ANGELA FRYE
Jacksonville,AR
Summary
Dedicated Senior Customer Service Specialist with 8 years of experience in providing superb customer service. Expert in establishing rapport by listening to customers and understanding specific needs. Manage consistent one-call resolution to offer prompt and streamlined service. Goal-oriented professional effective at dealing with individuals during stressful and confusing situations to address benefits needs and navigate agency structures. Practiced at working with regulatory limits and department standards to handle requirements via email, letter, telephone calls and in person.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Licensed Insurance Agent
Allstate Corp
Littlerock, AR
04.2024 - Current
- Initiated contact with potential clients through cold calling and networking activities.
- Responded promptly to customer inquiries via phone calls or emails in a professional manner.
- Processed policy changes, renewals, cancellations, claims and other related paperwork accurately and timely.
- Collaborated with internal teams such as Underwriters and Claims Adjusters to ensure accuracy.
- Advised clients on their insurance needs and coverage options based on individual requirements.
Senior Customer Service Representative
The Home Depot
Remote
03.2023 - Current
- Provide exceptional, customer-centric service that consistently exceeds Company standards of excellence, ensuring the highest levels of customer satisfaction and fostering customer loyalty
- Cultivate and maintain strong customer relationships through daily interactions with customers and Home Depot associates, creating personalized and memorable experiences that leave a lasting positive impression
- Manage appointment scheduling and confirmation process with meticulous attention to detail
- Optimize coordination to maximize customer convenience and minimize scheduling conflicts
- Demonstrate expertise in handling both inbound and outbound calls
- Resolve complex inquiries efficiently and effectively, providing innovative solutions while maintaining a professional and customer-focused approach
- Conduct comprehensive customer surveys using a standardized script
- Extract valuable feedback to evaluate satisfaction levels and identify areas for improvement, driving continuous improvement initiatives within the organization.
Patient Care Advocate
Sykes Enterprises
Remote
03.2021 - 01.2024
- Coordinate and oversee the entire lifecycle of specialty medication orders, from initial contact with patients to scheduling delivery, while ensuring seamless collaboration with healthcare providers, pharmacies, and insurance companies
- Engage patients through effective and professional communication, employing strong interpersonal skills to address their concerns, provide comprehensive information about their prescribed medications and treatment plans, and offer ongoing support and guidance throughout their healthcare journey
- Execute precise payment and insurance processing activities, meticulously verifying patient information, insurance coverage, and prescription details to facilitate smooth financial transactions
- Adhere to stringent compliance standards, including HIPAA regulations, to ensure the confidentiality and security of patient data
- Demonstrate an in-depth understanding of complex insurance policies, coverage requirements, and reimbursement procedures
- Effectively navigate insurance systems and databases to provide patients with accurate information regarding their insurance options and financial responsibilities.
Customer Service Representative
AT&T
Little Rock, AR
12.2020 - 12.2022
- Provided excellent customer service to AT&T customers by promptly and effectively addressing their inquiries, concerns, and requests
- Engaged with customers through various communication channels, including phone calls, emails, and chat, while maintaining a professional and courteous demeanor
- Demonstrated a comprehensive understanding of AT&T products and services to assist customers with billing inquiries, account management, service outages, technical troubleshooting, and general product information
- Utilized computer systems and databases to access customer accounts, retrieve relevant information, and accurately document customer interactions
- Resolved customer issues and complaints in a timely and satisfactory manner, escalating complex cases to appropriate channels when necessary.
Customer Service General Manager
J Chatman Transport LLC
Dumas, AR
01.2016 - 12.2020
- Managed and supervised the customer service department, ensuring seamless operations and fostering a positive work environment
- Logged and organized data on the computer system to maintain accurate financial records for bookkeeping purposes
- Acted as the primary point of contact, providing exceptional customer service by promptly answering phone calls and addressing inquiries on a daily basis
- Skillfully handled payroll processing, ensuring accurate and timely payment to employees while adhering to relevant regulations and policies
- Implemented and maintained high standards of customer service, promptly resolving issues and providing personalized support to ensure customer satisfaction.
MTX Operator
Lennox Industries
Stuttgart, AR
04.2007 - 04.2019
- Operated wire-making machines to manufacture wires used in air conditioning units, ensuring consistent quality and meeting production targets
- Conducted comprehensive inspections of wire pieces, meticulously checking dimensions, surface quality, and other specifications
- Maintained accurate logs and documentation of wire pieces, including batch numbers, production dates, and quality control results
- Performed routine maintenance tasks, including cleaning, lubrication, and calibration, to sustain optimal machine performance.
Education
High School Diploma -
Dumas High School
Dumas, AR05-1998
Some College (No Degree) - Business Management
Pulaski Technical College
trueSkills
- Customer Service Excellence
- Problem Solving
- Strong Communication Skills
- Microsoft Office Proficiency
- Typing 50 WPM
- Interpersonal Skills
- Rapport Building
- Escalation management
- Direct Sales
- Conflict Resolution
- Call Handling
- Inbound/Outbound Calls
- Insurance Processing
- Compliance Standards
- HIPAA Regulations
- Insurance Policies
- Reimbursement Procedures
- Product Knowledge
- Billing Inquiries
- Account Management
- Technical Troubleshooting
- Computer Systems
- Data Entry
- Complaint Resolution
- Work Environment Management
- Payroll Processing
- Phone Etiquette
- Payroll Management
- Quality Control
- Documentation
- Machine Operation
- Order Fulfillment
- Documentation Review
- Returns and Exchanges
- Credit Card Processing
- CRM Software
- Customer Support
- Payment Processing
- Credit card processing
- Call Documentation
- Customer Relations
- Multi-Line Phone Systems
- Sales expertise
Certification
- Arkansas Notary Public #12716242 September 12,2021-September 12, 2031
- Arkansas Pharmacy Technician License # PT17537 February 13, 2024-December 31, 2024
- Arkansas License Insurance Agent #21110315 April 18, 2024
Accomplishments
- Phi Theta Kappa Honor Society #21909163 May 11, 2024
References
- Amanda Bolton, Team Coordinator of Sykes/Foundever
501-521-8455
Amanda.bolton@foundever.com
- Kay L Harris, Human Resource and Public Relations of The Home Depot
501-945-3500
Kay_l_harris@homedepot.com
- Timothy Chatman, Director and Logistics Manager of J Chatman Transport
501-461-4008
jchatman.transport@yahoo.com
Timeline
Licensed Insurance Agent
Allstate Corp
04.2024 - Current
Senior Customer Service Representative
The Home Depot
03.2023 - Current
Patient Care Advocate
Sykes Enterprises
03.2021 - 01.2024
Customer Service Representative
AT&T
12.2020 - 12.2022
Customer Service General Manager
J Chatman Transport LLC
01.2016 - 12.2020
MTX Operator
Lennox Industries
04.2007 - 04.2019
High School Diploma -
Dumas High School
Some College (No Degree) - Business Management
Pulaski Technical College