Summary
Overview
Work History
Education
Skills
Timeline
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Angela C Smith

Summary

Dynamic professional with strong problem-solving abilities, a commitment to continuous learning, and exceptional communication skills. Dedicated to contributing to team success and driving positive outcomes through collaboration and innovation. Eager to embrace new challenges while advancing organizational objectives with dedication and enthusiasm. Proven ability to adapt quickly in fast-paced environments, ensuring effective solutions that meet team and company goals.

Overview

21
21
years of professional experience

Work History

Client Advocate

Aetna Health
01.2024 - Current
  • Inspiring Team Performance. Spearheaded initiatives that aligned team East Pod 2 with Heart at Work behaviors, resulting in the consistent achievement and surpassing of performance metrics.
  • Promoting Member trust and Loyalty. Influenced the team's Net Promoter Score (NPS) by actively monitoring call queues and upholding quality standards, resulting in stronger member trust and satisfaction.
  • Process Improvement. Identified and submitted a process improvement for ambulance claims. Recognized that the recent A1A toolbar update was missing some critical new information and sent to management immediately. Noticed trends in calls regarding provider directories being received with incorrect information as to provider status and addressed with leadership.
  • Building Team Trust. Serving as a go-to resource for CA referrals in Quickbase, addressing advocate questions, assigning clinical swivels, and providing hands-on claims support. Supported new hire success through active participation in soft landing training and continuous support, accelerating their integration and proficiency.
  • Individual and Team Skill Building. Achieved A1A All-Star status through successful tryouts, providing advanced knowledge and ongoing support to colleagues via the weekly All-Star Chat. Completed ISM and Compass training to become a pharmacy subject matter expert, assisting members with complex pharmacy-related questions. Created and managed a dedicated team chat for ISM-trained advocates, serving as a primary resource for ongoing questions and support to improve team-wide knowledge and proficiency.
  • Client Advocate (Stretch Assignment)

Customer Service Advocate

Aetna Health
03.2022 - 01.2024
  • Putting Members First. As a dedicated A-1A advocate, acted as a liaison between our members and providers to get issue resolution.
  • Cultivated Customer Trust. Maintained ownership of the members issues from initial inquiry to final resolution, ensuring timely and satisfactory outcome.
  • Rises to Challenges. Completed Guided Personal Services (GPS) training and developed job aids to assist team mates as well as aided via a newly created GPS chat for questions and guidance.
  • Partnership. Consistently collaborate with colleagues and other departments to ensure seamless service and a positive work environment.

Fulfillment Associate

Amazon
09.2021 - 03.2022
  • Order Fulfillment: Accurately picked and packed customer orders by locating merchandise using radio frequency (RF) scanners, consistently meeting tight deadlines for shipping.
  • Inventory Management: Sorted and organized incoming deliveries in appropriate storage areas, contributing to a systematic and efficient workflow.
  • Logistics Coordination: Transported packaged items to delivery vehicles and loaded shipments, ensuring proper stacking and adherence to all loading procedures.
  • Safety and Quality Control: Maintained a clean and organized work area and strictly followed all safety and quality standards to ensure merchandise was free of damage before shipment.
  • Adaptability and Teamwork: Supported various warehouse functions and adjusted to changing priorities based on delivery and operational needs

Client Service Representative

First Horizon Bank
08.2020 - 09.2021
  • Provide first-call resolution (FCR). Listen actively and ask clarifying questions, provide clear instructions, and confirm resolution before ending the interaction.
  • Understand client needs and pain points. Through active listening and careful questioning, identify a client's specific needs, challenges, and goals. This moves the conversation from a transaction to a value-add relationship.
  • Deliver exceptional service. Always being proactive and going the extra mile for the member.

Insides Sales Representative

Wincore Windows & Doors
09.2019 - 04.2020
  • Promoted great customer service. Consistently exceeded customer service standards, resulting in positive customer feedback and increased loyalty.
  • Practiced strong problem-solving skills. Handled escalated customer complaints, achieving high issue resolution rates through effective communication and problem-solving skills.
  • Built customer loyalty. Increased customer loyalty and repeat business by proactively promoting and enrolling customers in rewards programs.

Sales Lead/Key Holder

The Children's Place
11.2018 - 09.2019
  • Scheduling: Managed and created staff schedules to ensure adequate floor coverage and optimize store operations.
  • Floor re-sets: Executed floor re-sets and visual merchandising changes in compliance with company standards to maximize product visibility and drive sales.
  • Customer service: Cultivated strong customer relationships that resulted in repeat business and positive feedback.
  • Check out customers and handle returns: Efficiently processed customer transactions and managed returns with accuracy and professionalism.
  • Training. Trained new hires on point-of-sale (POS) systems and company policies for returns and exchanges

Lead Customer Service/Claims Associate

Highmark Blue Cross Blue Shield West Virginia
08.2011 - 08.2018
  • Multi-channel customer inquiries. Managed customer inquiries and correspondence from a diverse range of contacts, including members, groups, providers, and brokers, via telephone, email, and in-person.
  • Claims Review. Reviewed and audited claims processing for accuracy, submitting tickets for systematic review to identify and address the root cause of incorrect processing.
  • Error Evaluation. Conducted thorough research to respond to error assessments and resolve quality control issues.
  • Fostering Process Improvement. Contributed to improvements in service delivery by identifying opportunities for efficiency gains and provided those ideas to management.
  • Associate mentoring. Contributed to improvements in service delivery by identify opportunities for efficiency gains and provided those ideas to management. Mentored and trained new member associates to bridge performance gaps, resulting in improved team productivity and quality metrics.

