Open To Work
ENGJELL (ANGELO) HASA
Hanover Park,IL
Work Preference
Summary
Detail-oriented, customer-focused business professional with thirteen plus years of experience in various financial industries including over two years of experience working in the federal government for the FDIC, mortgage (prime and subprime), banking (sales support, sales, collections, and customer relations), life insurance, and health insurance.
Overview
28
28
years of professional experience
Work History
Full time permanent employee of IlliniCare Health
AETNA BETTER HEALTH OF ILLINOIS AKA ILLINICARE HEALTH
Naperville, IL
02.2020 - 06.2026
- IlliniCare Health subsidiary of Centene Corporation was purchased by CVS Health/Aetna in January, 2020. On December 1, 2020, IlliniCare Health is changing its name to Aetna Better Health of Illinois, 3200 Highland Ave, Downers Grove, IL.
- Customer Service Representative I – Responsibilities
- IlliniCare Health: initial status – full time temporary; current status – full time permanent –Aetna took over – WFH during and after COVID-19 starting sometime in March of 2025 once IL governor made all employees start working from home.
- Member & Provider Services of IlliniCare Health Medicaid and Medicare - works with Illinois Department of Healthcare & Family Services (HFS) and the Centers for Medicare and Medicaid Services (CMS).
- Collaborated with team to provide member services, including assigning new PCPs, locating physicians, checking benefits, connecting members to case managers, and facilitating enrollment services; managed benefits and eligibility checks, requested ID cards, documented other insurance, and updated personal information.
- Documenting all activities through the Customer Relationship Management (CRM) application.
- Supporting providers, confirming benefits and eligibility/pharmacy and status. Assisting providers with claim status and explanation of payments.
- Referred members and providers to other departments.
- Utilized multiple data sources to support decision-making and enhance service delivery. are IlliniCare /Aetna Better Health internal applications programs, internal websites, and external websites such as – NPI Registry and MEDI Home.
- Expanded support to providers across multiple states after Aetna Better Health acquisition, initially covering Aetna Better Health of IL and subsequently adding MI, TX, LA, KS, and OK.
- Once acquired by Aetna Better Health I was assigned as Customer Service Rep – Provider Services.
- Instructed providers on the steps to process address change updates.
- Responsible for showing providers how to do corrected claims, appeals, reconsiderations, and disputes.
- Would submit requests for check tracers.
- Requested copies of void letters, and appeal response letters.
- Verified member and provider eligibility for providers.
- Reviewed provider claims for discrepancies, submitting detailed reviews to ensure fair resolutions for providers disputing claim decisions.
- In addition, would claim and prior authorization status.
- (Medicare-Medicaid (MMAD) joint effort plan between the Illinois Department of Healthcare and Family Services (HFS) and the Centers for Medicare and Medicaid Services (CMS) and subsidiary of Centene Corporation.) IlliniCare Market Place plan name is Ambetter.
Full time permanent employee of IlliniCare Health
ILLINICARE HEALTH
Naperville, IL
04.2019 - 02.2020
- Centene's subsidiary IlliniCare Health provides comprehensive, coordinated healthcare services to improve quality and outcomes for members and offers Illinois health insurance focusing on individuals. I was assigned to Medicare - Wellcare, Medicaid - IL aka - Illinicare, and Marketplace for IL - aka Ambetter Health IL. I assisted with Member services helping members, and Provider services helping providers with claims.
- Performed daily responsibilities to maintain operational efficiency and support team objectives. with accuracy and efficiency, ensuring seamless operations.
- Proposed innovative ideas and solutions, improving team collaboration and achieving better outcomes.
- Collaborated with diverse coworkers to meet goals and resolve product and service-related issues.
Full time temporary placement for IlliniCare Health - HealthCare Administration
ALTASTAFF
Chicago, IL
05.2018 - 04.2019
- Specialized in support for IlliniCare Health, enhancing service delivery.
- Completed day-to-day duties accurately and efficiently.
- Completed day-to-day duties accurately and efficiently.
Staffing for temporary projects
CRYSTAL EQUATION CORPORATION
Schaumburg, IL
02.2018 - 04.2018
- Contracted with VAuto for research project, performing data entry to support accurate record-keeping.
- Collaborated with 4 contractors on 6-week project to verify and update contact list, ensuring data accuracy.
- Verified and updated data such as the position, phone number, and email address for over 15,000 contacts at the dealership.
- Entered verified data into spreadsheet for tracking status of contacts, enhancing project organization.
Staffing for temporary and direct hire
ULTIMATE STAFFING
Downers Grove, IL
09.2017 - 09.2017
- Contractor for KeHE Distributors – Customer Service - Research
- Conducted research to support soda/sweetener tax collection across counties and cities in the US.
