Angela Dana-Smith
Experienced Consumer Relations Rep.
Norman,OK
Summary
Dedicated consumer relations professional with a proven track record in customer relationship management and problem-solving. Expertise in analyzing feedback to enhance service delivery and drive customer satisfaction.
Overview
9
9
years of professional experience
Work History
Consumer Relations Representative II
Johnson Controls
Norman, OK
04.2015 - 01.2021
- Handled customer inquiries and resolved issues through various communication channels.
- Identified and resolved customer issues with thorough research and follow-through.
- Researched and resolved customer complaints to ensure satisfaction.
- Implemented solutions for common customer complaints to increase satisfaction levels.
- Collaborated with team members to improve customer service processes and strategies.
- Coordinated with multiple departments to address complex customer concerns effectively.
- Educated customers on product features and services to foster understanding and loyalty.
- Provided product knowledge and recommendations to customers.
- Maintained accurate records of customer interactions in the Salesforce system.
- Conducted regular follow up calls with customers after resolution of their queries.
- Provided timely updates on product changes or launches to existing customers.
- Maintained current and comprehensive knowledge of company products and services for multiple brands.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Analyzed customer feedback to identify trends and enhance service offerings.
- Reviewed customer feedback regularly for quality assurance purposes.
- Assisted with the development of new consumer relations policies and procedures.
- Responded to customer inquiries via telephone or written correspondence promptly and processed warranties of HVAC units.
Customer Service II Representative
Medical Service Recovery Contractor
Midwest City, OK
05.2012 - 08.2013
- Reviewed documentation for accuracy and compliance with Medicare regulations.
- Processed appeals for incorrect payment or denial of services rendered by healthcare providers on behalf of patients covered under Medicare plans.
- Resolved claim disputes through effective negotiation and problem-solving skills.
- Communicated with healthcare providers to clarify claim details and requirements.
- Assisted in the development of best practices for improving claims processing efficiency.
- Processed Medicare claims for third party efficiently using claims management software.
- Maintained a database of denied claims with reason codes to analyze trends in rejections by payers.
- Acted as intermediary between insurance companies and customers by researching and assessing information to determine claim validity.
- Adhered strictly to HIPAA regulations while handling confidential patient information during the course of processing their claims.
Education
High School Diploma -
McAlester High School
McAlester, OK05-1990
Some College (No Degree) - Applied Psychology
Rose State College
Midwest City, OKSome College (No Degree) - Sociology
Eastern Oklahoma State College
Wilburton, OKSkills
- Customer relationship management
- Salesforce software
- CRM software expertise
- Claims processing
- Customer service orientation
- Quality assurance controls
- Product education
- Complaint handling
- Conflict resolution
- Problem resolution
- Research skills
- Time management
- Effective communication
- Cross-functional collaboration
- Team collaboration
- Teamwork skills
- Professional telephone demeanor
- Customer needs analysis
- Decision-making
- Quality assurance controls
- Compliance adherence
- Records management
- Telecommunication management
- Salesforce utilization
- Active listening
- Problem solving
- Calm and professional under pressure
- Customer service excellence
- Quality assurance controls
- Calm and professional under pressure
Accomplishments
- Various awards in regards to customer service skills and team awards through ought my tenor at the companies I was employed by.
Timeline
Consumer Relations Representative II
Johnson Controls
04.2015 - 01.2021
Customer Service II Representative
Medical Service Recovery Contractor
05.2012 - 08.2013
High School Diploma -
McAlester High School
Some College (No Degree) - Applied Psychology
Rose State College
Some College (No Degree) - Sociology
Eastern Oklahoma State College