Customer Service Disability Claims

Angelica Ross-Cruse

Pine Hill, NJ ***** **************@*****.*** +1-267-***-****

Professional Summary:

Accomplished professional with over 14 years of diverse experience in customer service, collections, and management. Demonstrated expertise in managing retail and logistics operations, with a strong background in public relations. Skilled in fleet management, disability claims, and operations, with proven ability to enhance productivity, optimize processes, and drive profitability.

Work Experience:

Transportation Manager II

JB Hunt, Swedesboro, NJ

August 2022 – February 2024

- Fostered positive relationships with drivers and safety teams to reduce turnover and boost productivity.

- Managed staffing and training for drivers and employees, including integration with internal and third-party systems.

- Conducted fleet operations analysis, identified key performance indicators, and delivered customized reporting and financial analysis to clients.

- Oversaw inventory, asset management, and driver assignments to balance equipment distribution.

- Executed administrative functions such as payroll, driver counseling, accident reviews, invoicing, and financial reporting.

- Supervised yard operations, including equipment inspection and repair, and coordinated maintenance schedules.

- Addressed service issues, routing challenges, and mechanical problems, ensuring timely resolution and compliance with safety standards.

- Planned and monitored freight movement, adjusting routes and schedules to meet customer requirements and optimize efficiency.

Disability Claims Manager

JSR Tech Consulting, Sicklerville, NJ

September 2021 – February 2022

- Managed an assigned block of 95-100 FMLA and STD disability claims, providing exceptional customer service.

- Evaluated claims using judgment and risk assessment, collaborating with medical and vocational resources to support return-to-work goals.

- Communicated effectively with employees, employers, and attorneys via phone, email, and text.

- Documented claim information clearly, applied policy provisions, reviewed medical records, and completed financial calculations.

- Coached new team members and worked remotely to enhance team performance.

Claims Representative

Sedgwick, Sicklerville, NJ

October 2019 – February 2021

- Processed disability claims for a diverse client base, including STD, LTD, WC, parental leave, and COVID-19 leave, while working remotely.

Operations Manager

T.E.A.K Logistics LLC, Township of Deptford, NJ

December 2018 – May 2019

- Negotiated and bid on truckloads, dispatched drivers, and managed carrier packets.

- Conducted interviews, hired staff, and ensured DOT safety compliance.

- Maintained records of driver hours, fuel receipts, and truck maintenance.

Customer Repair Agent

Comcast, Voorhees, NJ

December 2017 – February 2019

- Resolved technical issues and billing inquiries, aiming to minimize truck rolls.

- Offered Comcast products and services tailored to customer needs, exercising sound judgment and maintaining high customer satisfaction.

Billing Specialist

Interventions Now, Sicklerville, NJ

June 2016 – December 2017

- Managed billing for mental health services using ICD-10 and CPT codes, verified insurance information, and scheduled appointments.

Home Health Aide

Interventions Now, Sicklerville, NJ

June 2016 – December 2017

- Provided personal care, medication reminders, light housekeeping, and transportation.

Dispatcher

KY Enterprises, Township of Deptford, NJ

February 2015 – February 2016

- Tracked shipments, processed payroll, and maintained driver and load records.

Data Entry Clerk/Mail Room

Heffler, Radetich & Saitta Attorneys, Philadelphia, PA

January 2010 – December 2014

- Managed return mail, updated addresses, and handled administrative duties.

Manager

The Diva Style, Philadelphia, PA

January 2007 – December 2009

- Oversaw daily operations, inventory management, marketing campaigns, and financial reporting using QuickBooks POS.

Customer Service Representative

Sears Holdings Corporation, Orlando, FL

January 2006 – December 2007

- Processed customer orders and set appointments for home improvements.

Customer Service Representative

Aetna, Blue Bell, PA

January 2005 – December 2006

- Updated member information, assisted with collections, and managed enrolment correspondence.

File Clerk

Tyco ADT, Pennsauken, NJ

January 2004 – December 2005

- Facilitated electronic data filing, storage, and general office duties.

Data Entry Clerk/Customer Service Representative

Worley Parsons, Conshohocken, PA

January 2003 – December 2004

- Managed building site information, updated client accounts, and resolved project statement issues.

Data Entry Clerk

TD Bank HQ, Cherry Hill, NJ

January 2002 – December 2003

- Conducted electronic data entry and prioritized urgent items.

Collections Agent

Penncro Associates, Southampton, PA

January 2001 – December 2002

- Assisted in repayment of financial obligations, utilizing skip-tracing and negotiation skills.

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**Education**

Pursing an associate's degree in business

Southern New Hampshire University (SNHU)

High School Diploma

Maynard Evans High School, Orlando, FL

May 2005

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**Skills**

- Fleet Management

- Operations Management

- Customer Service Excellence

- Claims Processing

- Training and Development

- Inventory Control

- Public Relations

- Data Analysis and Reporting

- Microsoft Office Suite

- Google Suite

- Salesforce

- Social Media Management and Marketing

- Medical Billing and Coding (ICD-9, ICD-10, CPT)

- HIPAA Compliance

- Negotiation and Conflict Resolution

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**Assessments**

- **Management & Leadership Skills: Impact & Influence** – Highly Proficient (June 2019)

- **Recruiting** – Proficient (June 2019)

- **Planning & Execution** – Proficient (May 2021)

- **Marketing** – Familiar (May 2021)

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