- Researched 5000+ drink products to identify sweeteners, added calories, juice content, and 100% juice status.
- Organized research data in Excel for tracking and reporting.
Contractor for AT&T – Customer Support/Call Center
ROSE INTERNATIONAL
Atlanta, GA
02.2017 - 07.2017
- First point of contact for INBOUND Customers for problem solving.
- Supported AT&T State of Illinois government customers by addressing inquiries and resolving issues.
- Managed ticketing system to track customer issues efficiently.
- Facilitated escalation process, resolving complex customer concerns in a timely manner.
- Verified customer status, validated and documented problem.
- Provided updated status for customer on a regular basis.
- Interfaced with internal and external AT&T/Vendor.
- Adhered to SLAs, processes and tools.
- Provided basic troubleshooting routers/circuits.
Server/Sales Person
OLIVE GARDEN
St. Charles, IL
09.2014 - 01.2017
- Delivered genuine hospitality by greeting guests and establishing rapport, enhancing their overall dining experience.
- Guided guests through menus while demonstrating thorough knowledge of the food, beverages and ingredients.
- Took accurate orders and partnered with team members to serve food and beverages that meet or exceed guests' expectations.
- Provided attentive service that ensured guests felt valued and encouraged repeat visits.
- Achieved Service Team Member of the Month award, showcasing commitment to guest satisfaction.
- Served in a Darden family restaurant, providing quality service and dining experiences.
Seasonal Employee in Garden Center Sales/Customer Service
THE HOME DEPOT
Schaumburg, IL
03.2014 - 10.2014
- Assisted customers with sales, special orders, and installation to enhance their purchasing experience.
- Provided expert advice to customers on home improvement solutions, fostering informed decision-making.
- Worked with customers in order to determine their needs and level of expertise.
- Described features and benefits of merchandise.
- Explained project completion steps and recommended necessary products to facilitate customer success.
- Provided fast and friendly service.
- Assisted with other garden center activities and supported the lumber and lighting departments.
R&R Technician CG-07 in Customer Service & Records Management
FDIC FEDERAL DEPOSIT INSURANCE CORPORATION
Schaumburg, IL
05.2010 - 09.2012
- Demonstrated independent thinking and decision-making ability.
- Initiated and completed a project to update and correct thousands of collateral release forms for all fifty states to reflect data pertinent to the FDIC Schaumburg, Illinois, office. In addition to this updated and corrected various other forms and letters used by the Customer Service Department.
- Proposed initiatives to reduce public issues related to closings and liens, enhance eco-friendliness of FDIC locations, and improve website accessibility, presented to FDIC Division of Administration Suggestion program with two pending implementation decisions.
- Corresponded with assuming institutions from past closings to confirm Power of Attorney renewals, successfully assisting in timely renewals before expiration.
- Re-created a more professional version of the Cook County delayed billing form per Cook County specs because the previous version was no longer readable. The form is used on a weekly basis when POAs are delivered for recording at the Cook County Recorder of Deeds.
- Served as one of the leads of the Power of Attorney group which processes power of attorney documents for assuming institutions and other FDIC employees. Completed research and prep work to set up the POA group at the Midwest Temporary Satellite Office (MWTSO). Provided results to our department manager who worked out the accounting details with the county and set up the account for payment.
- Demonstrated ability to work professionally with personnel at all levels of the organization.
- Have been Claims certified since June 2010 – a requirement in order to assist the Claims Department in closings, and post-closing events.
- Created and currently provide the Midwest Temporary Satellite Office's Certificates of Appreciation to be signed by our Associate Director and given to employees that resign or transfer from the MWTSO.
- Participated in the Tech Sharing program, a program that assigns technicians to assist other departments for short term assignments. Assisted RSAM (Loss Share Monitoring) as well as Investigations and the Claims Department.
- Acted as Primary Point of Contact and Person in Charge of outgoing Iron Mountain shipments from the Customer Service Department. Also managed shipping boxes of documents for the Investigation Department. Created the box log/inventory sheet and set up the storage room for Customer Service/Records Management.
- Completed various projects for the Claims Department, ensuring timely support and effective project management.
- Assisted other temporary satellite offices at post-closing events. Assisted the MWTSO Investigations Department at post-closing events both in-office and out-of-office.
- Helped get additional Customer Service employees to become approved notaries. Located the bonding company, and obtained all the necessary information and forms that were needed.
- General working knowledge of records management processes (for creation, storage, modification, and retrieval of records).
