Angelitta Burns
Chicago,IL
Summary
Flexible Customer Service Representative offering 10 years of success in resolving customer concerns and inquiries. Versed in accurately documenting call details and preparing reports. Committed to providing helpful answers and relevant information to retain clients.
Overview
16
16
years of professional experience
Work History
Case Manager
Imani Village
Chicago, IL
11.2022 - Current
- Provided case management services including intake, assessment, crisis intervention, advocacy, referral and monitoring of families.
- Maintained logs and electronic client records following department and agency policies for effective monitoring.
- Assisted individuals with eligibility for available benefits.
- Participated in regular team meetings and in-house training sessions to boost group effectiveness.
- Provided direct service and support by handling referrals for advocacy issues or resolving complaints.
- Spoke to community groups to explain and interpret purposes, programs and policies.
Certified Home Care Aide
Healthcare Plus
Chicago, IL
04.2018 - Current
- Used strong communication skills to effectively speak to and liaise with potential clients and develop business relationships.
- Maintained clean and well-organized environment for client happiness and safety.
- Cared for patients by assisting with personal hygiene tasks and completing basic household chores.
- Improved patient outlook and daily living through compassionate care.
- Followed HIPAA regulations to maintain confidentiality of sensitive patient information.
- Helped clients stay happy and healthy by providing mental and emotional support.
- Accompanied clients to doctors' offices and on other trips outside home, providing transportation, assistance and companionship.
- Developed strong and trusting rapport with patients to facilitate smooth, quality care.
- Assisted clients with bathing, dressing and incontinence care.
Telephone Customer Service Representative
Chicago Lighthouse for the Blind
Chicago, IL
08.2015 - 10.2019
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Maintained strong call control and quickly worked through scripts to address problems.
- Updated customer accounts, addresses and contact information within call management databases.
- Collected deposits or payments and arranged for billing.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
Medical Transportation Driver
Jay Transportation
Chicago, IL
08.2008 - 01.2012
- Responded to dispatch calls promptly.
- Operated ambulance during emergency and normal conditions to transport patients to hospitals or healthcare facilities.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Understood and followed oral and written directions.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Replaced supplies and disposable items to maintain inventory after each run.
Customer Service Representative
Teleperformance USA
Oakbrook Terrace, IL
07.2007 - 01.2011
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Set up and activated customer accounts.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Made outbound calls to obtain account information.
Education
Certification - Medical Billing And Coding
Computer Systems Institute
Skokie, IL05.2015
High School Diploma -
Calumet High School
Chicago, IL06.2001
Skills
- Call Center Operations
- Membership Renewals
- Account Management
- Data Entry and Maintenance
- Call Documentation
- Courteous with Strong Service Mindset
- Responding to Difficult Customers
- Transaction Processing
- Needs Assessment
- Data Entry
- Customer Service
- Multitasking and Prioritization
- Calm and Professional Under Pressure
- Understanding Customer Needs
- Payment Processing
- Call Volume and Quality Metrics
- Microsoft Office
- Multi-Line Phone Systems
- Patient and Empathetic
- MS Office
Timeline
Case Manager
Imani Village
11.2022 - Current
Certified Home Care Aide
Healthcare Plus
04.2018 - Current
Telephone Customer Service Representative
Chicago Lighthouse for the Blind
08.2015 - 10.2019
Medical Transportation Driver
Jay Transportation
08.2008 - 01.2012
Customer Service Representative
Teleperformance USA
07.2007 - 01.2011
Certification - Medical Billing And Coding
Computer Systems Institute
High School Diploma -
Calumet High School