ANGELIKA D. PETERSON
Brooklyn,NY
Summary
Customer service specialist with 10+ years of experience handling high-volume phone support, dispatch scheduling, and case management for government and commercial service programs. Skilled in scheduling appointments, researching service disputes, entering and correcting case data, and routing jobs to appropriate departments. Known for strong accuracy, professional phone etiquette, proactive outreach, and resolving concerns on the first interaction. Proficient in Microsoft Excel, Outlook, Word, CRM platforms, and multi-system record navigation.
Overview
13
13
years of professional experience
Work History
Complaints & Inquiry Clerk / Consumer Affairs Analyst
USPS
01.2019 - Current
- Receive high-volume inbound and outbound phone inquiries from residential and commercial customers; provide status updates and first-call case resolution.
- Research service issues in multiple systems (ECC, SPLU, TACS, CRM), enter and modify case data, and verify addresses and documentation before closing cases.
- Create, modify, and close service tickets; perform data corrections including inaccurate addresses, duplicate cases, scheduling changes, and case cancellations.
- Coordinate scheduling and routing of work to stations, supervisors, and transportation units.
- Investigate billing-related complaints (including fees from service failures) and document findings for resolution.
- Maintain compliance with federal regulatory standards and ensure accurate digital recordkeeping.
Provider Relations & Data Entry Specialist
Fidelis Care (Centene)
11.2019 - 09.2020
- Processed data updates in Salesforce CRM for provider accounts, including record corrections, authorizations, and service location changes.
- Conducted outreach calls to correct record errors and verify information before claims or appointments could proceed.
- Communicated with multiple departments to reconcile discrepancies and resolve issues aligned with compliance standards.
- Attached supporting documentation to records, routed submissions, and tracked correction status to completion.
Patient Access Liaison & Data Entry Clerk
New York Presbyterian Hospital
01.2013 - 09.2019
- Scheduled appointments, verified insurance authorization, and ensured mandatory pre-appointment requirements were completed.
- Entered and updated records in electronic systems, verified accuracy, and resolved discrepancies with billing/eligibility documentation.
- Coordinated with multiple departments to resolve errors that could cause rescheduling or service delays.
Dispatcher / Administrative Assistant / General Clerk
USPS
11.2013 - 01.2019
- Scheduled and tracked repair and maintenance dispatches for vehicle service technicians across multiple stations and facilities.
- Routed jobs and inspection work to planners and supervisors using RADAR and TACS systems.
- Performed ticket corrections (address changes, new ticket creation, cancellations, duplicates) to ensure compliance and location accuracy before work could proceed.
- Conducted daily calls and email follow-ups with internal departments, updating records with clear notes and documentation.
- Verified site access requirements and ensured all scheduling was correct prior to dispatch to avoid fines, delays, or repeat service visits.
Education
High School Diploma -
Paul Robeson High School For Business & Technology
New York, NY06.2009
High School Diploma -
Borough of Manhattan Community College (BMCC)
NEW YORK06.2009
Skills
- Resolves complex customer issues with professionalism and care
- Handles high-volume calls and escalations using strong de-escalation skills
- Prepares accurate documentation, reports, and professional correspondence
- Performs precise timekeeping, scheduling, and record management
- Uses Microsoft Office (Word, Excel, Outlook) to create reports, track data, and communicate effectively
- Communicates policies clearly to customers and staff across departments
- Maintains organized logs, data entry, invoices, supplies, and case tracking
- Coordinates with multiple departments to ensure fast, accurate solutions
- Delivers confidential, efficient, high-quality service in fast-paced environments
Timeline
Provider Relations & Data Entry Specialist
Fidelis Care (Centene)
11.2019 - 09.2020
Complaints & Inquiry Clerk / Consumer Affairs Analyst
USPS
01.2019 - Current
Dispatcher / Administrative Assistant / General Clerk
USPS
11.2013 - 01.2019
Patient Access Liaison & Data Entry Clerk
New York Presbyterian Hospital
01.2013 - 09.2019
High School Diploma -
Paul Robeson High School For Business & Technology
High School Diploma -
Borough of Manhattan Community College (BMCC)