Angela Owens
San Antonio,TX
Summary
I am always looking for opportunities that challenge my current skills and abilities. Leadership is one of my top qualities that I have used in each of my positions, which I embrace to encourage coworkers and my leaders to have integrity and quality in everything we do. I will help bring the company to the top of the industry with my dedication, ambition, and positivity.
Overview
9
9
years of professional experience
Work History
Lead Customer Service Representative
Direct Interactions
01.2023 - Current
- Watching queues-Giving agents VTO when there is down time
- Ensuring that there is no more than 1 call in queue.
- Documenting service levels and issues that have happened daily
- Assisting agents in chat support
- Creating training documents to help agents with their calls.
- Responded proactively and positively to rapid change
Customer Service/Team Lead/Trainer/ Claims Investigator
Artech Inc
06.2021 - 01.2022
- Taking inbound phone calls from claimants that have inquiries or concerns about their benefits
- Providing great customer service while following all standard processes
- Became Team Lead within 3 months
- Create and streamlined process updates
- Take on escalated issues.
- Trained and mentored 50 new personnel
- Established and maintained quality control standards.
Driver/Courier
Self Employed
03.2019 - 05.2021
- Driving members safely from point A to point B
- Providing the best driving experience for members on their way to their destinations
- Making deliveries efficiently in an acceptable time frame
- Routinely clean and maintain my driving space
- Track and log my earnings, miles, and expenses.
Appeals Representative
UnitedHealth Group
07.2017 - 03.2019
- Data entry-Enter data into the appeals system with no errors and in a timely manner
- Researching, classifying, and entering appeals for medicare members and providers
- 100% Quality
- 100% Compliance with TAT
- Experience with CMS guidelines
- Positive attitude with leadership qualities
- Escalate issues that may arise with current processes to get them resolved promptly
Customer Service Representative
UnitedHealth Group
02.2015 - 07.2017
- QA call monitoring for new hires
- In an inbound call from members and providers assisting on benefits as well as reprocessing claims when needed
- Graduated #1 in my dental training class
- Became claims trained within 4 months of being on floor out of training
- Train new hires and cross-train current employees
- Meets and exceeds metrics
- Able to identify issues, escalate them and get them resolved in a timely manner
- Top Performer
Technical Service Representative
Volt Services
06.2014 - 01.2015
- Taking inbound calls from customers for AT&T UVERSE and help customers resolve their technical problems with their TV, Cable, and Phone service
- Dispatch out technicians if needed to resolve customer needs
- Cross skilled to SOS escalation team
- Attention to detail
- Leadership qualities
Education
High School Diploma - undefined
Kaneland High School
June 2003
Skills
- Call Monitoring
- Data Entry
- Technical Support
- Verbal and Written Communication
- Going Above and Beyond
- Fast Learner
- Inquisitive
Timeline
Lead Customer Service Representative
Direct Interactions
01.2023 - Current
Customer Service/Team Lead/Trainer/ Claims Investigator
Artech Inc
06.2021 - 01.2022
Driver/Courier
Self Employed
03.2019 - 05.2021
Appeals Representative
UnitedHealth Group
07.2017 - 03.2019
Customer Service Representative
UnitedHealth Group
02.2015 - 07.2017
Technical Service Representative
Volt Services
06.2014 - 01.2015
High School Diploma - undefined
Kaneland High School