I love gardening, music, and photography I love spending time with my family and going on trips
ANGELLA AUCKERMAN
Springfield
Summary
Personable and dedicated Customer Service Representative with extensive experience in the medical industry, recognized for the ability to establish rapport with clients. A positive and upbeat attitude complements a proven track record in maintaining high levels of customer satisfaction and contributing to overall company success. Articulate and enthusiastic, demonstrating a results-oriented approach while fostering strong relationships within a team environment. Committed to delivering exceptional service and enhancing the customer experience through effective communication and collaboration.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Customer Service Representative
UnitedHealth Group
05.2022 - 12.2024
- Consulted with customers to resolve service and billing issues.
- Made outbound calls to obtain account information.
- Escalated unresolved issues requiring further investigation or specialized expertise.
- Evaluated and identified opportunities to drive process improvements that positively impacted customer experience.
- Increased customer satisfaction ratings [Number]% by effectively answering questions, suggesting effective solutions and resolving issues quickly.
- Interacted with customers to provide and process information in response to inquiries, concerns and requests about services and products.
- Promptly responded to customer inquiries and resolved complaints to promote loyalty.
- Maintained high satisfaction score by consistently resolving first-call issues.
- Resolved complex discrepancies in policyholder files to facilitate accurate claim processing.
- Coordinated and planned investigations of claims to confirm compensability and coverage.
Paraprofessional
Springfield City Schools
08.2021 - 03.2022
- Delivered personalized educational, behavioral, and emotional support as a one on one paraprofessional for a student with extra needs, to enable positive learning outcomes.
- Prepared instruction materials, constructed bulletin boards, and set up work areas.
- Monitored students on field trips.
- Kept classrooms clean, neat, and properly sanitized for student health and classroom efficiency.
- Oversaw students in classroom and common areas to monitor, enforce rules, and support lead teacher.
Education
Medical Assisting - Medical
Ohio Institute of Photography And Technology
Dayton, Ohio08.2003
Nursing LPN
Ohio Institute Of Allied Health
Huber Heights, OH01-2026
No Degree - Nurse Aide
Clark State Community College
Springfield, Ohio, OH04-1994
Skills
- Scheduling
- Data Entry
- Inbound and Outbound Calling
- Account Updating
- Complaint Resolution
- Appointment Scheduling
- Data Collection
- Product Education
- Medical Terminology Knowledge
- IV Certified
- Microsoft Excel
- Microsoft Office Suite
- Active Listening
- Adaptive Team Player
- Typing Proficiency
- Customer Relations
- Documentation
- Research
- Problem-Solving Abilities
- Microsoft Outlook
- Call Center Operations
- Computer Proficiency
- Prioritization
- Positive and Professional
- Professional Telephone Demeanor
- Problem Resolution
- Customer Service
- Critical Thinking
- Medical Terminology
- Patient Scheduling
- HIPAA Compliance
- Understands Medical Procedures
- Venipuncture and Phlebotomy
- Patient-Focused Care
- Medical Billing
- Procedure Assistance
- Phlebotomy
- Patient Feeding
- Direct Patient Care
- Compassionate
- Patient Assessments
- Clinical vital sign assessment
- Human Anatomy and Physiology
- IV Certified
- CPR Certified
- Health assessments
Accomplishments
Graduated with a 3.6 GPA from Ohio Institute Of Allied Health as an LPN.
Certification
- M&R Foundation
- M&R Practitioner
- IV
- CPR
Interests
Timeline
Customer Service Representative
UnitedHealth Group
05.2022 - 12.2024
Paraprofessional
Springfield City Schools
08.2021 - 03.2022
Medical Assisting - Medical
Ohio Institute of Photography And Technology
Nursing LPN
Ohio Institute Of Allied Health
No Degree - Nurse Aide
Clark State Community College