ANGELA MASTERS
Tampa,US
Summary
Customer service professional equipped with strong background in client relations and problem-solving. Skilled in active listening, effective communication, and conflict resolution to ensure customer satisfaction. Known for strong team collaboration, adaptability, and reliability in meeting evolving demands. Consistently delivers results through empathy, patience, and solutions-focused approach.
Overview
3
3
years of professional experience
Work History
Customer Care Advocate
Cigna
03.2025 - 05.2025
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Assisted customers answering inquiries regarding prescription services.
- Assisted customers in navigating insurance claims, resulting in fewer denials and improved coverage understanding.
- Managed customer billing inquiries, resolving discrepancies efficiently.
- Scheduled medications for delivery
- Directed customer to nurse or pharmacy if they had any questions or concerns about their medications
- Resolved patient complaints by investigating issues and providing effective solutions.
Customer Service Representative
United Healthcare
09.2024 - 01.2025
- Respond to and resolve, on the first call, customer service inquires and issues by identifying the topic and type of assistance the caller needs such as benefits, eligibility and claims, financial spending accounts and correspondence.
- Help guide and educate customers about the fundamentals and benefits of consumer-driven health care topics to select the best benefit plan options, maximize the value of their health plan benefits and choose a quality care provider
- Initiate proactive outreach to members as needed, which may involve welcoming new members to our health plans, addressing gaps in care, reviewing coverage, and referring and enrolling them into wellness specialists and programs based on their needs and eligibility.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
- Assisted patients with inquiries regarding insurance eligibility and benefits.
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
Customer Service Representative -Remote
Optum | US
11.2023 - 09.2024
- Assisted with One Pass gym memberships, including enrollment, troubleshooting, and customer inquiries with a focus on empathetic customer service
- Provided technical support for HSID, resolving user issues efficiently while ensuring a positive and empathetic customer experience
- Assisted users with questions or concerns related to Rally, offering guidance, troubleshooting, and resolving issues through email, chat, and phone
- Utilized Salesforce to manage customer interactions, ensure accurate records, and achieve first-contact resolution
- Consistently met or exceeded performance metrics, demonstrating strong problem-solving abilities, empathy, and efficiency in contact resolution
- Learned new tools and processes independently with little to no supervision, quickly adapting to changes and improving workflows
Providers Service Representative Sr. - Remote
United Healthcare | US
02.2022 - 04.2023
- Utilized a multitude of applications to manage provider inquiries and resolve issues related to claims, billing, and provider payments
- Provided providers with critical patient information, including details on deductibles, out-of-pocket costs, and whether a procedure or medication required prior authorization
- Resolved complex provider questions with empathy and professionalism, focusing on delivering accurate information and support
- Consistently stayed within performance metrics, demonstrating strong organizational skills and attention to detail
- Applied knowledge of medical terminology to effectively communicate with providers and accurately process claims and authorizations
- Worked collaboratively as a team player, supporting colleagues and contributing to a positive and productive work environment
Education
High School -
Boone High School
Skills
- Dynamic learning approach
- Client support experience
- Accurate data entry
- Conflict resolution skills
- Timely follow-up communication
- Empathetic engagement skills
- Experienced with CRM systems
- Service excellence
- Strong organizational skills
- Responsive to new challenges
- Clear and concise communication
- Building strong professional connections
Timeline
Customer Care Advocate
Cigna
03.2025 - 05.2025
Customer Service Representative
United Healthcare
09.2024 - 01.2025
Customer Service Representative -Remote
Optum | US
11.2023 - 09.2024
Providers Service Representative Sr. - Remote
United Healthcare | US
02.2022 - 04.2023
High School -
Boone High School
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