Angie Wilson
Plantation,FL
Summary
Accomplished Claims Resolution Specialist with a proven track record at LIBERTY Dental Plan, showcasing expertise in claims investigation and exceptional customer relations. Elevated client trust through meticulous documentation and critical thinking, surpassing performance metrics. Demonstrated leadership in team settings, fostering professional growth and enhancing service delivery without exceeding a 55-word limit.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Claims Resolution Specialist
LIBERTY Dental Plan
04.2023 - Current
- Handled complex cases with multiple parties involved, effectively managing priorities and deadlines to ensure timely resolutions.
- Contributed to team success by consistently meeting or exceeding individual performance metrics for claim resolution.
- Increased accuracy in claims assessment through meticulous record-keeping and organized documentation.
- Developed strong relationships with clients and stakeholders through consistent professionalism and clear communication.
- Reduced claim resolution times with thorough investigation and effective communication among involved parties.
- Provided exceptional customer service throughout the resolution process, fostering client trust and loyalty.
- Collected information about rejected claims and developed effective solutions.
- Utilized advanced analytical skills to identify inconsistencies or discrepancies in claims documentation.
Member Services Supervisor
Call Center Systems
05.2019 - 04.2023
- Maintained accurate records of all member interactions, ensuring compliance with privacy regulations and enabling better tracking of concerns or complaints.
- Provided exceptional customer service by promptly addressing inquiries and resolving issues related to memberships.
- Managed a team of staff members, providing coaching and professional development opportunities, resulting in overall improvement in performance metrics.
- Developed incentives programs aimed at motivating staff members to maintain high standards in their daily tasks while also encouraging innovation within the team.
- Interacted well with customers to build connections and nurture relationships.
- Trained and guided team members to maintain high productivity and performance metrics.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
Customer Service Representative
Alorica
03.2018 - 05.2019
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
Customer Service Representative
Global Response
03.2017 - 02.2019
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Education
Certificate - Patient Care Technician
Florida Technical College
Lauderdale Lakes, FL05.2017
High School Diploma -
Miami Northwestern Sr High School
Miami, FL06.1998
Skills
- Claims Investigation
- Customer Relations
- Documentation skills
- Policy Knowledge
- Critical Thinking
- Computer Skills
- Customer service and support
- Team Leadership
- Active Listening
- Claims
Certification
0620-Adjuster-All Lines
License Number : G119331
Timeline
Claims Resolution Specialist
LIBERTY Dental Plan
04.2023 - Current
Member Services Supervisor
Call Center Systems
05.2019 - 04.2023
Customer Service Representative
Alorica
03.2018 - 05.2019
Customer Service Representative
Global Response
03.2017 - 02.2019
Certificate - Patient Care Technician
Florida Technical College
High School Diploma -
Miami Northwestern Sr High School
0620-Adjuster-All Lines
License Number : G119331
Similar Profiles
Erica RosasErica Rosas
Customer Service Representative at LIBERTY Dental PlanCustomer Service Representative at LIBERTY Dental Plan
Rachel ArellanoRachel Arellano
Team Lead at LIBERTY Dental PlanTeam Lead at LIBERTY Dental Plan
Monica CherryMonica Cherry
Member Service Supervisor at LIBERTY Dental PlanMember Service Supervisor at LIBERTY Dental Plan