Angel Brooks
Mansfield,LA
Summary
Customer service representative with over 8+ years experience in telephone and face-to-face customer service. Experience with sales, troubleshooting, tech support, premium billing and customer care. Knowledgeable with major customer service software, handling customer complaints, and maintaining a positive and friendly disposition. Hoping to use my wealth of experience to attain employment in a customer service role.
Overview
8
8
years of professional experience
Work History
Information Technology II
General Dynamics
01.2024 - 12.2025
- Collaborating with the Department of State to solve simple to complex IT issues
- Applying basic troubleshooting, issue isolation & diagnostic techniques to identify technical problems, investigate causes, and recommend solutions, or escalating tickets in accordance with existing SOPs, work instructions & knowledge articles
- Thoroughly documenting requests and incidents according to business processes and standard operating procedures (SOP).
- Documenting detailed, specific work notes regarding the interaction with the customer.
- Resolving technical problems and answering queries by telephone or self-service ticket in support of internal and/or outside customer computer hardware, software, network, system/application access, and telecommunications systems
- Routing calls to product line specialists, application, or system support specialist when appropriate
HSA II
02.2024 - 04.2024
- Faxed medical records request to Dr.
- Verified provider was still located at the clinic
- Outbound calls to verify clinic/office received fax
Premium Billing
United Health Care
01.2021 - 09.2023
- Premium invoice validation
- Premium payment reconciliation
- Premium posting validation
- Month end termination delinquency report validation
Recon Team Support
Cigna Healthcare
02.2020 - 12.2021
- Validated Enrollment files for data discrepancies
- Performed validation against the 820-payment file
- Performed premium invoice review
- Performed report analysis on payment posting to the system
Customer Service Representative
Teleperformance USA
07.2017 - 01.2020
- Responsible for all customer inquiries and questions including billing issues
- Provide excellent customer service at all times
- Follow up to customer inquiries by taking specific action in a timely manner
- Troubleshoot equipment and system problems in a timely manner while ensuring excellent customer service
- Provide technical support including diagnosing, researching, identifying, testing and implementation of solutions to resolve product issues.
- First call resolution
- Enters data from customers into various software programs
- Appropriately communicate with upset customers to resolve their inquiries
- Thrives as a team player in a fast-paced, high-energy, change-oriented environment
- Participates in additional training courses when needed Performs other related duties and assignments as required and as assigned by supervisor or manager
- Exercise retention efforts when appropriate
Education
HS Diploma - undefined
Mansfield High School
05.2016
Skills
- 6 years Call Center experience
- 6 years Customer service experience
- Logical problem-solving skills
- Ability to use Windows operating systems
- Organization and work prioritization skills
- 65 WPM Typist
- Availability to work various shifts
- Customer service
- Excellent communication
- Multitasking Abilities
- Computer skills
- Advanced knowledge of Microsoft office suite
- Verbal and written communication skills
Timeline
HSA II
02.2024 - 04.2024
Information Technology II
General Dynamics
01.2024 - 12.2025
Premium Billing
United Health Care
01.2021 - 09.2023
Recon Team Support
Cigna Healthcare
02.2020 - 12.2021
Customer Service Representative
Teleperformance USA
07.2017 - 01.2020
HS Diploma - undefined
Mansfield High School