Angela Cohen
Riverdale,GA
Summary
Polite and professional Care Center Specialist II successful in applying strong communication and problem resolution skills to each customer issue. Solid history of surpassing productivity and quality targets in high-volume settings. Skillful in building long-lasting, loyal customer relationships.
Overview
6
6
years of professional experience
Work History
Care Center Specialist II
State Farm
08.2020 - Current
- Creates emails, send Dec pages/Renewal Questionnaires, Loss Run notices, Quoting certain policies
- Handles inquiries from Agents as well as Agent Staff members (Voice/Chat)
- Assist on phone/chat by troubleshooting, researching and finding resolutions
- Assist escalations
- Optimized patient satisfaction, provider time and treatment room utilization by scheduling per protocols.
- Scanned incoming patient related documents into EHR.
- Maintained thorough knowledge of common patient requests to facilitate professional, positive patient experience.
- Verified and updated existing patient and insurance information.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Sought ways to improve processes and services provided.
Clerical Assistant
Randstad
09.2019 - 08.2020
- Prepped and processed outgoing documents, Light Data Entry, Handled Documents from different states
- Processed checks, Filing, Note taking, Office Support, organizing, communicating via email/phone
- Assisted other team members as needed
- Attended huddles, engagement meetings, team meetings, and trainings
- Maintained organized files and stocked supplies to support team needs and maximize performance.
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Mentored, trained and supported new staff members in office policies and procedures.
- Prepared and edited documents to produce precise, accurate and professional communication.
- Purchased and maintained office supplies.
- Promptly received and forwarded incoming communications, such as phone calls, emails, and letters, to appropriate staff.
- Kept office supplies well organized and sufficiently stocked, placing orders promptly to replenish materials before depleted.
Job Coach
Stinson & Associates
03.2019 - 09.2019
- Assessed, assisted and coached developmentally disabled clients
- Helped them prepare for workplace responsibilities
- Provided proper documentation on the clients' work performance knowledge sets to include assessment, coaching, developmental
- Counseled clients one-on-one regarding current situation, desires, aptitudes, education, and employment history.
- Monitored client progress and adjusted job coaching strategies to meet needs and navigate challenges.
- Provided ongoing guidance and support to clients throughout job search and onboarding process.
- Developed and implemented job coaching plans for clients with diverse career goals.
- Conducted needs assessments to identify gaps in performance and develop targeted learning solutions.
- Facilitated virtual, in-person and blended learning sessions.
- Provided coaching and mentoring to employees.
- Developed job-specific competencies and performance standards.
Education
Associates - Medical Coding and Billing
Grantham University
01.2012
Bachelor - Healthcare Management
Kaplan University
01.2011
Associates - Healthcare Administration
University of Phoenix
01.2009
Diploma - undefined
Carver High School
Columbus, GA01.1991
Skills
- Verbal and written communication
- Call handling
- Problem-solving skills
- Customer service/support
- Complaint resolution
- Interpersonal skills
- Inbound phone calls
- Call documentation skills
- Customer service optimization
- Call center customer service
- Providing customer support
- Customer Service: Working in a Customer Contact Center