Angelyn Cannon

Promote a superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly. Manage a high call volume during peak hours, prioritizing urgent cases while maintaining attention to detail. Collaborate with cross-functional teams to address complex customer issues and improve overall experience. Assist members with account/coverage updates and processing refill requests.

Contact claimants to gather necessary information and documentation. Provide account information, claims procedure guidance and additional resources to support policyholders throughout the claims process. Competent in SV2 and Genesys. Demonstrate empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.

Oversaw 35-40 new accounts daily for 50 states and 40 providers while exceeding all required KPI's .Yielded a revenue of $400k every quarter. Maintained clients data in Salesforce including execution of DocuSign for account approval. Accomplished promotion to Sr. Coordinator within 6 months and functioned as a SME for all new hires and Concierges. Coordinated over 1,000 accounts per month to include service appointments between clients and technicians. Provided ongoing support to clients through follow-up calls or emails after service appointments.

• Trained 10 new team members on company policies, procedures, and software.

Delegated tasks to 15-25 outbound personnel and evaluated performance and task completion driving profit growth by 35%. Assessed schedules, waybills and shipping records to coordinate cargo loading and unloading for $1.2 million shipments with %100 accuracy. Attained Lean Six Sigma certificate. Implemented restructuring of Outbound dock to increase proficiency and productivity allowing for a 50% reduction in load times. Implemented cost-reduction initiatives in the warehouse, such as consolidating shipments and optimizing loading procedures, resulting in reduced operational expenses.

Created effective schedules for over 30 employees, while maintaining inventory records and preparing requisitions for procurement of supplies. Navigated project management tools to track progress against targets and make adjustments as needed with 98% accuracy. Compiled and recorded production data from customer orders and work tickets, generating metrics to report productivity for auditors and leadership.

Instructed 75 students per semester in advanced coursework and developed curriculum and course materials for undergraduate courses. Assessed student performance through assignments, examinations, and presentations and provided constructive feedback to students to improve their academic skills.

Led a team of 4 data analysts and 2 software developers in conjunction with vendors to complete a data repository, COBIE. Spearheaded regular audits of benefit and vendor data to maintain accuracy and compliance with federal and corporate regulations. Managed 15 employees and served as a liaison between the Internal Operation and Technical teams. Recovered $10 million in Medicare/Medicaid claim discrepancies.

Produced 13 training documents for a suite of medical applications by conducting interviews with subject matter experts. Completed user acceptance testing of applications to verify accuracy of documents. Reduced customer support inquiries by 15% by producing easy-to-understand troubleshooting guides and FAQs for end users.

Fulfilled subrogation claims by gathering necessary evidence and assessed the validity of claims and related coverage with careful review of supporting documentation. Managed subrogation claims for Medicare/Medicaid for 5 casualty states and over 60 cases daily yielding over $700k in revenue.

Directed clients in navigating complex systems to aid in case coordination for 5 states and Tricare West beneficiaries. Facilitated meetings for 14 associates. Conducted thorough assessments of clients'' situations, identifying issues, goals, and necessary interventions to include benefits and claims.

Directed 20 employees; providing feedback on performance and setting goals for improvement. Mitigated and resolved issues by analyzing and implementing appropriate solutions. Coordinated 6 provider accounts by relationship building with brokers/agents increasing vendor satisfaction by 30%.