Summary
Overview
Education
Work History
Skills
Certification
Training
Work Availability
Work Preference
Timeline
Generic

Anjalena Ransom

Newport News,VA

Summary

Dynamic customer service professional with extensive experience at Maximus, excelling in data entry and conflict resolution. Proven ability to enhance client satisfaction through active listening and effective problem-solving. Skilled in processing applications and managing escalations, ensuring compliance with HIPAA and Medicaid regulations while maintaining a professional demeanor in high-pressure environments.

Overview

12
12
years of professional experience
1
1
Certification

Education

GED -

Judson High School
Converse, TX
01-1995

Work History

Counselor - Enroll/ELIG

Maximus
01.2022 - Current
  • Accessed, read, and processed approximately 10 cases per day using client applications/documents.
  • Performed accurately all data entry functions to reflect customer's application/documents.
  • Processed applications and other required documents for eligibility requirements.
  • Ran mandatory Interfaces for accurate client information.
  • Updated client cases per documents received or Interfaces ran.
  • Determined Eligibility for Health Care.
  • Requested more information unable to verify if needed from client.
  • Followed proper protocol for Escalations.
  • Attended all required Team Meetings and One on One with Supervisor.
  • Completed all required Training/Certifications for Maximus and Project.

CSR 1/2/3 - Call Center

Maximus
05.2020 - 01.2022
  • Responded to customer phone inquiries in a prompt, courteous and concise manner.
  • Provided callers with unbiased information to assist customers with application and eligibility requirements.
  • Assisted customers in the enrollment process for Health Care.
  • Performed accurately all data entry functions to reflect customer activity/transactions.
  • Accessed, read, and interpreted customer and provider data elements within customer’s application.
  • Answered customer questions and assisted in problem solving resolution.
  • Documented all customer encounters in clear and concise logs.
  • Followed company policy for Escalations.
  • Completed all training/certification requirements.

CSR

The Panther Group - Maximus
02.2019 - 05.2020
  • Responded to approximately 20-30 incoming customer phone inquiries per day in a prompt, courteous and concise manner.
  • Provided callers with unbiased information to assist customers with application and eligibility requirements.
  • Assisted customers in the enrollment process for Health Care.
  • Performed accurately all data entry functions to reflect customer activity/transactions.
  • Accessed, read, and interpreted customer and provider data elements within customer’s application.
  • Resolved customer inquiries through effective communication and problem-solving skills.
  • Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
  • Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing inquiries and resolving issues efficiently.
  • Upheld strict adherence to company policies and procedures while providing exceptional service experiences for each client interaction.
  • Assisted customers with account set-up, enabling smooth transitions into using the company's products or services.
  • Improved customer retention rates with exceptional product knowledge and personalized service recommendations.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Responded proactively and positively to rapid change.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Maintained up-to-date knowledge of product and service changes.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Answered customer questions and assisted in problem solving resolution.
  • Documented all customer encounters in clear and concise logs.
  • Followed company policy for Escalations.
  • Completed all training/certification requirements.

Hampton Advisor

IBEX Global
04.2018 - 02.2019
  • Answered approximately 20-30 incoming calls from customers.
  • Troubleshooted all IOS Apple products.
  • Set up and scheduled repairs as needed.
  • Answered questions and concerns customers had and educated customers on Apple products.
  • Kept up to date knowledge on Apple products and advised customers.
  • Upsold new released Apple products.
  • Worked in a fast paced call center environment with professional and timely responses.
  • Showed sympathy and de-escalated issues.
  • Escalated calls as needed.
  • Adhered to all work related protocols.
  • Completed all required training.

Server/QA

Chili's Bar and Grill
11.2013 - 03.2018
  • Delivered exceptional customer service, enhancing guest satisfaction and fostering repeat business.
  • Collaborated with kitchen staff/servers to ensure timely and accurate order fulfillment.
  • Prioritized tickets for meals to be delivered in a timely manner.
  • Inspected food for order accuracy before delivery to customer.
  • Advised line cooks of immediate re-fires for inaccurate orders or orders sent back by customer.
  • Assisted servers/food runners with delivering orders in a timely manner to customers.
  • Performed opening and closing duties, ensuring the dining area was prepared for seamless service transitions.
  • Trained new servers on menu knowledge and service standards, improving team efficiency.
  • Addressed customer complaints or concerns professionally, ensuring swift resolution and maintaining positive relationships.
  • Demonstrated strong multitasking skills by managing 4-8 tables simultaneously without compromising service quality.
  • Maintained thorough menu knowledge to sufficiently answer questions regarding menu item sourcing, ingredients and cooking methods. Explained menu items and suggested appropriate options for food allergy concerns. Ensured customer satisfaction with detailed attention to special dietary needs and preferences.
  • Served food and beverages promptly with focused attention to customer needs.
  • Learned and followed local alcohol laws to keep restaurant compliant with regulations.
  • Worked with POS system to place orders, manage bills, and handle complimentary items. Printed dining checks with total due, collected payment and offered receipts to complete transactions.
  • Facilitated team-oriented atmosphere, assisting coworkers during peak hours, fostering a collaborative work environment that enhanced overall productivity levels.
  • Provided attentive service during high-volume periods without sacrificing attention to detail or guest rapport
  • Enhanced customer satisfaction by promptly attending to their needs and providing personalized service.
  • Developed strong rapport with regular customers through genuine hospitality efforts leading to repeat business. Boosted repeat customer rates, remembered regular guests' preferences and greeted them by name.
  • Bussed and reset tables to keep dining room and work areas clean. Maintained cleanliness and organization of dining area, creating a welcoming environment for guests.
  • Followed health and safety protocols crucial for maintaining safe and sanitary environments for customers and staff.
  • Increased sales with upselling techniques and thorough knowledge of menu items, specials, and promotions.
  • Strategically timed check-ins with customers to take orders and confirm satisfaction with meals after delivery, taking action to correct any problems.
  • Inspected dishes and utensils for cleanliness.
  • Conducted regular inventory checks to support efficient stock management and reduce waste.
  • Maintained high standards of personal appearance and hygiene, reflecting positively on establishment.

Skills

  • Customer service/Call center experience

  • Data entry/collection

  • Documentation processing

  • Multitasking

  • Active listening

  • Critical thinking

  • Time Management

  • Product knowledge/education

  • Escalation management

  • HIPAA

  • Medicaid

  • Microsoft Outlook, Word, Power Point, Excel, Teams

Certification

  • DCO Semiannual Certification
  • MSP Policy Certification
  • AABD Policy Certification
  • Family Medicaid Policy Certification
  • MAGI Policy Certification

Training

Annual Global Ethics & Compliance Training: US Individual Contributors 

Customer Service Essentials Training

Customer Obsession Training

Growth Mindset Training 

Customer Focus Training 

Finance & Budgeting Skills Training 

ISO DGS Data Accountability Training 

SOA Annual ISO Training 

SOA SharePoint Navigation Training 

SOA Privacy Training 



Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference

Work Type

Full Time

Work Location

Remote

Important To Me

Career advancementWork-life balanceWork from home optionCompany Culture

Timeline

Counselor - Enroll/ELIG

Maximus
01.2022 - Current

CSR 1/2/3 - Call Center

Maximus
05.2020 - 01.2022

CSR

The Panther Group - Maximus
02.2019 - 05.2020

Hampton Advisor

IBEX Global
04.2018 - 02.2019

Server/QA

Chili's Bar and Grill
11.2013 - 03.2018

GED -

Judson High School

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