Angela Thorne

Collaborated with fellow CSR-3s to design and implement monthly contests for customer service representatives.

Keep a Teams page updated with changes or updates on a daily bases.

Perform any tasks assigned by Management.

Keeping and tracking my teams metrics and doing coaching's and small groups to assist them in meeting or exceeding expectations.

Helped with the running of Nesting for the training of our new Customer Service Representatives.

Assist Customer Service Representatives with calls to help with questions and concerns for the Beneficiaries . Supporting anything they need help with on and off calls.

• Assisted customers in navigating digital platforms for service access and information retrieval.

Assist Customer service Representatives to get into their system's by using Troubleshooting ideas and having them call IT or do a system restarts.

Work closely with my Supervisor to report any concerns or issues in a timely manner and developing a plan of action as applicable.

Take escalated calls from Beneficiaries that may have concerns or complaints and follow established procedures to assist them in finding resolutions by using tone, inflection, and choice of words to deescalate the caller.

Make sure that all forms and data is filled out correctly and in a timely manner.

• Handle inbound calls from beneficiaries concerning eligibility, enrollment or answering questions about health care plans and related services.
• Complete Medicaid and Medicaid/Medicare health plan enrollments and disenrollments.
• Mail requested information and forms to members.
• Assist the training team with new employees by mentoring and being a expert.
• Maintain HIPPA compliance when dealing with beneficiaries.
• Assist with inbound calls for the Michigan Medigap Subsidy help line.

• Assisted Students on and off of buses.
• Assisted students in getting breakfast and lunch daily.
• Assisted Students in daily routines
• Assisted Special Education Teacher in implementing curriculum for our students
• Assisted Students in General Education Classrooms with behaviors as well as academics
• Help students calm themselves with calming techniques
• CPR/First Aid and AED certified
• CPI verified

• Answer multi-line phones, take cash, credit card or check payments from customers, balance the cash drawer at the end of every shift, accounts receivable, performed other office duties such as working with 10-key calculator.