed aging reports to identify overdue accounts, developing strategies for improved cash flow.
- Maintained all training material.
- Monitored individual and team performance, providing constructive feedback, conducting performance reviews, recognizing achievements, and obtained team's feedback/suggestions for improvement.
- Acted as the primary contact or team questions, activities, facilitating meetings.
- Constant team encouragement creating a positive environment daily, while promoting engagement and innovation.
Denial Specialist
Solstas Lab Partners
Greensboro, NC
01.2017 - 02.2021
- Analyzed denial trends to identify root causes and implement corrective actions.
- Collaborated with insurance providers to resolve claim discrepancies efficiently.
- Reviewed and processed denied claims for timely appeals based on policy guidelines.
- Mentored junior staff in denial management best practices and compliance standards.
Customer Service Representative
Mediusa
Whitsett, NC
04.2013 - 02.2021
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Managed up escalated issues, ensuring timely resolutions and customer satisfaction.
- Developed training materials for new representatives, enhancing onboarding efficiency.
- Implemented process improvements to streamline customer service workflows.
- Placed orders via phone, email, and our b2b website.
Education
High School Diploma -
Southern Alamance High School
Graham, NC06-2001
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Relationship building
- Call center experience
- Computer proficiency
- Conflict resolution
- Microsoft Excel
- Complaint resolution
Timeline
Customer Service Development Lead
Mediusa
04.2024 - Current
Accounts Receivable Supervisor
Mediusa
02.2021 - 04.2024
Denial Specialist
Solstas Lab Partners
01.2017 - 02.2021
Customer Service Representative
Mediusa
04.2013 - 02.2021
High School Diploma -
Southern Alamance High School