Angela Adkins
Knoxville,TN
Summary
Professional Member Service Specialist with comprehensive experience in delivering exceptional member support and service. Adept at handling member inquiries, resolving issues efficiently, and enhancing member satisfaction. Strong focus on team collaboration and achieving results, with adaptability to changing needs. Skilled in communication, problem-solving, and building lasting member relationships, ensuring reliability and trustworthiness.
Overview
8
8
years of professional experience
Work History
Member Services Representative
CVS Health
- Current
- Answer phones
- Data entry
- Submit refills for prescriptions
- Answer questions regarding benefits
- Answered phones and provided information regarding member benefits
- Entered data accurately into company systems
- Submitted prescription refills and assisted with pharmacy requests
- Maintained patient confidentiality and followed HIPAA guidelines
- Resolved member questions and concerns in a professional manner
- Demonstrated strong attention to detail in all tasks
- Utilized Microsoft Word, Outlook, and other software for daily operations
- Collaborated with pharmacy staff to ensure timely service
Front Office Coordinator
Choice Hotels
01.2023 - 10.2023
- Perform all check-in and check-out tasks
- Manage online and phone reservations
- Inform customers about payment methods and verify their credit card data
- Register guests collecting necessary information (like contact details and exact dates of their stay)
- Welcome guests upon their arrival and assign rooms
- Provide information about our hotel, available rooms, rates and amenities
- Respond to clients’ complaints in a timely and professional manner
- Liaise with our housekeeping staff to ensure all rooms are clean, tidy and fully-furnished to accommodate guests’ needs
- Confirm group reservations and arrange personalized services for VIP customers and event attendees, like wedding guests
- Upsell additional facilities and services, when appropriate
- Maintain updated records of bookings and payments
- Performed all check-in and check-out tasks for hotel guests
- Managed online and phone reservations efficiently
- Verified payment methods and processed transactions accurately
- Registered guests and collected necessary information for their stay
- Welcomed guests, assigned rooms, and provided information about hotel amenities
- Responded to client complaints in a timely and professional manner
- Coordinated with housekeeping to ensure rooms met guest needs
- Maintained updated records of bookings and payments
Customer Support Rep
Centric Brands
07.2021 - 08.2022
- Strong and confident Customer Facing / Support skill
- Experience in software installation, IT troubleshooting and optimization – Skills in performance tuning and optimization and troubleshooting relative to the software stack web environment.
- Experience with Windows operating systems
- Experience deploying and configuring Web Applications
- MS Office tools including MS Project and Visio, and related scripting languages
- Highly developed problem analysis and solving skills.
- Ability to adapt to a rapidly evolving technology and commercial environment.
- Analyzing complex problems to evaluate alternatives and identify sound options.
- Making an impact and establishing credibility with internal and external customers.
- Establishing contacts in the organization and interacting effectively with them.
- Communicating effectively to ensure others are fully briefed and listening to ensure a mutual understanding.
- Resolving problems in order to clarify situations and create a way forward.
- Customer Satisfaction Focus
- Availability for overnight travel.
- Achieve proficiency with Centric 8 software installation and functionality
- Build and maintain solid customer relationships by providing superior customer support via email, telephone, Teams, and other electronic medium
- Assist in the development and maintenance of online solutions
- Troubleshoot defects and log support cases
- Act as a customer advocate by creating enhancement requests
- Work collaboratively to build and maintain productive working relationships with customer support team members, engineering, quality assurance, sales, pre-sales and implementation teams.
- Provided customer support via phone, email, and online platforms
- Installed software and troubleshot IT issues for clients
- Built and maintained strong customer relationships
- Logged support cases and tracked defect resolutions
- Collaborated with internal teams to resolve customer concerns
Scheduling Coordinator
Optum - United Health Group
06.2018 - 02.2021
- Scheduling Appointments for nurses to visit patients via Housecall visits.
- Make inbound and outbound calls/ Stats were kept at 90% or above
- Perfect attendance award December 2021
- Scheduled appointments for nurses to visit patients at home
- Made inbound and outbound calls to coordinate visits
- Maintained a call performance rate of 90% or above
- Achieved perfect attendance award in December 2021
Education
Associate's degree - Health Information Systems Technology
Ultimate Medical Academy online
04.2018
High school diploma or GED - undefined
Fulton high School
Knoxville, TN05.1988
Skills
- Customer service standards
- Strong empathy
- Customer engagement
- Exceptional communication
- Data entry proficiency
- Complaint handling
- Workflow management
- Payment management
- Workflow optimization
- Call center operations
- Customer service representation
- Customer support services
- Outbound calls
- CSR systems
- Call metrics
- Teamwork and collaboration
- Customer service
- Problem-solving
- Problem-solving skills
- Time management
- Attention to detail
- Multitasking Abilities
- Calm and professional under pressure
- Computer skills
- Understanding customer needs
- Customer service excellence
- Organizational skills
- Active listening
- Effective communication
- Money handling
- Verbal and written communication
- Problem resolution
- Teamwork skills
- Customer relations
- Phone etiquette
- Microsoft office
- Call center experience
- Data entry
- Medical terminology
- Interpersonal skills
- Customer relationship management
- Administrative and office support
- MS office
- Inbound call management
Additional Information
Please note: I also have an associate's degree in Information Technology from Soluto University. Both degrees are under my former married name of Angela Destefano(I have my divorce papers ). I can obtain transcripts-this can be verified under Student clearinghouse. I also have my former first name of Angelia Adkins for my high school diploma. I can obtain my high school transcripts as well(Angelia was a typo not caught till I graduated. the transcripts office has my corrected name on file of Angela Robin Adkins on the birth certificate on file with my transcripts). My first and last name changes can pass verification. Social Security office also has all my former names including the typographical error of Angelia name. My current legal name is Angela Robin Adkins. I also Have my birth certificate with my name of Angela Robin Adkins.
I thought this might help with stating this so you will know that my resume and education are true and correct. Thanks!
Timeline
Front Office Coordinator
Choice Hotels
01.2023 - 10.2023
Customer Support Rep
Centric Brands
07.2021 - 08.2022
Scheduling Coordinator
Optum - United Health Group
06.2018 - 02.2021
Member Services Representative
CVS Health
- Current
High school diploma or GED - undefined
Fulton high School
Associate's degree - Health Information Systems Technology
Ultimate Medical Academy online