ANGELA WYCOFF
KANEOHE,HI
Summary
Visionary Client Services Manager known for having great project oversight skills and employee education. Along with 11 years of customer service based experience and working in fast paced environments. Gifted at working with clients, peers and other stakeholders. Looking for a new position with an organization in the healthcare field.
Overview
6
6
years of professional experience
Work History
Client Services Manager
Bayada Home Health Care
Honolulu, HI
08.2022 - 12.2023
- Directed and motivated staff by reviewing work and providing constructive feedback.
- Maintained client relationships by partnering with internal teams to understand client goals and objectives.
- Assessed monthly reports to review client activity and identify opportunities.
- Maintained relationships with referral sources (i.e., hospitals, skilled nursing facilities, primary care physicians, etc.) to help provide quality care to clients.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Responded to patient calls quickly and expedited appropriate follow-through during on-call shifts.
- Maintained records management system to process personnel information and produce reports.
- Communicated with patients and clinicians to convey important information and facilitate smooth client-centered operations.
- Thoroughly reviewed referrals head-to-toe including preemptive insurance eligibility checks to insure clients' insurance payor were home health covering payors.
Electronic Services Specialist
Pearl Hawaii Federal Credit Union
Waipahu, HI
12.2020 - 07.2022
- Adhered to regulatory and company security and audit procedures.
- Communicated with members and company personnel, utilizing active listening and interpersonal skills.
- Juggled multiple projects and tasks to ensure high quality and timely delivery.
- Worked closely with colleagues to deliver project/task requirements, develop solutions and meet deadlines.
- In-took both fraud and non-fraud debit card disputes by prepping initial paperwork for members' statements and then filing paperwork with proper fraud processing departments.
- Advised debtors on payment options and set up payment plans for negative checking and/or savings accounts before resorting to reporting account(s) to collections agencies.
- Applied effective questioning techniques to clarify why debtors are delinquent.
- Handled, researched and settled disputes weekly with multiple problem solving techniques.
- Sustained composure and professionalism to provide exceptional service on calls, especially during interactions with difficult individuals/situations.
Senior Member Services Specialist
Pearl Hawaii Federal Credit Union
Waipahu, HI
09.2019 - 12.2020
- Managed continuous delivery of top quality membership support.
- Handled client inquiries with exceptional professionalism and enthusiasm.
- Adhered to strict guidelines regarding financial and customer data to avoid breaches and information misuse.
- Helped customers open and close accounts, apply for loans and make sound financial decisions.
- Served large number of members during high volume business hours and remained composed and professional in stressful situations.
- Trained on-site new Member Service Specialists. Ensuring they felt confident and equipped in navigating day-to-day operations of the branch and members independently and as a team.
- Cross-trained in different internal databases and service positions to help team members meet coverage demands.
Member Service Specialist
Pearl Hawaii Federal Credit Union
Waipahu, HI
05.2018 - 09.2019
- Maintained confidentiality of credit union records and client information.
- Adhered to financial services security and audit procedures.
- Identified and reported suspicious behavior to compliance personnel as appropriate.
- Directed specific questions to appropriate branch personnel.
- Opened new checking, savings and lines of credit for customer accounts.
- Handled cash transactions, balanced cash drawers, performed loan payments and issued cashier's checks.
- Cashed customer checks, verified identification and checked account balances in accordance with bank policy.
Education
Bachelor of Science - Health Science
Hawaii Pacific University
Honolulu, HI05-2016
Skills
- Proficient in Microsoft Office software
- Interpersonal Relations
- Teamwork and Collaboration
- Effective Communication
- Highly trainable with swift adaptation
- Multitasking
- Client Relationships
- Project Oversight
- Employee Development
- Client Rapport
- Account Management
Timeline
Client Services Manager
Bayada Home Health Care
08.2022 - 12.2023
Electronic Services Specialist
Pearl Hawaii Federal Credit Union
12.2020 - 07.2022
Senior Member Services Specialist
Pearl Hawaii Federal Credit Union
09.2019 - 12.2020
Member Service Specialist
Pearl Hawaii Federal Credit Union
05.2018 - 09.2019
Bachelor of Science - Health Science
Hawaii Pacific University
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