Call Center Agent
Resume:
Angelica Avila
Call Center Supervisor
Von Ormy, TX 78073
***************@***.***
Work Experience
Supervisor
Conduent Humana work at home - San Antonio, TX
June 2021 to June 2022
I was a remote supervisor for a year. I have knowledge in payroll, Microsoft windows as well as Excel, SharePoint and CRM. Also would handle QA calls which I would listen to calls, offer coaching as well as mentoring to a team with a max of 25 to 32 agents. Would help the advocate learn about policy's, how to handle calls as well as claims. Making sure to meet Humana monthly goals as well as making sure the reports were done on a timely manner. Have gone through one year for open enrollment. Supervisor
Conduent Florida Blue Cross Blue Shield - San Antonio, TX October 2017 to May 2021
Started off in Florida Blue Cross Blue Shield Call center agent handle benefits, claims, billing. Making out bound calls also handling calls for member's under 65, federal account. Helping members find doctors, hospitals, urgent care centers any thing the member needed help making sure to give excellent customer service. Also have experience with reading claims, knowing how to read them and compare to the member's policy to see if they applied to the member's account correctly. If the claim had the wrong cbt code that wasn't covered or as well as the benefits were not applied correctly would send it off to be adjusted for the member. Have gotten several members called in to complement my customer service. I was promoted to a Team Lead to were I handle making reports with Excel as well as taking escalated call's. Would also help train as well as coaching agents. Moved up a supervisor with Blue Cross Blue Shield for a year and a half then we transfer to another project for health insurance were I remained a supervisor for another year., were I review calls to help coach our agents learn how to handle their calls, policy, and learning the systems we use in order to help our member. I also help assist our agents if in case they were having any system issues as well as helping our agent know what the company goals are in order to be successful. Also making sure to meet my goals as a supervisor for each month as well as making sure to handle my payroll for each of my advocates on my team. Have great communication along with computer skill with Microsoft word, Excel, SharePoint and CRM. Also know how to listen for handling QA calls, making to coach the agents in making sure we are following the correct process, giving out correct information. Was remote for 2 years and have gone through 4 years for open enrollment. Part Time Assistant Manager
Catherines - San Antonio, TX
June 2015 to June 2017
A great sales lead taking care of the store opening and closing the store helping customers in the fitting rooms and out on the floor. As well as doing floor sets, mark downs. Cashier, ordering from the warehouse as well as shipping out packages to the customers. Excellent at getting customers to sign up for credit cards and perks membership. Making sure to make my goals of selling a certain amount of sales. Receiving the truck and packages for the customers. Answering phone calls and answering e- mails and filing out our recaps for the store. As well as training the new employees. Assistant Manager
Dollar General - San Antonio, TX
August 2007 to September 2008
Started off as a cashier and a stocker. Customer services is a major key, greeting customers and answering the phones. Keeping the shelves stocked. Then shortly went to a third key which lead right away to a assistant manager. Leading how to open and close a store. Receiving the trucks and checking in vendors. Handling money, making the deposit bags. Marking down the old merchandise and bring in the new items. Setting up floor sets and making sure the store was well kept. Training new employees. Cashier/Customer Service
PAC Bookstore - San Antonio, TX
August 2005 to May 2007
Was a cashier and a stocker. Putting out the new books and making sure the shelves were stocked. Ringing up the customers and ordering for them and meeting our sales that they had for us. Answering the phones and learning how to package books to send to the customers. Cashier and Customer Service
Walden Bookstore - San Antonio, TX
August 2006 to January 2007
Mainly just a cashier, helping out customer finding their books. Also ran the Day by Day Calendar stand where same thing as selling and customer services. Education
Some college credit in Veterinarian
Palo Alto College - San Antonio, TX
August 2005 to May 2008
Diploma in Science
Harlandale High School - San Antonio, TX
August 2002 to May 2005
Skills
• M
• Cash Handling
• Management
• Retail Sales
• Team Management
• Assistant Manager Experience
• Problem-solving
• Team Work
• Reliability
• Leadership
• Leadership
• Supervising Experience
• Microsoft Word
• Payroll
• Typing
Assessments
Call center customer service — Familiar
June 2022
Demonstrating customer service skills in a call center setting Full results: Familiar
Customer focus & orientation — Familiar
May 2022
Responding to customer situations with sensitivity Full results: Familiar
Written communication — Familiar
May 2022
Best practices for writing, including grammar, style, clarity, and brevity Full results: Familiar
Medical billing — Completed
May 2022
Understanding the procedures and forms used for medical billing Full results: Completed
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