Angela Cortez

**** * **** **** ***, FRESNO, California, 93710 • 559-***-**** • ado6jh@r.postjobfree.com Liberal Arts and General Studies

Fresno City College - Fresno, CA

General Education - 1995

Hoover High School - Fresno, CA

Plan Coordination Consultant - March, 2008 to December, 2020 Aetna - Fresno, CA

Loan Officer - June, 2002 to November, 2007

HSBC - CLOVIS, CA

Credit Collections Specialist - April, 1997 to February, 2002 DeVons Jewelers - Clovis, CA

Credit Collector Specialist - April, 1997 to February, 2000 Don Roberto Jewelers - Clovis, CA

Highly motivated professional with over 12 years of experience in Health insurance. Expertise in coordinating multiple projects, communicating, collaborating with all levels of an organization. Provides strong customer service skills, organization, and multi-tasking. Excels in fast-paced, high volume environment, highly adaptable to change, and thrives in a team environment. Active listening

Critical thinking

Problem-solving

Interpersonal Communication

Time management

Teamwork

Organizational skills

Responsibility

Dedication

Strategic decision-making

Consulted and communicated with internal constituents regarding the details associated with new and revision activity in a timely manner and validated all account structures.

Completed timely and accurate set-up of complex account structure and detailed benefit plans in systems in order to satisfy both internal and external deadlines for production impacting a wide variety of products and services. Performed additional plan sponsor administration functions. Monitored and managed internal installation process and maintained case tracking tool to meet expectations and business goals. Performed research, met all 24 hour response time, and provided solutions for internal inquires. Experience in EXCEL, WEBEX, multiple system applications and databases, SalesForce, Skype, Performance & Benefit build tools, EBS for billing, LAT used for coding benefits for multiple State mandates and legislation, and outlook. Initiated audit process to evaluate thoroughness of documentation and maintenance of Company standards. Continually improved knowledge, skills and performance based on feedback and self-identified professional developmental needs. Identified process improvements in the day-to-day functioning of the department. Assisted in creating policy and procedural manual for Small Group installation highlighting a step by step process for employees. Consistently complied with applicable laws and ensured company adhered to Department of Insurance regulations. Maintained quality and compliance at all time and protected patient health information. Refinanced mortgage & auto loans, approved personal & consolidation loans. Sold Home & Auto Plus plans to customers.

Approved and processed loans for multiple products, created accounts and comfortable monthly payment plans to meet customers financial needs. Prepared loan documents, signed loan documents, and coordinated home loan signings with a notary. Worked in a fast paced office environment with multi-phone lines, internal and external computer systems, performed solicitation calls to potential customers, reviewed credit reports for loan qualifications, and processed account payments. Analyzed applicants' financial status, credit and property evaluation to determine feasibility of granting loan. Maintained personal book of business, performed customer updates, and requested additional information needed for approval process. Facilitated daily team meetings and created team building activities for employees. Assisted management in overseeing the office, employees, and any additional tasks needed. Proficient in Collections and Customer Service. Completed Field Calls, Court appearances, filing court documents, and performed repossessions of merchandise.

Completed all office administration duties, processed account payments, created promise to pay agreements for delinquent accounts, approved customer financing and contracts, opened new accounts and managed multiple phone lines. Assisted in jewelry sales, received daily inventory and designed new jewelry displays. Delivered exceptional customer service on all calls while maintaining calm and professional demeanor in challenging circumstances. Followed up with customers to collect information and verify details. Negotiated to collect balance in full.

Recorded all information regarding financial status of customers. Performed targeted collections on past due accounts aged over 30 days. Managed efficient cash flow reporting, posted cash receipts and analyzed chargebacks, independently addressing and resolving issues. Used skip tracing and other techniques to locate debtors. Used probing techniques to determine debtors’ reasons for delinquency. Reached out customers to collect outstanding payments via one-time or negotiated installment methods. Assisted the department by taking on additional duties whenever the Credit Manager was out of the office or not available.

Updated customer accounts with interactions, payments and personal information. Coordinated the approval or rejection of lines of credit. Frequently reviewed and checked credit limit appropriateness for customers. Reviewed credit records to evaluate customer histories. Maintained accuracy when reviewing and reconciling general ledger. Identified overdue accounts and initiate collection processes. Partnered with Credit Manager to analyze overdue customer accounts and determine fees for late payment. Reached out to customers to verify information and follow up on issues. Partnered with customers by using effective communication skills, which boosted the payment process.

Performed Field Calls, court appearances, filed court documents, and performed Repossessions of merchandise. Assisted Sales department when needed.

Designed jewelry display cases and windows.

Collaboration Award-September 2020

Caring Award-June 2020

Collaboration Award-February 2020

Collaboration Award-July 2019

Successfully exceeded production goals for 2019-2020 Assisted in creating a policy and procedural manual for Small Group installation, highlighting a step by step process for employees. Published a bi-weekly wellness communication newsletter distributed throughout company titled: Resilience and Mental Health: Build skills to endure COVID-19.

Patient & Family advisory board member for Community Regional Medical Center (CRMC) -2020 PROFESSIONAL SUMMARY

SKILLS

EDUCATION

WORK HISTORY

ACCOMPLISHMENTS