Amber Bradford

Patient care and customer service professional with 5+ years of customer-facing experience and more than 2 years of remote work experience, including remote customer support, digital customer service, and independent operations. Experienced in healthcare and fertility-clinic environments, behavioral health, case management, patient communication, documentation, and confidential records. Currently pursuing a Master of Social Work at the University of Houston with a focus on maternal and reproductive health, health equity, and community-based practice.

Skilled at supporting individuals through stressful and sensitive situations, maintaining accurate information, managing follow-up, and learning new technology and systems quickly. Known for taking ownership of responsibilities, catching details, solving problems independently, and providing compassionate, high-quality service.

Apple Technical Support Advisor — Remote at Transcom (Supporting Apple) (2026-04 – Present)

• Provide remote customer support to Apple customers by troubleshooting hardware, software, account, and service-related concerns.
• Use active listening and targeted questioning to identify customer needs and determine appropriate solutions.
• Document customer interactions, issues, troubleshooting steps, and resolutions accurately within internal systems.
• Navigate multiple applications, systems, and knowledge bases simultaneously while maintaining accuracy and efficiency.
• Explain complex information in clear, customer-friendly language and adapt communication to individual needs.
• Support customers experiencing frustration or stress while maintaining a calm, empathetic, and professional approach.
• Meet quality, productivity, and customer satisfaction expectations in a fast-paced remote environment.
• Independently manage customer interactions while following detailed procedures and identifying appropriate escalation needs.

Graduate Social Work Intern at Con Safos Counseling LLC (2025-06 – Present)

• Coordinate case management services by connecting clients and families with behavioral health and community-based resources.
• Maintain accurate client records and documentation while protecting sensitive information and following HIPAA requirements.
• Communicate with clients regarding services, resources, needs, and follow-up.
• Support individuals experiencing emotionally sensitive circumstances through empathetic, patient-centered communication.
• Develop educational resources related to behavioral health, maternal health, and community resources.
• Support community outreach initiatives designed to improve access to healthcare and behavioral health resources.
• Collaborate with interdisciplinary professionals to strengthen client engagement and continuity of care.
• Contribute to planning and execution of HopeFest, including community engagement and resource distribution.

Qualified Mental Health Professional at Texas Care Center (2025-09 – 2026-03)

• Coordinated behavioral healthcare services through client intake, treatment planning, referrals, documentation, and ongoing case management.
• Gathered client information to identify needs, barriers, services, and appropriate next steps.
• Maintained HIPAA-compliant documentation, assessments, case notes, and service records.
• Managed multiple active cases while meeting documentation and compliance deadlines.
• Communicated with clients, families, schools, and interdisciplinary providers to support continuity of care.
• Provided follow-up and coordinated services based on individual client needs.

Behavior Specialist at Specialized Education Services, Inc. (2023-10 – 2025-09)

• Managed a caseload of approximately 20 students while maintaining detailed documentation and individualized support plans.
• Built trusting relationships with families and multidisciplinary professionals.
• Collected, analyzed, and documented client information to evaluate intervention effectiveness.
• Communicated with families and professional teams regarding client needs, progress, and recommendations.
• Managed competing priorities, deadlines, documentation requirements, and multiple cases simultaneously.
• Trained and mentored staff on intervention strategies, crisis response, and documentation standards.

Front Desk / Patient Services at Texas Fertility Clinic (2023-05 – 2023-09)

• Supported daily front-desk operations in a fertility healthcare environment while providing professional and compassionate service to patients.
• Welcomed patients and served as an initial point of contact for individuals seeking fertility-related care.
• Assisted with patient questions, administrative needs, scheduling, and front-office coordination.
• Handled patient information with discretion and professionalism in a sensitive healthcare environment.
• Communicated with patients and clinic staff to support an organized and positive patient experience.
• Maintained accurate information and completed administrative tasks while managing competing front-desk priorities.
• Developed firsthand experience working with patients navigating emotionally sensitive reproductive healthcare journeys.

MAPS Analyst — Remote at Apple Maps (2021-01 – 2023-02)

• Reviewed and resolved high-volume mapping submissions while maintaining exceptional accuracy and quality standards.
• Investigated discrepancies using established quality-assurance guidelines.
• Worked independently in a fully remote environment while managing competing priorities and deadlines.
• Consistently met productivity and quality metrics while maintaining attention to detail.
• Used digital systems and research tools to investigate issues and make accurate decisions.

Guest Education Specialist — Remote at lululemon (2020-11 – 2021-01)

• Provided customer support through chat and digital communication channels.
• Resolved product, order, and account inquiries through timely and professional communication.
• Maintained high customer satisfaction through effective problem-solving and follow-through.
• Collaborated with cross-functional teams to ensure seamless customer experiences.

Retail Sales & Customer Experience Associate at Victoria's Secret / Ulta Beauty (2018-10 – 2025-03)

• Delivered personalized customer service and consultative support.
• Built long-term customer relationships through attentive communication and individualized service.
• Assisted customers in identifying products and solutions based on their needs.
• Supported daily operations, transactions, inventory, and customer experience.
• Consistently maintained professionalism and service quality in high-volume environments.

Master of Social Work in Maternal & Reproductive Health, Health Equity, Community-Based Practice, Behavioral Health, Program Development – University of Houston (2027-05)

Bachelor of Arts in Psychology – Huston-Tillotson University