Director of Customer Experience

• Oct 2020 - Present

As the Director of Customer Experience at Amy Porterfield, Inc. I oversee our customer support department, I manage and design the experiences we deliver to our community and customers. I oversee the retention and recovery of payments along with ensuring our products are delivered properly to our students who enroll in our programs.

Customer Experience Manager

• Aug 2019 - Present

Training Manager

• Dec 2013 - Aug 2019

Customer Service Supervisor

• Apr 2015 - Dec 2017

Participate in management of Technical Support Team.Carry out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and coaching employees; addressing complaints and resolving problems.

Senior Team Lead

• Sep 2014 - Apr 2015

Team Lead

• Mar 2014 - Sep 2014

Technical Support Specialist

• Oct 2013 - Mar 2014

Patient Access Representative

• Mar 2012 - Aug 2013

Responsible for greeting customers and providing assistance with registration and bed control. Conducts patient/guarantor interviews, explains hospital policies, financial responsibilities, privacy practices and patient bill of rights. Ensures that pre-certification and/or authorization are obtained, patient liabilities are collected, and appropriate bed assignments are made. Responsible for greeting customers and providing assistance with registration and bed control. Conducts patient/guarantor interviews, explains hospital policies, financial responsibilities, privacy practices and patient bill of rights. Ensures that pre-certification and/or authorization are obtained, patient liabilities are collected, and appropriate bed assignments are made.

Bi-Lingual Customer Service Rep

• Jul 2008 - Jul 2011

Responsibilities included answering inbound calls concerning underwriting flood insurance for different Insurance companies contracted by National Flood Services. Underwriting using NFIP's guidelines and regulations, assisting Insurance companies, taking payments, processing claims and answering any Spanish calls that come into the bilingual queue. Responsibilities included answering inbound calls concerning underwriting flood insurance for different Insurance companies contracted by National Flood Services. Underwriting using NFIP's guidelines and regulations, assisting Insurance companies, taking payments, processing claims and answering any Spanish calls that come into the bilingual queue.

Receptionist

• Jan 2006 - May 2008

Responsibilities included signing in and greeting guest as they arrived to the office. Sort mail, delivered packages, answered the main phone line and transferred calls to the correct department. Worked closely with the Office Manager with projects and events. Responsibilities included signing in and greeting guest as they arrived to the office. Sort mail, delivered packages, answered the main phone line and transferred calls to the correct department. Worked closely with the Office Manager with projects and events.