- As Functional Manager of Records Management created the inventory lists of the necessary files at closings. Sent the inventory lists to Iron Mountain to be entered into ARMS. Completed the process by shipping the boxes to Iron Mountain for storage for retrieval when needed by accessing ARMS and placing a request for box retrieval. If needed the Word documents in ARMS can be edited and submitted to Iron Mountain for approval and input into the system.
- Customer service and interaction skills are demonstrated while using general knowledge of our various records management systems (i.e. dms and arms).
- Used ARMS and DMS weekly to research and respond to various public requests in a timely manner. These requests included deposit insurance information requests, tax sale questions, and asset related matters.
- Processed various releases (lien, judgment, assignment of insurance, assignment of rents, etc.) and processed various Record Research requests (employment verification, FDIC legal department requests, etc.).
- Had general knowledge of information technology concepts.
- Provided training and assistance to co-workers who need assistance with Microsoft Office and Adobe Acrobat products as well as the Electronic Travel Voucher (ETV) program.
- Input and tracked customer service calls and letters on the FDIC Automated Corporate Tracking System (FACTS). Used Archived Records Management System (ARMS) in order to research and process many requests. ARMS is also the main program used at closings by Records Management. As Functional Manager of Records Management and Records Management support at closings I processed data/inventory into MS Word for storage in ARMS for access by FDIC personnel at later dates and took inventory of the required files before boxing and shipping it to Iron Mountain for storage.
- Other software used for this position were Customer Service Contact System (CSCS), Data Management System (DMS), Communication Capacity Challenge Control (4C), FDIC Bank Find, Customer Service Center – Power of Attorney Tracking System (POA), Securitization Transaction Asset and Certification Database (STAC), and the Claims program -CAS.
- Designed and implemented template receipts for employee records and departmental use.
- For terminated employee files that are transferred to other departments at closings (i.e. Investigations, Claims, etc) and for use at closings for boxes received from Facilities to Records Management when Facilities ships to the office by vehicle under dual control.
- Created the FACTS weekly Tracking Report for the Customer Service manager.
- On a bi-monthly basis completed the Customer Service productivity report and submits it to management.
- Handled sensitive information with the highest degree of integrity.
- Handled Personal Identifiable Information (PII) at closings. Ensured that this information remained secure and intact to protect the integrity of the files.
- Ability to multi-task.
- Completed the work associated with closings while working on the reports needed for management and followed up with customer requests.
- Demonstrated attention to detail with strong written and verbal communications skills. Processed and coordinated paid loan, terminated employee, signature card, and various other files when required into inventory in ARMS with Iron Mountain as part of the Records Management tasks at closings per approved procedures.
- Participated in the closing of eleven financial institutions as Records Management and Investigation Support. Was assigned to two closings with dual roles as the Functional Manager of Records Management and Investigations Support. Was assigned to one closing with dual roles of Records Management Support and Investigations Support. Was assigned to three closings as Records Management Support. Was assigned to six closings as the Functional Manager of Records Management. All of the closings I was assigned to were completed as quickly and accurately as possible. Also traveled offsite to various closings, to offsite storage facilities, and other locations as needed (i.e. Cook County Recorder of Deeds).
- Two of the closings that I was assigned to were the largest closings that FDIC had in the past few years. One closing was a “Whole Bank” Transaction, and the other was a “Payout” Transaction. As Functional Manager on the largest Payout closing transaction that was assigned to the MWTSO I needed to coordinate teams in four locations while completing work at one location. It included traveling to two different states in order to close out different locations. Gathered files (over 10,000+) and data from the various locations as well as a few off-site storage facilities. All records were entered into ARMS for inventory and shipped to Iron Mountain for storage. This was the largest transaction the MWTSO of FDIC has had, but it was completed by the projected completion date.
- The FDIC is an independent agency created by the U.S. Congress to maintain stability and public confidence in the in the nation's financial system.
Collections Representative
HSBC – NORTH AMERICA (PART OF HSBC GROUP)
Elmhurst, IL
03.2008 - 11.2009
- Provided financial counseling and solutions to clients, preventing foreclosure by negotiating payment arrangements for past due accounts.
- Handled loan accounts to ensure proper collection processes. that were in various stages of collection using both manual queue and automatic dialer:
- Front End / Early-Stage accounts from 1-60 days delinquent
- Mid-Range / Late-Stage accounts from 60-120 days delinquent.
- Reviewed and verified client records, strengthening relationships with HSBC.
- Ensured exceptional customer service to meet client needs..
- Submitted Federal Assistance Program applications for clients in hardship and facilitated requests for loan restructures.
- Used skip tracing to research and update client's contact information.
- Ensured compliance with operational risk controls and regulatory standards.
