Angela Booker
Customer Service Representative
Philadelphia,PA
Summary
A highly driven customer service and health insurance professional who is skilled at identifying customer solutions and offering great customer service. A professional customer service representative with life and health insurance experience for over 15 years. Looking to dive in the financial service industry and obtain professional licenses as opportunity for growth and development. Encouraging Team Leader and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Reliance Standard Life Insurance Company
11.2021 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
Customer Service Representative
PEOPLE SHARE STAFFING AGENCY
07.2021 - 11.2021
- Answer questions, establish and maintain long-lasting relationships with clients, provide educated advice and support during a time of need, connecting clients with the correct treatment centers, vendors, or other providers
- Average calls taken per day 30-40 per day with a 5.5 handle time.
Member Service Advocate
Aetna Medicare
11.2020 - 05.2021
- Servicing incoming calls from health insurance members and providers that are seeking information regarding benefits and eligibility along with claim details and explanation of member benefits
- Assisting providers with filing Appeals along with prior authorizations and pre-certifications for medical care beneficiaries
- Review claims and provide status or if needed submit claim for re-work process
- Identify claim remit codes regarding coverage denials
- Review coverage guidelines for in-network and out-of-network benefits
- File providers request for coverage appeals for denied service’s or claims.
Customer Service Representative
Meenan Oil
01.2020 - 10.2020
- Schedule service tune-ups and repairs for service technicians, schedule and communicate with service dispatchers for technicians expected time of arrival times
- Perform outbound calls to customers who have a service agreement to set up and air conditioning tune-ups
- Answering inbound customer service calls with friendly and professional greeting
- Utilizing strong listening skill and probing questions.
Customer Service Agent
Gate 1 Travel
09.2017 - 12.2019
- Overseeing changes to original reservations and managing exchanges and refunds
- Monitoring reservations schedules and cancellations and no-shows
- Reading and interpreting the reservation system at a speedy pace
- Answering incoming calls and giving experienced replies to customer inquiries and complaints
- Booking international and domestic flights for customers
- Using strong communication skills to communicate and empathize with customers.
Licensed Life and Health Insurance Agent
Optum/Catalyst 360
12.2007 - 04.2016
- A highly driven customer service and sales professional who is skilled at identifying sales prospects and turning those prospects into customers
- A professional customer service representative and health insurance agent with over 15 years’ experience in the insurance industry and customer service
- Specializing in health insurance sales and customer service for the past 9 years
- Excels at obtaining client information and client research, developing a rapport with effective listening and telephone etiquette, sales presentations, and following up on a regular basis with existing client base
- Specializes in networking and using new technology to find prospects and maintain contact with client base, along with resolving problems by clarifying desired results
- Looking forward to an inside sales or customer service position.
Education
Post-secondary education, no degree or certificate -
Temple University
North Philadelphia, PAHigh School Graduate Or Equivalency Certificate (GED) - General Education
South Philadelphia High
South Philadelphia, PASkills
- Knowledge of the product
- General Accounting
- Ability to use positive language
- Goal and results driven
- Time management skills
- Customer Service
- Problem-solving abilities
- Customer Relations
- Data Entry
- Critical Thinking
- Active Listening
Certification
Agents Life and Health License issued by State Of PA in Pennsylvania, 05/2008, 05/2017
References
- Ardell Johns, Personal, 20, (240) 882-2161, Ajhomes2010@gmail.com
- Roslyn Foy, Professional, Customer Relations Agent, 3, (215) 380-2102, Roslyn.foy@gmail.com
- Easton Moore, Professional, Customer Service Manager, 3, (215) 572-7676 Ext 1130, emoore0603@hotmail.com
Timeline
Customer Service Representative
Reliance Standard Life Insurance Company
11.2021 - Current
Customer Service Representative
PEOPLE SHARE STAFFING AGENCY
07.2021 - 11.2021
Member Service Advocate
Aetna Medicare
11.2020 - 05.2021
Customer Service Representative
Meenan Oil
01.2020 - 10.2020
Customer Service Agent
Gate 1 Travel
09.2017 - 12.2019
Licensed Life and Health Insurance Agent
Optum/Catalyst 360
12.2007 - 04.2016
Post-secondary education, no degree or certificate -
Temple University
High School Graduate Or Equivalency Certificate (GED) - General Education
South Philadelphia High
Agents Life and Health License issued by State Of PA in Pennsylvania, 05/2008, 05/2017
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