Customer Service Crew Member
Resume:
Angela McDugle
Customer Service Associate
Augusta, GA 30906
**********@*****.***
To obtain a challenging position that will enable me to utilize my present abilities, develop new skills, and allow an opportunity for advancement in providing exceptional customer service. Willing to relocate: Anywhere
Authorized to work in the US for any employer
Work Experience
Crew Member
Burger King-Augusta, GA
April 2024 to Present
• Greeted customers
• Operated a POS cash register
• Took orders within 20 seconds
• Prepared food for customers
• Cleaned store vicinity
• Stocked merchandise
• Followed food safety protocols
Benefits Advocate
BeneLynk-Sunrise, FL
February 2022 to Present
• Answered inbound calls using a dailer system
• Made follow-up outbound calls to members on a daily basis
• Screened members for Medicaid, Low Income Subsidy, Supplemental Nutritional Assistance Programs to see if they qualify for assistance
• Helped members apply for Low Income Subsidy/ Extra help by filling out the application on Social Security Administration secure website
• Connected members with community resources
• Multi tasked between multiple windows and databases
• Made and kept daily log Excel spreadsheets
• Mailed out correspondences to members
• Interviewed members for the Medicare Savings Program/ Medicaid
• Assisted members with filling out the Medicaid application for their state
• Prepared applications to be submitted to the state for processing
• Used organizational skills to store and file members documents and applications
• Received and viewed faxes electronically
• Prepared PDF documents
• Received transferred calls and transferred calls to the appropriate department
• Built rapport members
• Trained new employees by doing side by sides with new employees by demonstrating procedures.
• Explained policies and procedures to new employees
• Coached new employees for improvements
Accomplishments:
• Scored 90% or higher on quality calls
• Received a Kudos from a customer for great customer service
• Received a raise in pay for meeting my goals
• Received a promotion to higher department within a year Cashier/Customer Service
Three Oaks Hospitality-Tampa, FL
January 2024 to February 2024
• Greeted customers
• Provided customer service
• Prepared beverages at the Barista Station
• Prepared customers food
• Cleaned vicinity
• Stocked merchandise
• Took customers orders and processed payments with a cash register
• Explained menu items while making different item suggestions
• Followed all safety guidelines and procedures
• Helped train new hire employees
Crew Member
Chipotle Mexican Grill-Tampa, FL
September 2023 to January 2024
• Served customers food
• Operated a cash register
• Kept and cleaned store facility by sanitizing, mopping, and wiping down areas
• Offered additional services and products
• Restocked products when needed
• Prepared online orders
• Greeted customers
Crew Member
McDonald's-Gibsonton, FL
June 2023 to September 2023
• Greeted customers entering and exiting McDonalds
• Received orders and processed payments
• Operated a cash register
• Made change and issued receipts to customers
• Responded appropriately to customers concerns
• Trained new team members
• Prepared customers food
• Followed food safety protocols
• Cleaned and organized store vicinity
• Prepared online orders
• Interacted with customers
• Provided great customer service
• Worked here on three different occasions: once during 2007, 2014, and 2023 Accomplishments:
• Received a raise of 50 cent for performance.
• Received daily compliments from customers and management for providing great customer service. Billing Specialist
Spectrum-Riverview, FL
August 2021 to February 2022
• Answered inbound phone calls
• Made follow up outbound phone calls
• Provided details about customers billing statements
• Helped resolve customers billing concerns
• Processed payments for billing
• Entered, updated and processed customers orders
• Provided technical assistance
• Escalated calls appropriately
• Multi-tasked between two different computer screens and databases
• Sold Spectrum TV, Internet, and phone products
Accomplishments:
• Received 100% Voice of the customer survey
• Received a 94% or higher on schedule adherence
Vaccination Enrollment Specialist
Kforce-Tampa, FL
April 2021 to July 2021
• Answered inbound phone calls about the Covid-19 vaccine.
• Worked remotely
• Provided technical assistance
• Multi- tasked between different windows and systems
• Communicated with employees using Microsoft Teams and Outlook
• Assisted customer with locating different vaccination sites for appointments Customer Advocate
Imagenet LLC/ Blue Cross and Blueshield of Idaho-Tampa, FL November 2020 to March 2021
• Worked from home remotely answering inbound phone calls.
• Answered incoming calls from providers answering eligibility and benefit questions about Blue Cross and Blueshield member insurance.
• Electronically faxed prior authorizations approvals and denials.
• Researched claims and provided claim denial and approval explanations
• Provided appeal instructions
• Checked if providers were in the Network of Blue Cross and Blueshield.
• Assisted providers with navigation on the Blue Cross and Blueshield portal and website.
• Multi tasked between different windows and databases. Accomplishments:
• Scored 100% on a quality call
• Answered over 60 calls per day
Customer Service Representative
INSURANCE ADMINISTRATIVE SOLUTIONS-Clearwater, FL
June 2020 to November 2020
• Answered inbound calls
• Verified Medicare Supplemental Health Insurance
• Assisted providers with eligibility and benefit questions about Medigap health insurance
• Provided assistance with web verification portal
• Wrote and responded to daily emails
• Multitasked between different databases
• Provided great customer service
• Worked remotely from home
• Trained new employees by doing side by sides with new employees by demonstrating procedures.
