Angela Greenwood
Allen Park,MI
Summary
I am a highly motivated individual. I love being of service to others in any type of position but I am ready to expand my horizons with Centene. I have untapped leadership qualities which I know will enable me to rise within the company while still satisfying my service abilities.
Overview
17
17
years of professional experience
Work History
Program Coordinator 1
CENTENE
04.2022 - Current
- Maintained detailed records of program activities and participant data, ensuring compliance with internal policies and external regulations.
- Kept program-related data accurate, up-to-date and easily accessible for accessibility.
- Collaborated with other program coordinators to achieve consistency in program objectives and services.
- Led training sessions for staff, fostering a knowledgeable and cohesive team environment.
- Cultivated a collaborative work culture by encouraging open communication channels among team members which led increased job satisfaction rates amongst employees.
- Delivered prompt service to prioritize clients needs.
- Responded proactively and positively to rapid change.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Developed rapport with clients through active listening skills, leading to higher retention rates and positive feedback from clients.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Provided primary client support to internal and external customers.
- Fostered a client-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
- Sought ways to improve processes and services provided.
- Met customer call guidelines for service levels, handle time and productivity.
- Enhanced client satisfaction by promptly addressing concerns and providing accurate information.
- Promptly responded to inquiries and requests from clients .
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Investigated and resolved customer inquiries and complaints quickly.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Trained staff on operating procedures and company services.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Cross-trained and provided backup support for organizational leadership.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled customer inquiries and suggestions courteously and professionally.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Trained new personnel regarding company operations, policies and services.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
- Applied effective time management techniques to meet tight deadlines.
- Proved successful working within tight deadlines and a fast-paced environment.
- Paid attention to detail while completing assignments.
- Demonstrated a high level of initiative and creativity while tackling difficult tasks.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Demonstrated leadership skills in managing projects from concept to completion.
- Self-motivated, with a strong sense of personal responsibility.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Organized and detail-oriented with a strong work ethic.
- Excellent communication skills, both verbal and written.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Adaptable and proficient in learning new concepts quickly and efficiently.
Customer Service Representative
Michigan Conference Of Teamsters Welfare Fund
11.2006 - 01.2020
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Delivered prompt service to prioritize customer needs.
- Responded proactively and positively to rapid change.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Responded to customer requests for products, services, and company information.
- Tracked customer service cases and updated service software with customer information.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Provided primary customer support to internal and external customers.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
- Sought ways to improve processes and services provided.
- Met customer call guidelines for service levels, handle time and productivity.
- Implemented feedback loops that encouraged continuous improvement among team members by sharing insights about exceptional service delivery techniques.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Improved communication between departments by facilitating interdepartmental meetings focused on problem-solving strategies for common issues affecting customers'' experiences.
- Promptly responded to inquiries and requests from prospective customers.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Maintained up-to-date knowledge of product and service changes.
- Trained staff on operating procedures and company services.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Answered constant flow of customer calls with minimal wait times.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Educated customers about billing, payment processing and support policies and procedures.
- Increased efficiency and team productivity by promoting operational best practices.
- Cross-trained and provided backup support for organizational leadership.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Updated account information to maintain customer records.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Education
High School Diploma -
Allen Park High School
Allen Park, MI05.2004
Skills
- Computer Operation
- Technical Support
- Troubleshooting
- Typing
- Customer Service
- CD10
- CD9
- CPT Coding
- Medical BIlling
- Medical Terminology
- Insurance Verification
- Phone Etiquette
Timeline
Program Coordinator 1
CENTENE
04.2022 - Current
Customer Service Representative
Michigan Conference Of Teamsters Welfare Fund
11.2006 - 01.2020
High School Diploma -
Allen Park High School