Angela Conway
Houston,Texas
Summary
Knowledgeable and dedicated customer service professional with extensive experience in medical insurance industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
21
21
years of professional experience
Work History
Customer Service Advocate
United Healthcare Group
Houston, Texas
04.2015 - 12.2021
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Met customer call guidelines for service levels, handle time and productivity.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Claims Examiner
Blue Cross And Blue Shield Of Oklahoma
Tulsa, OK
06.2001 - 03.2005
- Reviewed and analyzed suspicious and potentially fraudulent insurance claims.
- Corrected codes to properly classify medical claims.
Education
High School Diploma -
Charles Page High School
Sand Springs, OK05.1992
Skills
- Upbeat and Positive Personality
- Efficient and Detail-Oriented
- Understanding Customer Needs
- Building Customer Trust and Loyalty
- Data Entry and Maintenance
- Verbal and Written Communication
- Calm and Professional Under Pressure
- Issue and Complaint Resolution
- Customer Data Confidentiality
- Call Volume and Quality Metrics
Timeline
Customer Service Advocate
United Healthcare Group
04.2015 - 12.2021
Claims Examiner
Blue Cross And Blue Shield Of Oklahoma
06.2001 - 03.2005
High School Diploma -
Charles Page High School
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