Angela Fiorillo
Kingston,NY
Summary
Highly-motivated customer service representative and workforce intern with desire to take on new challenges. Strong worth ethic, adaptability and organizational skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
17
17
years of professional experience
Work History
Workforce Intern
United Healthcare
Kingston,, NY
12.2023 - Current
- Optimizes schedules to business needs.
- Facilitates daily meeting to discuss prior and current staffing.
- Training a new intern showing his daily to do tasks.
- Created an SOP for Alvaria.
- Monitors agents' activity through Pulse and IEX.
- Schedule off line activities for agents though IEX.
Health Advisor
United Healthcare
Kingston,, NY
08/23/21 - Current
- Answered incoming calls providing frontline customer support or assistance with benefits, eligibility, and authorizations.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Trained and mentored new hires, and those on my team who needed more help.
- Worked with providers to get authorizations started or expedited.
Customer Service Associate
Marshalls
Kingston, NY
05.2007 - 10.2011
- Assisted customers with returns, exchanges, refunds, and other transactions as needed.
- Escalated unresolved customer issues to the appropriate department or manager for resolution.
- Trained new hires on required job skills, best practices, and protocols.
- Provided outstanding customer service to new and long-standing customers.
Education
Associate of Arts - Early Childhood Education
Ulster County Community College
Stone Ridge, NY12-2012
Some College (No Degree) - Early Childhood Education
The College of Saint Rose
Albany, NYSome College (No Degree) - Early Childhood Education
Mount Saint Mary College
Newburgh, NYSkills
- Scheduling
- Telephone Etiquette
- Multitasking and Organization
- Data Entry
- 6 years Customer Service
- Determining staffing needs
- Workforce management tools(IEX and Pulse)
Timeline
Workforce Intern
United Healthcare
12.2023 - Current
Customer Service Associate
Marshalls
05.2007 - 10.2011
Health Advisor
United Healthcare
08/23/21 - Current
Associate of Arts - Early Childhood Education
Ulster County Community College
Some College (No Degree) - Early Childhood Education
The College of Saint Rose
Some College (No Degree) - Early Childhood Education
Mount Saint Mary College