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Amy Shumway

About

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Greeley, Colorado, United States

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Résumé

Jobs verified_user 0% verified
  • Meduit
    Ebo Representative
    Meduit
    Oct 2025 - Jun 2026 (9 months)
    • Supported high-volume customer account resolution operations in a fast-paced support environment. • Resolved complex billing, account discrepancies, and customer inquiries with a focus on accuracy and customer satisfaction. • Managed sensitive customer communications involving payment plans, financial arrangements, and account adjustments. • Collaborated with internal teams to resolve escalations and improve resolution workflows. • Utilized enterprise systems (Epic, Meditech, RevSpring, FACS) to manage customer data and support cases.
  • McGraw Hill
    Technical Support Agent (Contract)
    McGraw Hill
    Jul 2025 - Sep 2025 (3 months)
    • Delivered multi-channel customer support (phone, chat, email) in a high-volume technical support environment. • Resolved account access, platform navigation, and system usage issues for end users. • Logged, tracked, and managed support cases using Salesforce and Jira. • Ensured timely and accurate resolution of customer issues while maintaining service quality standards.
  • CoinFlip
    Compliance Specialist
    CoinFlip
    Nov 2024 - May 2025 (7 months)
    • Handled escalated customer support cases involving account verification, transaction issues, and compliance-related inquiries. • Ensured adherence to company policies and regulatory requirements while resolving customer issues. • Supported process improvements and training initiatives for support operations. • Collaborated cross-functionally to improve customer resolution speed and accuracy.
  • Ibex
    Team Lead, Customer Support Operations (Healthcare Member Services)
    Ibex
    Nov 2022 - Nov 2024 (2 years 1 month)
    • Led a 27-agent customer support team handling high-volume inbound inquiries related to accounts, billing, eligibility, and service requests. • Acted as escalation point for complex customer issues, ensuring timely resolution and high customer satisfaction. • Monitored key performance metrics including SLA adherence, QA scores, productivity, and customer satisfaction (CSAT). • Conducted coaching sessions, performance reviews, and structured feedback to improve team performance. • Supported onboarding, training, and development of new team members. • Partnered with operations leadership to improve workflows and service quality.
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    Team Lead, Revenue Cycle Operations
    Annuity Health
    Jan 2019 - Nov 2022 (3 years 11 months)
    • Managed a high-performing support operations team of 59 members handling billing, account resolution, dispute handling, and customer escalation workflows. • Oversaw daily operations including workload distribution, queue management, and SLA performance tracking. • Handled escalated customer cases requiring deep investigation and cross-functional coordination. • Implemented process improvements that increased efficiency and reduced resolution delays. • Developed training programs and coaching frameworks to improve team performance and consistency. • Partnered with leadership to optimize customer support workflows and operational reporting.
  • PepsiCo
    Team Lead, Customer Service Operations
    PepsiCo
    Dec 2012 - Jan 2019 (6 years 2 months)
    • Supervised a 20-agent customer support team handling order management, customer inquiries, and issue resolution. • Managed workforce scheduling, performance tracking, and coaching initiatives. • Resolved escalated customer issues through cross-functional collaboration. • Ensured service quality through KPI monitoring and continuous improvement initiatives.
Education verified_user 0% verified
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    Bachelor of Arts (B.A.), Business Administration
    Paul Smith’s College
    Jun 2004 - Jun 2008 (4 years 1 month)