Call Center & Customer Care Professional with 10+ Years Experience

Angela Tweedy

Washington, DC ***** +1-202-***-**** *************@*****.***

Professional Summary

To obtain employment in the Call Center/Customer Care Support field, where I can utilize my combination of education and experience in a company where I can display my talents, and become a central part of the workforce. Willing to relocate: Anywhere

Authorized to work in the US for any employer

Willing to relocate to: Washington, DC

Work Experience

Referral Specialist

Carelon Health Washington, DC

September 2024 to December 2024

Use Next Gen system to make referrals for patients who need to see a specialist.

• Assisted patients in scheduling appointments with specialists or other healthcare providers as per their referral needs Medical Referral Specialist

Carelon Health Washington, DC

September 2024 to December 2024

Responsible for setting appointments for the medical clients in the Washington DC office of Carelon Health .Worked in NextGen system to document the appointments. Also responsible for working on Prior Authentications for patients to get approval for certain procedures and or appointments. Kept accurate records in Excel database of individuals that had referrals made. Responsible for faxing over patient records to Doctor offices, hospitals for Review to get approval for the required appointments. This role was temporary position. Customer Service Representative

Department of Aging and Community Living Washington, DC May 2022 to September 2022

Assist elderly and people with disabilities with referrals for departments programs. Give information for programs such as SAH ( Safe At Home program) the home modification program or offer referrals for nutrition programs,etc. Also offer case Management, or Heavy Duty Cleaning services for the caller's. Mail out housing packets, and informational flyers to caller's. Worked in the Information and Referral Assistance call center. After this employer, was out of work due to caring for my elderly grandfather diagnosed with cancer. Took time off for bereavement and to take care of financial matters. Data Entry Specialist

MedStar Washington Hospital Center Washington, DC January 2021 to September 2021

Work in the Admissions department, assisting with electronically submitted Notification of Admissions into the database. Also assisting with any other additional documentation needed for the patients Admissions to be completed. This employer was a short term contract, it was a pilot programt that ended. Customer Service Representative 1

Medical Management Transportation Washington, DC July 2011 to January 2017

Assisted customers with their transportation needs to help members to get their AmeriHealth Caritas, Trusted, and/or DC Medicaid insurance processed for transportation Assistance offered through their insurance carrier. This position was an inbound CSR position, where inbound calls was accepted, and answered members questions and concerns regarding their insurance and what assistance they are eligible for. Also assisted members with initial creation of account (for first time members). Worked closely with transportation companies, along with WMATA And Metro Access assisting members who utilize this service on direction to access the service and give them any additional assistance they may need. I decided to pursue further education, took time off to get my Associates degree.

Client Support Representative

Blue Cross and Blue Shield Lynchburg, VA

January 2003 to March 2008

Assisted customers by helping to resolve any questions that they may have about the policies, also assists new customer with helping them to locate a doctor within the network. Responsible for making outbound call(s) to assist customers who have concerns for supervisor and were unable to get them resolved via phone, gave members a courtesy call back to resolve any issues, could not resolve during their call(s) I resigned to relocate due to husbands military career/job. Education

Business Administration (Associate's degree)

American Intercontinental University Schaumburg, IL April 2012 to November 2015

High school diploma or GED

Heritage High School Lynchburg, VA

September 1981 to June 1985

Skills

Providing product information Basic math Customer Care (10+ years) Electric pallet jack Call Center (10+ years) QuickBooks Microsoft Excel (3 years) Microsoft Word Triage Client services experience within healthcare industry Etiquette (10+ years) English (10+ years) Microsoft Excel Client services Customer service In-person customer service Customer support - Customer support experience (6-10 years) Medicare Phone communication Interpersonal skills Client interaction via phone calls Microsoft Outlook Microsoft Word (10+ years) Research (1 year) Outbound calling Microsoft Access Phone Etiquette (10+ years) Phone call management customer support (10+ years) Email customer support Excellent Typing (10+ years) Improving customer support response time - Customer support response time improved (6-10%) Windows Communication skills CSR (10+ years) Google Workspace Organizational skills Managing customer accounts Account management Marketing (3 years) 68 wpm (10+ years) Data entry Filing Word processing Laundry Heavy lifting Microsoft Powerpoint (3 years) English Market Research (10+ years) Microsoft Teams Customer inquiry handling Customer issue escalation Computer literacy Salesforce (6 years) Client email correspondence CRM software Call center agent experience Multi-line phone systems Time management Salesforce Data Entry (10+ years) Convenience store experience Clerical experience Handling customer inquiries Customer Service (10+ years) Food service Catering Live chat Microsoft Office (10+ years) Case Management Customer training Typing EHR systems Sports Microsoft Office HIPAA EMR systems Phone etiquette Client follow-up Typing (10+ years) Customer support experience within government industry Customer support specialist experience Customer support experience within technology industry Presentation skills HIPAA compliance Word Perfect 6.1, Excel, Lotus and Excellent Typing skills (68 wpm) as well as Proper Telephone Etiquette, Filing, Knowledge of Business Applications and Practices. Superior customer support skills and education. Additional Information

Authorized to work in the US for any employer

Certificate in Accounting

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