Summary
Overview
Work History
Education
Skills
Websites
Trainingandlicenses
Professional Highlights
Timeline
Generic

Angela Peters

Pearland,TX

Summary

Customer Service Representative with 10+ years of experience in business administration and management delivering outstanding customer support and issue resolution. Proficient in process improvement, staff management, and complaint handling, consistently driving team performance to meet organizational goals. Successfully developed and implemented operational policies, resolved customer complaints promptly, and directed a team of 15 employees to enhance efficiency and customer satisfaction. Expertise in navigating complex systems and providing technical assistance, ensuring seamless customer experiences. Committed to fostering a collaborative environment that supports continuous improvement and aligns with company mission. Holds an Insurance Adjuster All Lines certification, underscoring capabilities in both customer service & insurance sectors.

Overview

17
17
years of professional experience

Work History

Internal Support Group-Phone Supervisor

Capital Bridge Health Service
06.2023 - Current
  • Developed and implemented operational policies and procedures that enhanced workflow efficiency and accuracy while resolving customer complaints to maintain high satisfaction levels
  • Directed and supervised a team of 15 employees in daily operations while tracking project progress and providing timely feedback to improve team performance
  • Evaluated employee performance through periodic reviews and documented results while resolving customer complaints and adjusting policies to adapt to changing needs
  • Coordinated team schedules and resource allocation to ensure optimal coverage and workflow while mentoring team members to foster professional growth and improve overall productivity

Internal Support Advocate-Team Lead

Maximus Federal Services
Bogalusa, LA
05.2021 - 06.2023
  • Company Overview: Call Center
  • Developed customer service skills by responding to inquiries promptly while resolving software issues through effective troubleshooting of hardware and software problems
  • Assisted with the installation of computer systems, networks, and applications while reviewing incoming customer emails to ensure all requests were addressed without delay
  • Provided guidance and support to customers regarding billing issues and payment plans while assisting them in navigating the Medicare website to find necessary resources
  • Answered incoming calls from Medicare beneficiaries and provided accurate information regarding their benefits to enhance customer understanding and satisfaction
  • Call Center

Medicare Customer Service Representative

Maximus Federal Services
Bogalusa, LA
01.2017 - 05.2021
  • Assisted customers in navigating the Medicare website to find necessary resources while providing guidance on billing issues and payment plans to enhance customer experience
  • Answered incoming calls from Medicare beneficiaries and provided information regarding their benefits while resolving customer complaints and concerns in a timely manner
  • Processed enrollments for new Medicare members according to established procedures while responding promptly to inquiries about coverage options and claims status
  • Collaborated with various departments to resolve customer issues quickly and efficiently while analyzing customer feedback data to identify areas for service improvement
  • Provided technical assistance by troubleshooting problems with online accounts or applications to ensure customers received the support they needed

Quality Assurance Analyst

Community Connections, LLC
Bogalusa, LA
03.2008 - 01.2017
  • Conducted detailed analysis of business requirements and developed test plans that ensured quality assurance while documenting and executing manual tests for web-based applications
  • Performed functional, system integration, regression, and user acceptance testing while identifying and tracking software defects using bug tracking systems to maintain product quality
  • Reported issues promptly with accurate descriptions and reproduction steps while providing feedback on usability and suggesting improvements to product design teams
  • Created test cases based on technical specifications or customer requests while collaborating with developers to diagnose problems and devise effective solutions

Education

High School Diploma -

West Marion High School
Foxworth, MS
05.1998

Some College (No Degree) - Business Administration and Management

Southern New Hampshire University
Hooksett, NH

Skills

  • Customer Relationship Management (CRM)
  • Insurance Claims Processing
  • Policy & Procedure Development
  • Business Requirement Analysis Skills
  • Xactimate Proficiency
  • Application Installation
  • Billing Issue Resolution Skills
  • Call Center Operations
  • Complaint Resolution
  • Team Leadership & Development
  • Performance Evaluation
  • Tech Support
  • Functional & Regression Testing
  • Bug Tracking & Reporting
  • Usability Feedback
  • Test Case Creation
  • Network Installation
  • Workflow Optimization
  • Project Tracking & Management
  • Customer Satisfaction
  • Medicare Regulations & Guidelines
  • Remote Team Coordination
  • Data Analysis & Reporting
  • Software Troubleshooting
  • Online Account Assistance

Websites

Trainingandlicenses

  • Insurance Adjuster All Lines License, 05/01/23, 12/01/25
  • Xactimate X1 Training, 05/01/23, Present

Professional Highlights

  • Operational Policy Development: Spearheaded the creation and implementation of operational policies and procedures, enhancing workflow efficiency and accuracy for improved service delivery and customer satisfaction.
  • Team Leadership and Supervision: Directed and managed a team of 15 employees, overseeing daily operations and fostering a collaborative environment that promoted teamwork and met organizational objectives.
  • Customer Issue Resolution: Addressed and resolved customer complaints promptly, ensuring high levels of customer satisfaction by adapting policies to accommodate evolving needs and expectations.
  • Software Troubleshooting Expertise: Identified and resolved software issues, providing technical support and guidance for hardware, software, and application installations to ensure seamless customer experiences.
  • Medicare Navigation Assistance: Guided customers through the Medicare website, delivering critical information on benefits and resources, and supporting them with billing issues and payment plans.
  • Quality Assurance and Testing: Conducted comprehensive analysis of business requirements, developed test plans, and executed manual tests, ensuring high-quality standards for web-based applications.
  • Employee Performance Evaluation: Implemented a structured performance evaluation system, conducting periodic reviews to document and enhance employee performance, aligning with organizational goals.

Timeline

Internal Support Group-Phone Supervisor

Capital Bridge Health Service
06.2023 - Current

Internal Support Advocate-Team Lead

Maximus Federal Services
05.2021 - 06.2023

Medicare Customer Service Representative

Maximus Federal Services
01.2017 - 05.2021

Quality Assurance Analyst

Community Connections, LLC
03.2008 - 01.2017

High School Diploma -

West Marion High School

Some College (No Degree) - Business Administration and Management

Southern New Hampshire University

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Angela Peters