Amber Guy Email & Phone Number

Services offered:- Project Management- Onboarding and Offboarding of clients- Team Management- Systemized Workflows- Customer Relationship Management- Company OrganizationTop Qualities: resolution finder, workflow advocate, detail-oriented, organizational masterMyers Briggs: ESTJ

Toronto, Ontario, Ca

• Proven track record of exceeding 100% goal and objectives through negotiating and establishing rapport. In 2021, I hit incentive goal of 120% for 6 out of the 12 months. The other remaining months I was placed on special projects to assist with back office processes. • Execution of business control documents used by front line agents within the US Bank Card department in the form of work instruction and job aides. Job aides created include HVAR Call Schedule, Late Fee Waiver, Transfer Call, and Skip Trace. o Selected to work on the Procedure Framework Project lead by Shared Services business management group.• People Leadership – when new hires complete training they maintain a 'nesting' environment for 2 weeks. I coached and developed these teams providing support for customer resolution and escalations since 2020• Ongoing facilitation of new hire training as the US Bank Card Training Ambassador. To date, I have led and developed over 5 classes from nesting through graduation. • Project / Change Management -tracking, reporting and analysis of USBC short-term projects o Proven reputation as point of contact for Senior Leaders • Champion for WOW! Customer experience and call handling. I have led JD Power presentations since 2020• Able to analyze and make decisions that are aligned within regulatory requirement -strong understanding of FDCPA, REG B, TCPA • Promoted into the Job Enrichment program supporting Service Quality and the Customer experience team o Used Harmony to perform call monitoring and controlso Customer complaint resolution for US Bank card o Digital capability platform testing -working with the Strategy Optimization team to perform data analysis on the success rate of TDAF extensions using the DCAP portal

Toronto, Ontario, Ca

-Recognized as the Top Performer in May 2020 with an overall final result of 120% in 5 categories including Dollars Collected, Promises Kept, and Promises Taken. -Acts as a resource for team members with less experience; facilitates the training and nesting process for all USBC new hires. -Evaluates issues, errors, and problems based on practices and existing precedents or procedures on high value risk accounts.-Explains detailed information within the team; builds working relationships with related teams. -Send out team incentive reports and important updates weekly-Facilitate team meetings and record meeting minutes.-Takes action as appropriate to mitigate the banks exposure.

•Secures payments by screening insurance information; identifying patients requiring pre-admission approvals from third-party payers; verifying approvals; notifying patient accounts department of self-paying admissions.•Prepares admission folders by gathering admission paperwork for scheduled patients.•Greets and receives patients to be admitted by conducting personal interviews; entering demographic and insurance information; confirming pre-admission information; obtaining signatures on legal consents and insurance forms; receiving payment ; distributing patient information literature.•Verifies patient identify by checking identification; preparing and placing identification band on patient•Serves and protects the hospital community by adhering to professional standards, hospital policies and procedures, federal, state, and local requirements.

Irvine, Ca, Us

· Handle escalated customer inquiries, complaints, billing questions and service requests. Repair trust and initiate customer retention practices to ensure customer satisfaction; locate resources for problem resolution and design best-option solutions. Interface daily with internal partners in field services, third party service centers, retailers, and technical support agents.· Work as a Lead directly under the supervisor. Handle particularly challenging and escalated calls as one of the company’s primary mentors/trainers of both new and established employees.· Officially commended for initiative, enthusiasm, tenacity, persuasiveness, intense customer focus and dependability in performance evaluations.· Provided an elevated customer service experience to generate a loyal clientele· Investigated and resolved customer inquiries and complaints in a timely and empathetic manner

Bachelor’S Degree, Computer/Information Technology Administration And Management

High School, General Education