Angela Dillard

*** ******* ****, **********, ******* 35206 (205)205-***-**** EMAIL: ad4mh0@r.postjobfree.com

Qualifications

Dynamic Customer Service Representative who has been effectively providing support to customers in busy call centers, practicing active listening skills to determine customer needs. Professionally signifies brand throughout all interactions, along with commitment to exceptional customer service and desire to build relationships. Excels in building customer loyalty and retention. Settles complex problems, using tact and diplomacy. Dependable team player accustomed to taking on difficult tasks. Dedicated to business success, strongly welcome the opportunity for advancement.

Experience

Viva Medicare/July 2023-Current

Member Services / Senior Medicare Advocate

·Following all rules set by Medicare assisted members with all Medicare replacement plans.

·Provided general benefit information as well as procedure/diagnoses code specific considered coverage.

·Submitted CD requests for part D coverage for some medications that needed PA, S or that was not included on formulary list.

·Researched and resolved incorrect payments, EOB rejections, and other issues with outstanding accounts, reviewed billing edits and provided insurance with corrected information.

·Handled appeals for claims reprocessing using several online resources and systems, maintain government compliance, manage and screen cases, coordinate with other department.

Blue Cross Blue Shield of Alabama

Member Services / senior products specialist

April 2022-June2023

·Following all rules set by Medicare assisted members with all Medicare replacement plans.

·Provided general benefit information as well as procedure/diagnoses code specific considered coverage.

·Submitted CD requests for part D coverage for some medications that needed PA, S or that was not included on formulary list.

·Researched and resolved incorrect payments, EOB rejections, and other issues with outstanding accounts, reviewed billing edits and provided insurance with corrected information.

·Handled appeals for claims reprocessing using several online resources and systems, maintain government compliance, manage and screen cases, coordinate with other department.

Pangeatwo Blue Cross Blue Shield of Alabama October2021–April 2022

CSD-Dental /Billing Representative

·Review explanation of dental benefits and how member’s claims were processed.

·Provide a general break down of benefits to Providers or Dental office assistances

·Provide percentage coverage for members based on various ADA codes from dental providers

using systems such as DORS, BOL, Mainframe, CIS Hub

·Advise of any changes or updates regarding member dental benefits

·Answer a host of additional questions regarding member policies and claims

·Use Computerized system for documenting and tracking all information such as

Reason for call, and what actions was taken regarding dental benefits or claims.

·Check and review claims to make sure they show correct paid amounts pertaining.

to the different procedure codes, if there are any errors claims are sent back to

claims department for corrections.

·Use Epay system to assistance members regarding their premium.

Payments and billing questions

Phone Banker 2 Well Fargo Bank April 2018 –September 2021

·Quickly answered customer inquiries, on average 80 to 100 calls daily responding to routine to moderately complex inquiries, handled each customer with a friendly, courteous touch while following strict procedures for handling a variety of call types, along with navigating multiple computer systems.

· Researched and assessed customer needs, offering appropriate solutions in a timely manner with the ability to work independently or in a team setting.

·Performed all banking duties in compliance with federal and state regulations.

·Built long-term, loyal customer relations by providing top-notch service and detailed order, account, and service information.

·Reviewed and analyzed any suspicious and potentially fraudulent activity on customers debit cards, credit cards, deposit accounts and online banking.

·Filed debit card, credit card and ACH fraud claims consistently.

·Used Hogan system daily.

·Handled waived fees, account credits, and credit limit changes.

·Was able to convince unhappy customers to not close many accounts, as well as provide excellent product knowledge that would be helpful for customer situation.

·Were awarded as a top performer regarding AHT, QA, and Accountability.

CUSTOMER SOLUTION SPECIALIST SPIRE ENERGY GAS (INSIGHT GLOBAL STAFFING)

DECEMBER 2016 – APRIL 2018

·Responded to inbound customer calls, emails, and chats, in a fast-paced environment.

·Searched for fastest and most effective solution to customer issues such as service orders, service disconnection/re connection, service complaints, billing, payment arrangements, web account access/use, gas-related emergencies.

·Made sure customers sent correct and required documentation to get new service started at their location

CUSTOMER SERVICE & DISPATCHER STANDARD FURNITURE

JANUARY 2011– DECEMBER 2016

·Answered incoming calls on a multi-line system, performed a host of outbound calls regarding existing accounts.

·Consulted with each client to evaluate their product service need or problem to determine best options, opened and updated any new account information in company system.

· Scheduled service appointments for company service technician to go out to customer’s home to inspect the merchandise to determine what was going on with it so that he could proceed to repair or create an order for replacing clients manufactured goods.

·Scheduled service appointments for company service technician to go out to customer’s home to inspect the merchandise to determine what was going on with it so that he could proceed to repair or create an order for replacing clients manufactured goods.

·Prepared paperwork and informed to the warehouse workers about customer pickups so that the furniture could be pulled in a timely fashion before the clients arrived, went over contracts and agreement forms with customers to ensure they had a good understanding before signing the paperwork and carrying off their merchandise.

·Upkeep collected and recorded all service charges that were due constantly improved customer satisfaction through expert resolutions.

·Geographically routed company’s truck completed assigned work lists, time-sensitive reports and met daily critical dispatch deadlines.

·Assisted with the delivery process, contacted, checked over and identified with purchaser their correct address, telephone numbers, correct merchandise amount and type they had bought or were getting financed from one of the standard stores of their choice.

·Ensured opened lines of communication between distribution center, truck drivers and customers, recorded time of arrival and completion of each delivery

·Adapted to changing scheduled deliveries due to client personal situations, and road conditions that occurred, provided many general administrative and clerical duties that was required.

Education

BUSINESS ADMINISTRATION JUNE 2010 JEFFERSON STATE COMMUNITY COLLEGE,

BIRMINGHAM, ALABAMA

WOODLAWN MAGNET HIGH SCHOOL

GENERAL COURSES – DIPLOMA MAY 2002 BIRMINGHAM, ALABAMA

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