Angel Casey
Daytona Beach,FL
Summary
Dynamic Customer Service Representative with a proven track record at Healthinsurance.com, excelling in problem resolution and relationship building. Skilled in de-escalation techniques, I enhanced customer satisfaction and retention through effective communication and active listening. Recognized for coaching new hires, fostering a collaborative team environment while maintaining high service standards.
Overview
5
5
years of professional experience
Work History
Customer Service Representative
Healthinsurance.com
1175 Beville Road Daytona Beach Fl
02.2025 - Current
- Assisted customers in navigating health insurance options, ensuring clarity and understanding of policies.
- Resolved inquiries efficiently through phone and chat support, enhancing customer satisfaction.
- Provided accurate information regarding coverage details and benefits to maintain compliance with regulations.
- Adapted quickly to new systems and processes, improving response times in customer interactions.
- Documented customer interactions meticulously, contributing to knowledge base for future reference.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
Assistant Manager
Subway
213 Mason Ave Daytona Beach Fl
04.2021 - 02.2025
- Assisted in training and onboarding new team members, fostering a collaborative environment.
- Managed inventory levels, ensuring timely restocking of supplies and minimizing waste.
- Developed and implemented daily operational procedures to enhance efficiency and service quality.
- Coordinated scheduling for staff to optimize labor costs while maintaining customer service standards.
- Generated repeat business through exceptional customer service.
- Developed marketing strategies to attract new customers, increasing foot traffic.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
Education
High School Diploma - Science in Medicine
Mainland High School
1255 W Intl Speedway Blvd Daytona Beach, FL 32114 06.2022
Skills
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Relationship building
- Professional telephone demeanor
- Appointment scheduling
- Call management
- De-escalation techniques
- Building rapport
Timeline
Customer Service Representative
Healthinsurance.com
02.2025 - Current
Assistant Manager
Subway
04.2021 - 02.2025
High School Diploma - Science in Medicine
Mainland High School