Amy Shell Email & Phone Number

Greater San Diego Area

Greater San Diego Area

Works with multiple internal client teams, as well as external client teams to support and ensure all requested changes to benefit plan configuration are developed, tested and implemented without issue for each client.Understands internal system logic for claims adjudication, benefit configuration, system constraints, as well as company-standard formularies, table designs and programs and provides guidance, recommendations and coding oversight to others on configuration team.

Greater San Diego Area

San Diego, Ca

• Provided support for Clerks and Technicians and answered staff questions. Assisted in ensuring staff was informed of procedures and updates, and assisted in training as needed. Took escalated calls and resolved member issues. Kept up to date on all policies and procedures to troubleshoot potential issues and make recommendations on improvements and enhancements to existing processes.

San Diego, Ca

Mission Valley, Ca

Worked as a Subject Matter Expert. Kept up to date on all policies and procedures and communicated newest updates and procedures to the rest of the team. Fielded questions and assisted team to provide real-time solutions to systems issues, proper interpretation of company policy, and supporting customers. Worked in various queues and assisted with the automated copay dialer. Assisted with direction changes throughout the day for all team members

• Consistently provide prompt, courteous service to all customers• Assist patrons by researching and locating product, recommending titles and providing support with company’s digital devices• Self-motivated work ethic; working throughout the day and after close to recover the selling floor when not assigned to a specific task

• Performed quality control reviews of customer’s secure account profiles and performed data entry of new and updated customer account information into company’s internal system• Collected, organized and assisted with file organization of customer correspondence, order requests and daily paperwork generated by team• Routinely operated office equipment including fax machines, copiers, and company’s internal computer system• Part of a team responsible for the receipt, distribution and ownership of tasks regarding review, analysis and resolution of customer issues; received issues through multiple internal systems• Reviewed, analyzed and entered customer orders and requests, responded to customer queries about orders or Iron Mountain products and services in timely and consistent manner, whether received via phone, fax or email• Built strong internal and external customer relationships through dedicated focus on resolving issues, consistent follow through and exceptional problem solving skills• Reduced customer issues and complaints by researching, reviewing and rewriting long-standing practices and procedures for difficult accounts• Ensured the security and accountability of all customer requests, information and property (both physical and digital)

• Trained and managed part-time employees for multiple events• Assisted with inventories of all product before and after each event• Handled money throughout event, and assisted with counting bank at end of each event

Bachelor Of Fine Arts (Bfa), Technical Theatre/Theatre Design And Technology

Associate Of Arts (Aa), Technical Theatre/Theatre Design And Technology