Angelique LaFlaura
Berkeley,IL
Summary
Detail‑oriented and people‑focused professional with 7+ years of experience in office administration, client services, and high‑volume communication. Skilled in front‑desk operations, scheduling, documentation accuracy, multi‑line phone systems, and maintaining organized, efficient work environments. Known for delivering warm, professional service, supporting patient and client needs, and ensuring smooth daily office operations.
Empathetic professional in customer service known for high productivity and efficiency in task completion. Possess specialized skills in conflict resolution, data entry, and customer relationship management. Excel in communication, problem-solving, and adaptability, ensuring positive experiences and outcomes for customers.
Overview
10
10
years of professional experience
Work History
Customer Experience Agent
UChicago Medicine AdventHealth
Hinsdale, Illinois
01.2026 - Current
- Responded to patient inquiries via phone and email promptly and professionally.
- Resolved patient complaints by collaborating with team members for effective solutions.
- Resolved customer queries and complaints in a timely manner.
- Assisted patients with scheduling appointments and managing medical records.
- Managed patient intake processes, ensuring accurate data collection and documentation.
- Facilitated communication between departments to improve patient care. between departments to enhance patient care experiences.
- Implemented feedback mechanisms to gather patient insights for service improvement.
- Trained new staff on customer service protocols and hospital systems effectively.
- Maintained up-to-date knowledge of hospital policies and procedures for accurate support.
- Provided technical support for customers' account related issues.
Branch Rental Manager
Enterprise Mobility
Lombard, USA
07.2022 - 12.2025
- Oversaw vehicle rental processes from reservation to return.
- Coordinated with maintenance teams for vehicle upkeep and repairs.
- Responded to customer inquiries and scheduled service appointments, enhancing client satisfaction through personalized referrals.
- Resolved customer inquiries and complaints promptly and professionally.
- Managed daily branch operations, ensuring compliance with company policies and fostering a smooth operational workflow.
- Answered high‑volume phone calls, routed inquiries, and provided accurate information to customers and partners.
- Trained and mentored staff on customer service best practices, improving team competency and client interactions.
- Responded to customer inquiries, scheduled service appointments, and provided referrals based on client needs.
- Delivered personalized solutions and resolved concerns with professionalism and empathy, earning top customer service ratings.
Member Sales Supervisor
GoHealth
Chicago, USA
06.2020 - 06.2022
- Managed multi‑channel communication including phone, email, and chat while maintaining compliance with healthcare regulations.
- Guided clients through enrollment processes by answering service-related questions and providing tailored referrals.
- Fostered client relationships through empathetic communication and consistent follow‑up.
- Ensured documentation integrity across multiple CRM systems by maintaining accurate digital and physical records.
- Supported office operations through filing, scanning, and organizing sensitive medical and insurance documents.
Financial Services Consultant
Lending Solutions Inc.
Naperville, USA
02.2019 - 05.2020
- Managed high‑volume inbound calls, addressed inquiries, and connected clients with suitable services.
- Organized filing systems and processed applications accurately to ensure compliance.
- Maintained detailed filing systems and processed applications with accuracy and compliance.
- Clarified service offerings to clients during consultations. and offered referrals.
Member Service Representative
Xerox Corporation
Bolingbrook, USA
01.2017 - 02.2019
- Facilitated front‑office operations by greeting callers, answering questions, and efficiently routing inquiries to appropriate departments.
- Streamlined filing systems and maintained accurate client records in a centralized database for easy access.
- Maintained organized filing systems and updated client records in a centralized database.
- Performed general office support tasks including photocopying, scanning, faxing, and mail handling.
Education
Bachelor of Arts - Psychology
Aurora University
Aurora, ILSkills
- Customer support
- Appointment management
- Appointment scheduling
- Patient support
- Documentation accuracy
- Data management
- CRM software
- Multi-channel communication
- Compliance
- Quality assurance
- Service enhancement
- Staff training
- Problem solving
- Attention to detail
- Time management
- Team collaboration
- Conflict resolution
- Empathetic communication
- Patient engagement
- Call routing
Timeline
Customer Experience Agent
UChicago Medicine AdventHealth
01.2026 - Current
Branch Rental Manager
Enterprise Mobility
07.2022 - 12.2025
Member Sales Supervisor
GoHealth
06.2020 - 06.2022
Financial Services Consultant
Lending Solutions Inc.
02.2019 - 05.2020
Member Service Representative
Xerox Corporation
01.2017 - 02.2019
Bachelor of Arts - Psychology
Aurora University