Customer Service Call Center

Angel Elizabeth Nealy

**** ****** **** ****, ****. 3, Unit 202, Fountain, CO 80817

Phone: 970-***-**** Email: *****.*********@*****.*** Professional Summary

Experienced insurance and customer service professional with over 30 years in high-volume call center environments, specializing in medical insurance, Medicare/Medicaid supplements, and technical support. Skilled at resolving customer issues efficiently, managing multiple systems, and handling complex inquiries in both inbound and outbound settings. Proven track record of exceeding performance metrics in customer satisfaction, first-call resolution, and compliance. Core Competencies

- Call Center Operations & Management

- Inbound/Outbound Customer Support

- Medicare & Medicaid Insurance Plans

- High-Volume Call Handling

- Technical Troubleshooting (TV, Internet, Phone)

- Conflict Resolution & De-escalation

- CRM & Call Logging Systems

- Performance Metrics & Quality Assurance

Professional Experience

Connect for Health Colorado - Medical Insurance Customer Service Rep Denver, CO 2023 - 2024

- Responded to high-volume inbound calls assisting clients with Medicaid eligibility and ACA health plan options

- Handled sensitive personal and financial information with strict adherence to HIPAA and regulatory guidelines

- Resolved account issues, guided through renewals, and provided coverage education iQor - Customer Support Agent

Colorado Springs, CO 2012 - 2014

- Answered inbound calls for major telecom clients; resolved technical issues and billing concerns

- Maintained accurate records in CRM systems; achieved high customer satisfaction and call quality scores

- Trained new hires on call scripts and compliance procedures DirecTV - Customer Service Representative

Colorado Springs, CO 2010 - 2012

- Provided call center-based support for billing, service setup, and technical troubleshooting

- Upsold premium services during support calls, contributing to revenue growth

- Consistently met call handling time and resolution targets Allstate Insurance / Liberty National / Parker & Associates - Insurance Sales & Support Remote 2019 - 2023

- Conducted phone-based consultations for life, health, and supplemental insurance products

- Handled application processing, follow-ups, and claims inquiries entirely via phone and email

- Delivered strong performance in call quality, compliance, and customer retention Certifications & Licenses

Licensed Insurance Agent - Medicare & Medicaid Supplements Certified to sell and service Medicare Advantage, Medicare Supplement, and Medicaid-related insurance plans.

Certified: 2021 State-Licensed (Multi-State)

- Knowledge of CMS regulations and eligibility requirements

- Experience guiding clients through plan selection and enrollment Education

Bachelor of Business Management, Minor in Economics AIU College, Atlanta, GA Graduated: July 2000

Associate of Science in Computer Science

Meridian Community College Graduated: May 1997

High School Diploma

Meridian High School, MS Graduated: May 1993

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