ANGELA THURBER
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
23
23
years of professional experience
Work History
Food and Nutrition Eligibility Caseworker
Wake County Human Services
Raleigh, NC
07.2024 - Current
- Coordinated intake interviews to gather necessary client information and documentation.
- Ensured compliance with regulatory requirements and policies through thorough review of case files.
- Maintained accurate records in case management systems for tracking purposes.
- Guided clients on application processes and available resources to facilitate access to benefits.
- Reviewed documents such as pay stubs, tax returns, birth certificates, and other records to ensure compliance with program requirements.
- Determined client eligibility for benefits based on state and federal guidelines.
- Responded promptly and professionally to inquiries from clients concerning their cases via phone or email communications.
Warranty Support Coordinator
Carrier Enterprise
05.2018 - 03.2024
- Follow up promptly on all customer requests for information regarding warranty eligibility, and claims lifecycle.
- Proactively communicate with customers about any expected delays or issues with their claims.
- Interacted daily with customers, ensuring friendly, courteous, and professional service.
- Communicating with customers through various channels included but not limited to, email, chat, and phone.
- Researching, navigating, and independently or collaboratively working with the right resource to locate answers to resolve customer requests, claims, issues, or complaints.
- Documented customer interactions, transactions, comments, and complaints using digital tools to maintain accurate records.
- Coordinated with colleagues to address customer needs and enhance satisfaction.
- Provided post-sales support to Internal and External customers.
- Job responsibilities included Order entry and engaging in order/project management for Commercial Sales.
- Track shipments and logistics to customer job sites on the sale of commercial equipment.
- Interfacing with other departments, the manufacturer as well as the customer on outstanding orders to ensure accurate processing of open PO orders based on commercial project timelines.
Billing and Benefits Rep
Conduent
11.2017 - 04.2018
- Acted as primary contact for eligibility and third-party billing inquiries, facilitating timely resolutions.
- Processed premium payments accurately and efficiently.
- Reconciled billing and pharmacy data to ensure accuracy and consistency.
- Verifying information with members.
- Addressed member inquiries on benefits and coverage details to enhance understanding and satisfaction.
Office Manager
Peoples 1st Choice
03.2016 - 04.2017
- Office manager for bail bonding company.
- Managed receptionist area, greeting visitors and responding to telephone and in-person requests for information to ensure smooth operations.
- Maintained the front desk and reception area in a neat and organized fashion.
- Designed and maintained electronic file systems alongside paper files for efficient document retrieval and organization.
- Organized files and developed spreadsheets while handling reports and correspondence to streamline information management.
- Dispersed incoming mail to correct recipients throughout the office.
- Made copies, sent faxes and handled all incoming and outgoing correspondence.
- Responded to media and public relations inquiries, ensuring timely communication and accurate information.
Retention Specialist
Harbortouch
08.2014 - 03.2016
- Utilized sales tools and techniques to retain consumer memberships, ensuring customer satisfaction and loyalty.
- Addressed consumer needs, demonstrating how continued membership addresses those needs effectively.
- Recorded all customer interactions in the computer system for accurate tracking.
- Followed approved script during calls.
Customer Service Dept. Manager
Lowes Home Improvement
01.2003 - 02.2014
- Lead and manage a team of 15 customer service agents.
- Plan, assign and monitor work tasks for optimum team efficiency.
- Perform quarterly staff performance evaluations.
- Identified and addressed development needs, developed staff training programs and reference manuals to enhance team capability.
- Formulated and implemented customer service policies and procedures based on customer service requirements from surveys, focus groups, and benchmarking best practices.
- Analyzed data to identify strategies for improving service quality and operational productivity.
- Ensure the consistent achievement of customer service levels and standards.
- Resolve escalated customer service issues and develop departmental budget and control costs.
Skills
- Eligibility assessment
- Data reconciliation
- Case documentation
- Client management
- Client engagement
- Effective communication
- Detail orientation
- Organization
- Multitasking
- Time management
- Analytical thinking
- Problem solving
- Conflict resolution
- Organizational skills
Accomplishments
- Researched, calmed and rapidly resolved client conflicts to prevent loss of key accounts.
- Consistently generated additional revenue through skilled sales techniques.
- Skilled multitasker
- Strong problem-solving ability
- Strong initiative
- Greeted customers upon entrance and handled all cash and credit transactions.
- Assisted customers over the phone regarding store operations, product, promotions and orders.
Timeline
Food and Nutrition Eligibility Caseworker
Wake County Human Services
07.2024 - Current
Warranty Support Coordinator
Carrier Enterprise
05.2018 - 03.2024
Billing and Benefits Rep
Conduent
11.2017 - 04.2018
Office Manager
Peoples 1st Choice
03.2016 - 04.2017
Retention Specialist
Harbortouch
08.2014 - 03.2016
Customer Service Dept. Manager
Lowes Home Improvement
01.2003 - 02.2014