Angela Moore

ad4pnf@r.postjobfree.com 662-***-**** Indianola, MS

SUMMARY

Seasoned Customer Care Representative with 6 years' experience in high-volume call centers, delivering top-tier service and expertly managing inbound/outbound communications. Skilled in de-escalating customer issues, verifying benefits, and fostering strong relationships with members and providers. Seeking a Customer Care Representative role to leverage proven abilities in service recovery and customer. Read members EOB satisfaction. WORK EXPERIENCE

AAA Life Remote, U.S

Member Services Representative Apr 2023 - Dec 2023

• Provide exceptional customer service in responding to and resolving customer requests via multiple communication channels. ( Mainly inbound and outbound calls)

• Exceed department standards related to attendance, productivity and quality to support excellence in service delivery.

• Work in a fast-paced, ever-changing and diverse production environment, including multitasking, utilizing multiple systems and accurately entering data to fully resolve requests; all while meeting quality and productivity expectations.

• Excel in service recovery by turning issues or complaints into opportunities for positive customer experiences with every contact

Tailored Management Remote, U.S

Customer Service Agent Jan 2023 - Apr 2023

• Answering inbound phone calls for fraudulent or suspicious Debit/Credit and ATM Card Transactions, assisting those cardholders according to policy, and referring them to their financial institution when necessary.

• Assisting cardholders and financial institutions with lost or stolen Debit/Credit and ATM Card reports.

• Attending training sessions to stay updated on product or company policy changes.

• May perform other job duties as assigned.

Dialog Direct, Qualfon/ Delta Dental Remote, U.S

Customer Service Representative May 2022 - Jan 2023

• Managed high-volume inbound calls, delivering detailed benefit information and insurance verifications to ensure customer comprehension and satisfaction.

• Deliver exceptional customer service in the contact center.

• Collaborate across teams to solve customer issues and provide product support.

• Build relationships with the members and providers by ensuring their needs are fulfilled in a timely and satisfactory fashion.

• Contribute in an ever-evolving work environment, where everyone’s ideas matter.

• Take customer calls and provide accurate, satisfactory answers to their queries and concerns

• De-escalate situations involving dissatisfied customers, offering patient assistance and support

• Develop in-depth knowledge of a company’s products and/or services

• Answer patient calls regarding EOB and research balances.

• Manage patient refunds.

• Process Patient Payments

BroadPath Healthcare Solutions Remote, U.S

Customer Service Representative Jun 2020 - May 2022

• Assigns new claims to the appropriate claims handler.

• Enters verbal and written application information that meets both the internal and external customers' requirements accurately into the claims management system.

• Contacts the customer by telephone, written correspondence and/or the claims system regarding documentation required to process a claim, required time frames and claim status.

• Communicates clearly and professionally with the customer by telephone and/or written correspondence regarding all aspects of claims process.

• Participates in and maintains a quality service culture within the Customer Service Team.

• Attendance during scheduled work hours is required.

• Process payments on members accounts

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First Cash Advance Fort Worth, TX

Customer Service Agent/Teller Jan 2017 - Feb 2020

• Delivered exceptional customer service, accurately processed loan and check cashing transactions, and ensured adherence to company policies while maintaining customer confidentiality and promoting a positive workplace culture.

• Provide loyal and new customers with amazing service through the process to access the financial products they need

• Be a proud brand ambassador

• Work with customers to find the best financial solutions to fit their needs

• Participate in ongoing trainings to stay up to date on our products and processes•

• Verify customer information and process loans

• Check cashing transactions after following verification procedures

• Communicate effectively with customers providing excellent customer service

• Adhere to all company policies, procedures, and customer confidentiality requirements

• Create a positive, respectful environment among peers, superiors, and customers EDUCATION

Cornerstone Christian Correspondence School

High School Diploma

Macon, GA

May 2004

CERTIFICATIONS

CPR Certification Jun 2012

SKILLS

Customer Service • Membership Renewals • Issue Resolution • Member Retention • Service Recommendations

• Financial Transactions • Dispute Resolution • Insurance Knowledge • Consultative Sales • Call Management • Complaint Resolution • Product Knowledge • Inbound and Outbound Calling • Data Collection • Data Entry • Clerical Support • Sales Expertise • Call Center Operations • High-Energy Attitude • Positive and Professional • De-Escalation Techniques • Credit Card Payment Processing • Critical Thinking • Claims Processing • Insurance Verification • Medical Terminology Knowledge • Follow-Up Skills • Strong Interpersonal Skills • Eligibility Determination • Medical Billing • HIPAA Compliance • Medical Insurance • Ordering and Stocking Medications

• Verifying Orders • Drug Inventory Control • Insurance Billing • Effective Communication • Problem-Solving • Active Listening • Technical Proficiency • Empathy • Customer Relationship Management (CRM) Software • Time Management • Conflict Resolution • Adaptability • EOB • Payment processing • Computer Literacy • Patience • Fraud

• Credit/ Debit Card • ATM Transactions

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