Summary
Overview
Work History
Education
Skills
Timeline
Generic

ANGELA QUEIPO

Customer Care Representative
MIAMI,FL

Summary

Experienced Customer Care Representative versed in customer support protocols for Medicare Advantage Plans. Brings extensive high-call volume experience working with health plan members. Superior computer skills and telephone etiquette with 3 + years of exceptional customer service, conflict mediation and communication skills to address diverse needs of elderly or special needs members. Smoothly mitigate customer conflicts through calm, level-headed strategies. Responsive and resilient team player with adaptable and resourceful mindset.

Overview

3
3
years of professional experience

Work History

CUSTOMER CARE REPRESENTATIVE I

HEALTHSUN HEALTH PLANS / ANTHEM
Miami, FL
09.2021 - Current
  • Handled average of 40 calls daily with positive attitude and focus on customer satisfaction; Timely answering incoming calls from members in Member Services and Grocery Queue while maintaining below 2 minutes hold time.
  • Responded to customer needs through competent customer service and prompt problem-solving while de-escalating member dissatisfaction by employing timely and on-point solutions.
  • Assisted members with Medical Bills, Organization Determinations, Grievances and Appeals both standard and expedited as per members health needs while allocating calls to their respective departments such as Part D Pharmacy and OTC queue's.
  • Logged call information and solutions provided into internal database.
  • Trained new employees on best practices and customer care procedures to eliminate inefficiencies.
  • Navigated multiple computer systems and applications to find information.

CUSTOMER SERVICE REPRESENTATIVE

UNITED HEALTH CARE
Cutler Bay, FL
11.2019 - 03.2020
  • Answered constant flow of member calls with minimal wait times, assisting with questions regarding their Medicare Advantage Plan benefits and coverage.
  • Managed over 30 member calls per day while adhering to phone handling guidelines.
  • Clarified customer issues and determined root cause of problems to resolve complaints while paying attention to members special needs or wants.
  • De-escalated situations where customers were not satisfied with their plan or processes in place.
  • Updated account information to maintain customer records.

CUSTOMER SERVICE REPRESENTATIVE

MedEnvios
Doral, FL
01.2017 - 07.2018
  • Assisted Medicare patients in enrolling them in Diabetic health care subscription programs for members with qualifying health conditions.
  • Promptly handled over 50 inbound and outbound customer telephone calls daily basis to avoid on-hold wait times.
  • Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions regarding Diabetic supplies.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

Peer Specialist

Federation Of Families
Miami Gardens, FL
01.2015 - 12.2015
  • Performed home visits on weekly basis to adults 18-21 years of age who undergo struggles with mental health, substance abuse, or legal troubles.
  • Communicated with individuals' family members, offering information and insight into support services available at community level.
  • Completed patient assessments, progress notes and updated medical record files on each patient while attending meetings regarding patients' health.
  • Demonstrated extensive knowledge of recovery and wellness principles and shared this information with others struggling during recovery of mental health or substance abuse.
  • Attended classes and seminars to enhance knowledge of HIPAA laws, Healthcare laws, and mental health diagnoses.

Education

Associate of Arts -

Miami Dade College
Miami, FL
05.2026

HIGH SCHOOL DIPLOMA -

Doral Academy Charter High School
Doral, FL
06.2014

Skills

  • Bilingual in English and Spanish
  • Experienced in Healthcare field
  • Team-Oriented and Cooperative
  • Calm and Professional Under Pressure
  • Issue and Complaint Resolution
  • Upbeat and Positive Personality
  • Conflict Mediation
  • Courteous with Strong Service Mindset
  • Patient and Empathetic

Timeline

CUSTOMER CARE REPRESENTATIVE I

HEALTHSUN HEALTH PLANS / ANTHEM
09.2021 - Current

CUSTOMER SERVICE REPRESENTATIVE

UNITED HEALTH CARE
11.2019 - 03.2020

CUSTOMER SERVICE REPRESENTATIVE

MedEnvios
01.2017 - 07.2018

Peer Specialist

Federation Of Families
01.2015 - 12.2015

Associate of Arts -

Miami Dade College

HIGH SCHOOL DIPLOMA -

Doral Academy Charter High School

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ANGELA QUEIPOCustomer Care Representative