- Maintains HSBC internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators
- HSBC (Formerly HFC/Beneficial) is an international banking and financial services organization.
Sales Coordinator
ARGENT MORTGAGE (CITI RESIDENTIAL LENDING)
Rolling Meadows, IL
04.2005 - 10.2007
- Facilitated communication and established liaison among account executives, brokers, vendors, and employees, enhancing collaboration and efficiency.
- Scheduled and coordinated meetings between the Regional Vice President and Account Executives, and also between brokers and Account Executives.
- Managed response to incoming sales leads and prospects, addressing inquiries and ensuring timely follow-up to nurture potential sales.
- Reviewed, selected, and assigned accounts to the new and existing Account Executives.
- Supported broker education on Argent's underwriting guidelines and prequalification transactions, fostering better understanding and compliance.
- Provided research involving account changes and keeping the records updated thereby ensuring data integrity of broker and consumer information in system database by verifying account information.
- Provided administrative support to the Regional Vice President.
- Prepared reports for the Regional Vice President using Excel and Word.
- Assisted the Broker Relations department processing business accounts on a weekly basis.
- Demonstrated ability to work professionally with personnel at all levels of the organization.
- During periods of understaffing supported the Rate Lock Desk department on a daily basis.
- Worked at Ameriquest subsidiary, gaining industry knowledge.
Independent Financial Services Agent (in training)
PRIMERICA
Rosemont, IL
12.2004 - 03.2005
- Succeeded in passing Life Insurance Exam conducted by Promissor, Illinois Division of Insurance.
- Completed term life insurance instructional classes while pursuing computer software training.
- Attended meetings and initiated training program to enhance collaboration with existing agents.
- Acquired knowledge of offerings of Primerica's offerings in term life insurance and mutual funds as a subsidiary of Citigroup.
Financial Service Representative
CHARTER ONE (FORMERLY ST. PAUL FEDERAL BANK)
Morton Grove, IL
04.1998 - 11.2004
- Sold commercial and personal banking products tailored to customer needs, enhancing customer satisfaction and loyalty.
- Consistently exceeded expected levels of selling banking products and services while proactively assisting in expanding client base and capturing new accounts. In addition, generated many new accounts by organizing and leading branch site visits to colleges and businesses when authorized by the Charter One business plan.
- Initiated refinancing of 10- and 15-year fixed rate mortgages (Penny Loans). Initiated the opening of new or refinancing existing Home Equity Loans, Home Equity Lines of Credit, and Personal Bank Loans.
- Resolved customer complaints and addressed inquiries, strengthening customer relations and fostering trust in services.
- Supported corporate Charter One in promotional sales events, including Cubs-related events and 4th of July celebrations.
- Referred customers to representatives for investment consultation.
- Collaborated professionally with personnel at all organizational levels, facilitating effective communication and teamwork.
- Charter One is a subsidiary of Citizens Financial Group, Inc.
Senior Teller
CHARTER ONE (FORMERLY ST. PAUL FEDERAL BANK)
Morton Grove, IL
04.1998 - 11.2004
- Exceeded branch goals for investment product and mortgage referrals and became the top branch performer.
- Managed cash handling, delivered customer service, and resolved complaints to ensure customer satisfaction.
- Processed customer transactions efficiently at Charter One, part of Citizens Financial Group, Inc.
- Assisted other Charter One branches as a senior teller.
- Supported the St. Paul Federal telephone banking center when they were short staffed.
- Conducted weekly audits of checking account gift inventory and coordinated restocking of inventory and office supplies.
- Demonstrated ability to work professionally with personnel at all levels of the organization.
Education
Associate of Liberal Arts - Palatine, IL
Wm. Rainey Harper College
Palatine, IL01-1998
Skills
- Data analysis
- Microsoft Office
- MS Excel, MS Word, MS PowerPoint, MS Outlook, MS Access, MS SharePoint, MS Sticky Notes
- System troubleshooting
- Windows (8, 10, 11)
- Web browsers
- MS Internet Explorer, Firefox, Google Chrome
- Additional software
- Adobe Acrobat, Zeus/Solution Source, Empower by Eastern Software Corp (Citrix Metaframe Wholesale Desktop), Argent CRM (Customer Relationship Manager) E6 System by EPiphany Inc, PeopleSoft Timeclock, Argent Sales Tools website, Lotus Notes, Proprietary banking software for CSRs (Tellers) and FSRs (Personal Bankers), Mortgage Serve, Coach, Solar, SALSA, MARS, Dialer Systems, 4C-ASTEP, DMS, ARMS, CWSS, CAS, CSCS, POA, FACTS, STAC, AOTS, Greta, Smart Chat, Q Messenger, Cisco, Amsys, Trucare, Omni, Avaya phone systems, NPPEs – NPI registry, and Medi Home At Aetna – AssistEdge aka SUV, Cisco, RightFax, Cognito, Microsoft Teams, Avaya, Zscaler, Verint, Five9
- Organizational management
- Superior verbal and written communication skills
- Typing speed 50 WPM
EDIC
- In 2010 received one Non-Monetary Award for work at the Port Huron Project as part of a team that assisted the WCTSO., In 2010 received one non-monetary award for work at the Puerto Rico project as part of a team that assisted the ECTSO., In 2011 received three separate Star Awards., In 2012 received a Mission Achievement Award.
