Elizabeth Ann Bilek

League City, TX *****

adtksn@r.postjobfree.com • 832-***-****

QUALIFICATIONS SUMMARY

Articulate, results-driven professional with solid experience in delivering exceptional quality service to customers in a high-pressure environment.

Relationship Development: Strong interpersonal talents with the proven ability to collaborate with colleagues to achieve goals. Devoted team member that strives to boost goals and responsibilities with each interaction.

Customer Focused: Always putting the client’s interests first and foremost in helping them to resolve their issues. I am very adept on speaking with clients, executives, management team and team members. Success meeting and exceeding organizational goals within team driven and self-guided roles. Also, an advocate for client’s needs within the parameters of the program’s qualifications and access.

Key Strengths: Finely tuned analytical skills with a dedication to innovating and streamlining work processes. Expert in administrative operations (including Microsoft Office Suite and data entry) and collaborating with dynamic groups of stakeholders to identify and resolve problems. Very adept at utilizing multiple computer platforms and screens during a customer service transaction while keeping the client engaged in conversation. Documentation Review to ensure that the data entered is what is required of that program or policy.

Sales and Customer Support: I have worked at several sales and customer support positions in management and as an employee over the years making sure that the customer was always satisfied with their purchase and service. I have also taught customer service skills and have seen those same skills in action by my students. I am an effective advocate for not only the company or organization, but the needs of the client. My QA scores and customer interactions are always scored very high as well as the documented fact that I am very customer focused and an engaging conversationalist, while perusing multiple screens and programs for information.

Telephone Call Center Sales and Service: I was involved in extensive customer phone service with heavy inbound call volume for the State of Idaho Unemployment Insurance Agency, resolving issues or attaining benefits. At Amazon, I was assigned to the COVID Resource Center as a Human Resources Assistant answering employee’s questions about their benefits, assisting with their paperwork, and filing their claims. Documentation Review is part of my daily routine to make sure that the documents presented met the criteria set forth for approval. Approving cases, denying cases, and then closing out cases that have run their course was another daily routine assigned to the Human Resources Assistant. My position at Matrix Medical Network, has me involved again with very high amounts of inbound and outbound calls to insurance plan members to enroll them in a Healthy Home Visit with a Nurse Practitioner or to assist with any questions about our services or their appointment.

EDUCATIONAL BACKGROUND

Master of Science in Elementary Education

University of Houston-Clear Lake, Houston, TX

Bachelor of Arts in Home Economics and General Business

Sam Houston State University, Huntsville, TX

PROFESSIONAL EXPERIENCE

Hitchcock Independent School District, Hitchcock, TX

Classroom Teacher (1988 – March 2020)

Led all activities related to the education of a diverse student body in Math, Science, Art, and Social Studies. Developed and presented enriching curricula to accommodate a wide variety of learning styles. Pro-actively identified warning signs of emotional and developmental problems in students. Implemented measures to correct students’ behavior. Communicated effectively in challenging circumstances with students, colleagues, stakeholders, and parents. All grade levels were assigned to me at various times in my career from elementary self-contained through high school Career & Technology Education classes. I retired after 30 years of service to the students and families of Hitchcock ISD.

State of Idaho Department of Labor Unemployment Insurance Services

Athena Consulting Group/Maximus Management (June 2020 – November 2020)

Heavy Inbound telephone customer service tending to the needs of claimants with their claims. Extensive use of listening skills, resolving problems or advocating for access, dealing with difficult stressed claimants and alleviating their fears. I now have the ability to navigate multiple platforms, answer questions, resolve issues, notate files, and communicate effectively with empathy and understanding. The contract for employment ended with the State of Idaho as the call volume had slowed to a more manageable number for them to handle in-house.

Apex Consulting/Amazon Human Resources COVID Resource Center (January 2021 – July 2021)

In this position, I have worked to assist the employees with their claims, either answering questions, explaining benefits, filling out paperwork, or approving or denying claims. While in the Call Center, I have been using multiple platforms to navigate to find their claims and information about them to complete and file their paperwork. The contract ended at the stated six-month cutoff since the number of cases dwindled down, and the contract workers were let go.

Matrix Medical Network (October 2021 – June 2022)

This position is working with previously enrolled insurance plan members to encourage them to allow company Nurse Practitioners to use their plan benefits for Healthy Home Visits. I am working with members across the United States of various health conditions, ages, and backgrounds. This position is allowing me to work from my home office yet stay connected to the outside world with every phone call that I make. This position involves very heavy traffic with an auto-dialer but, allows me to make outbound calls as well as needed to clients. Recently, I have been transferred to the Inbound Department, where during the day calls are answered, appointments booked or cancelled, database and profile management, questions answered to client understanding, and a variety of problems are resolved. I did recently quit this job to pursue an insurance position that was offered to me. This was the 1st job ever that I have quit while working. The reason that I left was to start a new career with insurance sales and servicing, which did not work for me or my family. I must have a steady income arriving frequently in order for my family’s needs taken care of.