• Explained policies and procedures to new employees
• Coached new employees for improvements
Accomplishments:
• Answered anywhere from 70 to 152 calls per day.
• Scored 100 % on quality calls
Claims Specialist
Maximus Federal/ Contractor for CMS Center for Medicare and Medicaid Services-Riverview, FL August 2016 to June 2020
• Answered inbound calls
• Helped beneficiaries with their questions and concerns about Medicare Insurance
• Enrolled beneficiaries into Prescription Drug Plans and Medicare Advantage Plans using the Online Enrollment Center on Medicare.gov
• Explained claim details
• Helped with the appeal process
• Mailed out correspondence using Next Generation database
• Communicated via Outlook email with employees
• Documented calls and reported suspected fraud and escalated calls appropriately to the correct Medicare Administrator Contractor
• Researched claims in different Medicare Administrator Contractor systems
• Researched codes on claims and provided different explanations for codes and claim denials
• Performed simple terminations of insurance and updated insurance information
• Explained the process of resubmitting claims for approval
• Helped beneficiaries with the knowledge of submitting their own claims on form CMS 1490s
• Explained how form 1500 is processed by providers
• Helped beneficiaries contact suppliers
• Helped beneficiaries locate suppliers using the Supplier Directory Tool on Medicare.gov
• Helped beneficiaries locate physicians on Medicare.gov using the Physician Compare Tool
• Answered coverage questions about Durable Medical Equipment and researched DME claims in different Medicare Administrator Contractor systems
• Worked remotely from home
• Trained new employees by doing side by sides with new employees by demonstrating procedures.
• Explained policies and procedures to new employees Accomplishments:
• Received Kudo's from beneficiaries for providing outstanding customer service.
• Obtained Claims and Durable Medical Equipment Certifications.
• Answered over 80 plus calls a day.
• Rewarded for being number one in the Enterprise and number in the site of 800 plus people Appointment Scheduler
Rivard Buick GMC-Tampa, FL
October 2015 to July 2016
• Answered inbound calls to help customers schedule service appointments
• Made outbound customer satisfaction calls and customer retention calls
• Responded to customers email and chats
• Confirmed appointments and rescheduled appointments accordingly
• Contacted customers regarding marketing incentives
• Logged customers information into a computer database and organized appointments on the computer database
• Answered phone calls using a muti line phone system Accomplishments:
• Received a 97% or higher for great customer service from a mystery shopper.
• Scheduled 60-100 appointments per week
• Increased customer retention by 80%.
Customer Service Representative
Manpower/Allstate Roadside Assistance-Saint Petersburg, FL June 2014 to October 2015
• Located customers using Google and Bing maps
• Answered inbound calls for General Motors. Roadside Services
• Dispatched roadside services
• Handled and responded to customers inquiries, concerns and complaints promptly
• Filed loss damage reports for the claims department using Odessey computer database
• Helped customers get to a safe location
• Established relationships with service providers and customers
• Used Microsoft Outlook to communicate with other employees
• Multitasked between different windows
• Provided technical assistance to customers over the phone Accomplishments:
• Dispatched over 70 calls per day
• Received a 90% or higher on quality scores on my phone calls.
• Received a raise of 2.00 dollars in one year for performance and attendance. Collections Account Representative
Asset Acceptance-Riverview, FL
October 2011 to October 2012
• Inbound/outbound call center representative
• Located customers by using the internet
• Secured payments for charged off accounts
• Qualified accounts for legal review
• Communicated with customers over the phone to secure payments and negotiate payment terms and methods
• Typed, recorded and updated customers personal account information using a computer database
• Communicated with other employees through out the company using Microsoft Outlook
• Interviewed customers to obtain information and explain available financial service to best fit the customer
• Responded to customers concerns in an appropriate manner to help resolve any issues Accomplishments:
• Received bonuses for helping customers become debt free.
• Helped over six to seven people pay off their debt a day Team Sales Leader
Spartan Staffing-Tampa, FL
May 2011 to July 2011
• Kiosk Team Leader
• Supervised staff and kiosk
• Trained new employees
• Operated cash register with peripheral electronic data processing
• Received cash from customers and employees for payments of goods and services, and recorded amounts received.
• Made change, cashed checks and issued receipts and tickets to customers.
• Counted and recorded inventory
• Made daily cash deposits
• Sold Kobalt tools to customers
• Also worked as a Front Desk Receptionist for this Staffing Agency
• Answered calls, took messages, faxed documents, copied documents, used Microsoft Office, received mail, sorted mail, and filed documents
Accomplishments:
• Promoted to Kiosk Team Leader
• Sold over five Kobalt products a day
Education
High School Diploma
Jefferson High School - Tampa, FL
Associate in Arts (AA) in Arts
Hillsborough Community College - Tampa, FL
Skills
• Proficient computer skills in Microsoft Outlook, Microsoft Word, Power Point, and Internet Explorer
• Great people skills, energetic, positive, self starter
• Excellent written, verbal, and organizational skills with great attention to detail
• •Knowledge of Microscoft Excel
Certifications and Licenses
Claims Certification
January 2017
Durable Medical Equipment Certification
February 2018
Drivers License
Food Handler Certification
Additional Information
Always willing to go above and beyond the call of duty.
Contact this candidate