Angela Humphrey
Chicago,IL
Summary
Successful Customer Support Representative with 20+ years of experience addressing customer requests and concerns. Expert at providing relevant information and options to successfully resolve issues. Upbeat and energetic handling difficult situations through resourcefulness and adaptability, smoothly mitigating customer conflicts through calm, level-headed strategies.. Proficient multi-tasking skills and ability to function in fast-paced inbound and outbound call center environment with a focus on accuracy. Responsive and resilient team player with adaptable and creative mindset.
Overview
27
27
years of professional experience
Work History
Customer Care Specialist
UNIFORM TEETH/CVSTOM
Chicago, Illinois
03.2021 - Current
- Handle patient inquiries via email, app message, SMS, or phone (use of Zendesk CRM)
- Schedule appointments, assist with billing inquiries and order requests
- Created training material for the department and led training for 3 new employees (Google Docs, Sheets, PPT)
- Direct/Escalate patient complaints, pain or concerns accordingly
- Coordinate care with general dentist and specialist offices including emailing referrals, panoramic images, CBCT x- rays/scans, etc
- Communicate effectively with other departments and clinics to best assist patients (Slack, Email, Zendesk).
Product Specialist
Lasalle Staffing | Illinois
Chicago
03.2020 - 03.2021
- Assisting with maintaining correct pricing and billing information
- Documented all transactions and support interactions in system for future reference and addition to knowledge base
- Log phone numbers and email addresses to contact customers for follow-ups
- Maintaining correct and accurate customer details for billing, shipping,pricing, and payments
- Assisted executive team during business development decision-making to optimize profitability, marketing strategy and communications planning
- Processing payments via Purchase Order, Pro Forma Invoice, Cash in Advance and credit card
- Shifting the service schedule, based on changes in requirements, survey acceleration or delays, or accreditation renewal dates; and equipment replacements or removal
- Trained and provided coaching to 20 - 30 junior team members.
COLLECTIONS SPECIALIST
Enova International Inc
Chicago, Illinois
07.2011 - 03.2020
- Addressed average of 50 customer complaints each week
- Compliance communication via email with FOS regulators
- Counseled customers on payment options and arranged payment plans on past due balances for installment and payday loans
- Delivered exceptional customer service on all calls while maintaining calm and professional demeanor in challenging circumstances
- Handled 50 - 100 emails, outbound and inbound calls daily with goal of collecting owed debt Investigated and resolved customer complaints quickly to increase customer satisfaction by 25%
- Manage special circumstance situations (Power of Attorney,
- CCCS, Death of a customer, etc) Processed international payments and applied to customers' balances.
Client Service Representative II
Celtic Insurance Company
Chicago, Illinois
03.2002 - 12.2012
- Answered 65 - 90 incoming calls for agents, providers, past, current and potential clients
- Calculated quotes and educated potential clients on insurance options
- Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations
- Extremely knowledgeable of company insurance products and services to advise customers on appropriate choices
- Strategized with clients to create customized insurance policy packages
- Verified insurance coverage information.
Insurance Claims Specialist
Harris & Harris, Ltd
Chicago, Illinois
03.2007 - 02.2011
- Assured timely verification of insurance benefits prior to patient procedures or appointments
- Calculated adjustments, premiums, and refunds
- Delivered exceptional customer service to policyholders by communicating important information and patiently listening to all issues
- Processed payments via telephone with focus on accuracy and efficiency
- Read over insurance policies to ascertain levels of coverage and determine whether claims would receive approvals or denials
- Reported policy changes and company conditions affecting customer satisfaction
- Worked with departments across the company, including marketing and project management, in developing new ideas, initiatives, products, and services
- Worked with departments across the company, including marketing and project management, in developing new ideas, initiatives, products, and services.
Database Clerk
York Claims Service Inc
Chicago, Illinois
05.2001 - 01.2002
- Corrected any data entry error to prevent later issues such as duplication or data degradation
- Documented all information gathered field and uploaded data to company database for efficient processing using
- Excel
- Managed documents by organizing forms, making photocopies, filing records, preparing correspondence and creating reports
- Reduced physical document storage 60% by scanning and eliminating outdated records
- Verified accuracy and validity of data entered in databases
- Worked closely with applicants to determine eligibility and verify accuracy and integrity of application data.
Liability Claims Representative
Near North Insurance Brokerage
Chicago, Illinois
06.2000 - 02.2001
- Assisted 80 - 100 policyholders in a average day by answering questions, responding to inquiries and handling telephone requests
- Analyzed credit, income, compliance, title documents and appraisals during underwriting process
- Calculated quotes and educated potential clients on insurance options
- Determined and documented loan conditions and communicated requirements and decisions
- Identified and resolved process issues to encourage smoother procedures, more efficient workflow and overall business growth
- Read over insurance policies to ascertain levels of coverage and determine whether claims would receive approvals or denials.
Education
Graphic Arts, Communications
Kennedy King College
Communications
Columbia College
Skills
- Information Extraction
- Interpretation and Translation Services
- Data Entry and Maintenance
- Customer Retention Strategies
- Building Customer Trust and Loyalty
- Understanding Customer Needs
- Call Documentation
Timeline
Customer Care Specialist
UNIFORM TEETH/CVSTOM
03.2021 - Current
Product Specialist
Lasalle Staffing | Illinois
03.2020 - 03.2021
COLLECTIONS SPECIALIST
Enova International Inc
07.2011 - 03.2020
Insurance Claims Specialist
Harris & Harris, Ltd
03.2007 - 02.2011
Client Service Representative II
Celtic Insurance Company
03.2002 - 12.2012
Database Clerk
York Claims Service Inc
05.2001 - 01.2002
Liability Claims Representative
Near North Insurance Brokerage
06.2000 - 02.2001
Graphic Arts, Communications
Kennedy King College
Communications
Columbia College
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