- Created and introduced business concepts to the Argent Forum committee (five of which were selected for company wide implementation). Received monetary awards for these implemented ideas.
- Olive Garden, Service Team Member of the month for October 2014
PROFESSIONAL DEVELOPMENT
Promissor, Illinois Division of Insurance– Passed Life Insurance Exam, 01/15/2005
FINANCIAL INDUSTRY EXPERIENCE
- Experience in execution of the records and information management function at FDIC controlled bank closings.
- Experience as liaison between both the FDIC Claims and Investigations Departments and the Iron Mountain (contracted records management vendor).
- Experience in research, coordination, provision of immediate accurate information to internal and external customers.
- Experience working in a team oriented customer service environment.
RECORDS AND INFORMATION EXPERIENCE
- Experience in execution of the records and information management function at FDIC controlled bank closings.
- Experience as liaison between both the FDIC Claims and Investigations Departments and the Iron Mountain (contracted records management vendor).
- Experience in research, coordination, provision of immediate accurate information to internal and external customers.
- Experience working in a team oriented customer service environment.
INTERNAL CORPORATE, CUSTOMER, AND PROVIDER SUPPORT EXPERIENCE
- Software program and application experience relevant to employment.
- Call center experience, supporting health providers. Background includes recognized strengths in research, coordination, provision of immediate accurate information to customers, organization, problem-solving, trouble-shooting, complaint resolution, cash handling and working in a team oriented customer service environment. Is focused on and committed to outstanding customer service.
- Claims Certified with FDIC from 2010 – 2012.
- In addition have worked wit Medicare and Medicaid
Accomplishments
- Olive Garden - Service Team Member of the month for October 2014
- FDIC
In 2010 received one Non-Monetary Award for work at the Port Huron Project as part of a team that assisted the WCTSO.
In 2010 received one non-monetary award for work at the Puerto Rico project as part of a team that assisted the ECTSO.
In 2011 received three separate Star Awards.
In 2012 received a Mission Achievement Award. - Argent - Created and introduced business concepts to the Argent Forum committee (five of which were selected for company wide implementation). Received monetary awards for these implemented ideas.
Timeline
Full time permanent employee of IlliniCare Health
AETNA BETTER HEALTH OF ILLINOIS AKA ILLINICARE HEALTH
02.2020 - 06.2026
Full time permanent employee of IlliniCare Health
ILLINICARE HEALTH
04.2019 - 02.2020
Full time temporary placement for IlliniCare Health - HealthCare Administration
ALTASTAFF
05.2018 - 04.2019
Staffing for temporary projects
CRYSTAL EQUATION CORPORATION
02.2018 - 04.2018
Staffing for temporary and direct hire
ULTIMATE STAFFING
09.2017 - 09.2017
Contractor for AT&T – Customer Support/Call Center
ROSE INTERNATIONAL
02.2017 - 07.2017
Server/Sales Person
OLIVE GARDEN
09.2014 - 01.2017
Seasonal Employee in Garden Center Sales/Customer Service
THE HOME DEPOT
03.2014 - 10.2014
R&R Technician CG-07 in Customer Service & Records Management
FDIC FEDERAL DEPOSIT INSURANCE CORPORATION
05.2010 - 09.2012
Collections Representative
HSBC – NORTH AMERICA (PART OF HSBC GROUP)
03.2008 - 11.2009
Sales Coordinator
ARGENT MORTGAGE (CITI RESIDENTIAL LENDING)
04.2005 - 10.2007
Independent Financial Services Agent (in training)
PRIMERICA
12.2004 - 03.2005
Financial Service Representative
CHARTER ONE (FORMERLY ST. PAUL FEDERAL BANK)
04.1998 - 11.2004
Senior Teller
CHARTER ONE (FORMERLY ST. PAUL FEDERAL BANK)
04.1998 - 11.2004
Associate of Liberal Arts - Palatine, IL
Wm. Rainey Harper College