ANGEL L. FREZZELL
Killeen
Summary
Detail-oriented professional with a proven track record in claims service and customer support. Known for exceptional communication and analytical problem-solving skills. Accommodating Customer Support Specialist with documented history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication, and focused solutions. Expert at finding win-win solutions.
Overview
12
12
years of professional experience
Work History
Customer Service Advocate
Baylor Scott & White
Temple
10.2022 - Current
- Company Overview: Baylor Scott and White Health Plan
- Conduct day-to-day administrative tasks to maintain information files and process insurance paperwork in a timely fashion.
- Identify insurance coverage and limitations with thorough examinations of documentation and related records.
- Determine client needs and financial situations by listening and scheduling fact-finding appointments.
- Prepare and review health insurance applications to verify compliance with regulations.
- Baylor Scott and White Health Plan
- Utilized CRM software to document customer interactions and follow-up actions.
- Provided exceptional customer support through phone and chat interactions.
- Handled escalated issues with professionalism while maintaining customer satisfaction.
- Provided accurate, valid, and complete information to customers in a timely manner.
- Documented customer correspondence in CRM to track requests, problems, and solutions.
- Followed up on customer inquiries not immediately resolved.
CSR
Risk Customer Protection
Killeen
05.2019 - 12.2022
- Contacted customers directly to notify of fraudulent activity and minimize impacts.
- Developed and implemented procedures to reduce risk of fraud and other loss prevention related issues.
- Performed research on customer fraud claims to validate claims, including applicable questioning to determine correct fraud type, which has downstream implications to Chex/EWS reporting and decisions on remaining balance.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
Service Order Coordinator
Express Employment Professionals
Killeen
06.2018 - 05.2019
- Company Overview: Fort Hood Family Housing
- Scheduled and coordinated service order work for military families, both internal and contracted, proactively in a timely manner.
- Maintained the service order schedule to ensure appropriate goals and targets were met, scheduled follow-up work orders, and coordinated special order parts installation.
- Monitored and addressed open work orders using the Open WO Analysis, and submitted reports on a daily basis by utilizing the YARDI database to manage the service process.
- Ensured that all new and revised maintenance policies and information were implemented once received, and ensured that work orders were coded and classified correctly.
Unemployment Claims Agent II
Tennessee Department Of Labor & Workforce Development
Nashville
02.2016 - 01.2019
- Reviewed and processed unemployment claims for timely resolution.
- Communicated with claimants to gather necessary documentation and information.
- Followed guidelines when reviewing applicant data to determine eligibility for economic assistance.
- Educated claimants on the appeals process and available resources.
- Maintained accurate records of all customer interactions in the company database.
- Adhered to departmental standards while processing high volumes of claims in an efficient manner.
- Maintained accurate records of all claims and correspondence in the system.
Customer Service Representative
Teleperformance USA
Killeen
09.2014 - 01.2016
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Handled customer inquiries, suggestions, troubleshooting, and resolutions courteously and professionally.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Met customer call guidelines for service levels, handle time and productivity.
Billing and Follow-Up Tech
Scott & White Healthcare
Temple
06.2013 - 09.2014
- Processed billing statements for patients ensuring accuracy and compliance with regulations.
- Managed accounts receivable, tracking outstanding payments and following up with clients.
- Reviewed medical claims, resolving discrepancies and ensuring timely submission for reimbursement.
- Collaborated with healthcare providers to clarify billing issues and enhance patient experience.
- Conducted audits of accounts to identify errors and recommend improvements in processes.
- Investigated discrepancies between customer payments and invoices to resolve billing issues quickly and accurately.
- Recorded and updated customer personal accounts with accurate contact information.
Education
Diploma - Holistic Health Practice
American College of Healthcare Sciences
Portland, OR08.2019
Diploma - Herbal Studies
American College of Healthcare Sciences
Portland, OR08.2019
Skills
- Calm and professional under pressure
- Excellent attention to detail
- Claims service and assistance
- Strong and analytical problem solver
- Clerical and administrative support
- Exceptional communication skills
- Organization and time management
- Claims account management
- Data entry and maintenance
- Accounts payable and accounts receivable
- Insurance verification expertise
- Advanced computer proficiency
- Exceptional record keeping abilities
- Claims processing
- Insurance documentation
- CRM software
- Administrative support
- Professional telephone demeanor
Middle Initial
L.
References
References available upon request.
Timeline
Customer Service Advocate
Baylor Scott & White
10.2022 - Current
CSR
Risk Customer Protection
05.2019 - 12.2022
Service Order Coordinator
Express Employment Professionals
06.2018 - 05.2019
Unemployment Claims Agent II
Tennessee Department Of Labor & Workforce Development
02.2016 - 01.2019
Customer Service Representative
Teleperformance USA
09.2014 - 01.2016
Billing and Follow-Up Tech
Scott & White Healthcare
06.2013 - 09.2014
Diploma - Holistic Health Practice
American College of Healthcare Sciences
Diploma - Herbal Studies
American College of Healthcare Sciences