ANGELA OSTRANDER
Schenectady,NY
Summary
Well-qualified Claims Adjuster with proven success in improving operations and solving problems. Highly proficient in building lasting relationships with key decision makers, customers and team members to further company goals. Ready to leverage training and experience to take on new professional challenges. Organized and detail-oriented Investigator dedicated to improving efficiency, productivity and profitability through continuous process improvement. Analytical thinker skilled at developing innovative solutions to complex problems. Service-oriented Claims Adjuster skilled at applying creative approaches to solving complex problems. Adept at developing profitable and quality-focused processes.
Overview
23
23
years of professional experience
Work History
Leasing Consultant
Sunrise Management LLC
08.2023 - Current
- Increased tenant satisfaction by promptly addressing concerns and resolving issues.
- Maintained high occupancy rates through effective marketing strategies and excellent customer service.
- Streamlined the application process for prospective tenants, reducing wait times and increasing efficiency.
- Enhanced community atmosphere by planning and executing engaging resident events.
- Conducted thorough market research to stay informed of current trends and competitor offerings.
- Assisted with property management tasks, ensuring timely completion of maintenance requests and rent collections.
- Collaborated with team members to consistently provide a seamless leasing experience for all clients.
Teacher's Assistant Of Automotive Services
Robert H. Gibson/Questar III
09.2021 - 08.2023
- Provided generalized support services to students and schools
- Modeled acceptable behavior and built rapport with students to aid in classroom management
- Helped students develop problem-solving skills
- Helped to explain assignments and test instructions to boost student comprehension
- Supported the lead teacher in delivering instruction
- Maintained compliance with school and regulatory policies related to health and safety
- Encouraged student independence and academic achievement by exploring new concepts and activities
- Documented updated student data related to grades and attendance.
Assistant Service Manager
Capitaland Subaru
03.2021 - 07.2021
- Improved customer satisfaction by addressing and resolving service-related concerns promptly and professionally.
- Enhanced team efficiency by implementing streamlined procedures for daily operations.
- Developed strong relationships with customers, resulting in repeat business and increased loyalty.
- Managed a team of technicians to ensure timely completion of maintenance tasks and high-quality workmanship.
- Coordinated schedules and assigned work orders to maximize productivity within the service department.
- Provided exceptional customer service through clear communication, addressing concerns, and offering appropriate solutions.
Retention Representative
Fidelis Care
09.2019 - 03.2021
- Increased customer retention by addressing concerns and offering tailored solutions to retain business.
- Resolved account issues for enhanced customer satisfaction and loyalty.
- Managed high call volume, maintaining professionalism and efficiency in all interactions.
- Built rapport with customers through active listening and empathetic understanding of their needs.
- Collaborated with team members to develop strategies for improving overall retention rates.
- Provided exceptional customer service, leading to increased positive feedback from clients.
- Handled customer escalations effectively, resolving concerns promptly and professionally.
Customer Service Representative
Adam's Heating and Cooling
02.2019 - 05.2019
- Reduced response times with effective allocation of resources and prioritization of tasks.
- Improved customer satisfaction, maintaining timely communication with drivers and clients regarding updates or changes in delivery status.
- Managed daily workloads, ensuring all available personnel were utilized effectively to meet service demands.
Dispatch Supervisor
AAA Hudson Valley
07.2018 - 11.2018
- Improved caller satisfaction by implementing effective coaching and training techniques for call center staff.
- Streamlined call center operations by optimizing schedules and resource allocation.
- Enhanced team communications with regular meetings, feedback sessions, and performance reviews.
- Reduced average call handle time by implementing best practices in call resolution and customer service.
- Boosted employee morale by recognizing top performers and fostering a supportive work environment.
- Developed comprehensive training materials to ensure consistent service standards across the team.
- Collaborated with management to address staffing needs and maintain appropriate coverage during peak periods.
- Managed escalated customer issues effectively, demonstrating empathy and problem-solving skills to achieve favorable resolutions.
Assistant Call Center Supervisor
AAA Northway
09.2015 - 07.2018
- Improved caller satisfaction by implementing effective coaching and training techniques for call center staff.
- Reduced average call handle time by implementing best practices in call resolution and customer service.
- Boosted employee morale by recognizing top performers and fostering a supportive work environment.
- Developed comprehensive training materials to ensure consistent service standards across the team.
- Collaborated with management to address staffing needs and maintain appropriate coverage during peak periods.
- Assisted with recruiting efforts, conducting interviews, and making hiring recommendations for new team members.
- Increased first-call resolution rates by monitoring calls and providing real-time feedback to agents on their performance.
Patient Financial Services Representative
St.Mary's Healthcare
05.2015 - 09.2015
- Monitored internal systems to measure inbound and outbound call activity, customer feedback, and resource availability
- Identified and implemented continuous process improvements for the department
- Supervised diverse workforce through coaching, counseling, and engagement
- Mentored employees in complex issue resolution and drafted scripts for addressing common challenges
- Resolved escalated complaints and answered questions regarding policies and procedures.
Medical Claims Examiner
MVP Health Care
06.2005 - 10.2013
- Enhanced claim processing efficiency by conducting thorough investigations and maintaining accurate documentation.
- Streamlined workflow for faster resolution of medical claims through effective prioritization and organization.
- Reduced errors in claim submissions by meticulously reviewing patient information and verifying insurance eligibility.
- Collaborated with healthcare providers to obtain necessary medical records, ensuring timely and accurate claim adjudication.
- Identified fraudulent activities by analyzing patterns, trends, and discrepancies in medical claims data.
- Maintained compliance with industry regulations and company policies while evaluating medical claims for accuracy and legitimacy.
- Provided exceptional customer service, addressing concerns from policyholders and answering inquiries related to their claims status.
- Increased productivity by implementing efficient strategies for handling high volumes of medical claims daily.
Member Service Specialist
MVP Health Care
01.2001 - 06.2005
- Enhanced member satisfaction by providing exceptional customer service and addressing inquiries promptly.
- Streamlined account management processes for increased efficiency and accuracy in handling member accounts.
- Resolved complex issues with tailored solutions, ensuring positive outcomes for both members and the organization.
- Assisted in training new team members, sharing best practices and contributing to a cohesive work environment.
- Completed training and worked effectively under high-pressure client services environments.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Education
Business In Business Administration -
Bryant and Stratton
Skills
- Attention to Detail
- Time Management
- Computer Literacy
- Problem Solving
- Claim Processing
- Decision Making
- Effective Communication
- Compliance Awareness
- Insurance Knowledge
- Customer Service
- Claims Processing
- Medical Terminology
- Insurance Coverage Verification
Timeline
Leasing Consultant
Sunrise Management LLC
08.2023 - Current
Teacher's Assistant Of Automotive Services
Robert H. Gibson/Questar III
09.2021 - 08.2023
Assistant Service Manager
Capitaland Subaru
03.2021 - 07.2021
Retention Representative
Fidelis Care
09.2019 - 03.2021
Customer Service Representative
Adam's Heating and Cooling
02.2019 - 05.2019
Dispatch Supervisor
AAA Hudson Valley
07.2018 - 11.2018
Assistant Call Center Supervisor
AAA Northway
09.2015 - 07.2018
Patient Financial Services Representative
St.Mary's Healthcare
05.2015 - 09.2015
Medical Claims Examiner
MVP Health Care
06.2005 - 10.2013
Member Service Specialist
MVP Health Care
01.2001 - 06.2005
Business In Business Administration -
Bryant and Stratton
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