Customer Service Representative

Highmark West Virginia
07.2010 - 08.2011
  • Handled customer inquiries. Managed high-volume customer inquiries and communications via phone, email, and live chat, regarding benefits, claims, and policies.
  • De-escalated customer calls. Handled difficult customer situations with empathy and strong resolutions skills, while collaborating with other departments to ensure a seamless experience for the customer.
  • Maintained great service and quality metrics. Monitored my performance metrics, such as average handling time, first call resolution, and high survey rates to continuously improve my service delivery to members.

Medical Underwriting Assistant

Highmark West Virginia
01.2010 - 07.2010
  • Focused on evaluation and risk. Assessed risk profiles for individuals and groups to mitigate financial exposure and ensure profitable policy underwriting.
  • Quantifiable Achievements. Determined eligibility and appropriate premium rates for a high volume of health insurance policies, maintaining a high level of accuracy and profitability.
  • Expertise- Driven. Specialized in reviewing health insurance policy files to accurately determine eligibility, coverage, and exclusions, ensuring compliance with underwriting guidelines.

Senior Administrative Assistant

WVU Hospitals
10.2008 - 12.2009
  • Administrative and Secretarial Support. Managed schedules, communications, and administrative tasks for a team of four administrators, improving efficiency and organization.
  • Coordinated office activities. Facilitated efficient office operations by managing administrative tasks, ensuring timely completion of reports, and overseeing logistical needs.
  • Schedule and Meeting Management. Organized and coordinated meetings, ensuring all necessary arrangements were made and documentation was distributed promptly.
  • Organization of Filing System. Implemented and maintained a comprehensive departmental filing system, ensuring accurate record-keeping and rapid access to essential files.

Executive Research Assistant

WVU College of Law
08.2006 - 05.2007
  • Wind Turbine Energy. Evaluated the viability of wind turbine energy through comprehensive research, synthesizing findings on its economic feasibility, environmental footprint, and societal implications.
  • Law School Honor Codes. Analyzed and synthesized information on various Law School Honor Codes, compiling a comprehensive report detailing key findings and best practices.

Case Manager

Westbrook Health Services
09.2004 - 07.2005
  • Client Evaluation. Managed caseloads from intake through treatment, developing and executing customized treatment and family planning strategies to meet individual needs.
  • Advocacy. Advocated for clients' best interests in various forums, including multi-disciplinary team meetings with Child Protective Services, administrative hearings, and civil proceedings.
  • Client Enablement. Empowered clients to achieve wellness and autonomy by developing and implementing strategies that fostered self-sufficiency and positive life outcomes.

Education

Doctor of Jurisprudence - Law

West Virginia University
Morgantown, WV
01.2008

Bachelor of Arts - Sociology

West Virginia University
01.2004

Associate Degree - Criminal Justice

West Virginia University
01.2002

Skills

  • Exceptional communication
  • Analytical thinking
  • Teamwork and collaboration
  • Strong organization
  • Microsoft office
  • RUMBA
  • GPS
  • CISCO
  • JABBER

Timeline

Client Advocate

Aetna Health
01.2024 - Current

Customer Service Advocate

Aetna Health
03.2022 - 01.2024

Fulfillment Associate

Amazon
09.2021 - 03.2022

Client Service Representative

First Horizon Bank
08.2020 - 09.2021

Insides Sales Representative

Wincore Windows & Doors
09.2019 - 04.2020

Sales Lead/Key Holder

The Children's Place
11.2018 - 09.2019

Lead Customer Service/Claims Associate

Highmark Blue Cross Blue Shield West Virginia
08.2011 - 08.2018

Customer Service Representative

Highmark West Virginia
07.2010 - 08.2011

Medical Underwriting Assistant

Highmark West Virginia
01.2010 - 07.2010

Senior Administrative Assistant

WVU Hospitals
10.2008 - 12.2009

Executive Research Assistant

WVU College of Law
08.2006 - 05.2007

Case Manager

Westbrook Health Services
09.2004 - 07.2005

Bachelor of Arts - Sociology

West Virginia University

Associate Degree - Criminal Justice

West Virginia University

Doctor of Jurisprudence - Law

West Virginia University

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