Angelette Hoffman
Macon,GA
Summary
Dynamic professional with nearly 10 years of experience in customer support, appeals review, and case management. Known for strong problem-solving, clear communication, and the ability to handle complex issues with fairness and accuracy. Skilled in evidence-based decision making, de-escalation, and cross-functional collaboration to deliver timely, high-quality resolutions. Brings a balanced approach of professionalism and empathy to every interaction, ensuring compliance and exceptional service.
Overview
10
10
years of professional experience
Work History
GCX Appeals Agent
EBay Inc
04.2023 - Current
- Review and resolve high volumes of appeals, making fair, policy-aligned decisions for buyers and sellers.
- Analyze evidence (tracking data, messages, documentation) to accurately verify case details and determine outcomes.
- Communicate clear, professional decisions that de-escalate concerns and maintain trust in the review process.
- Document all case actions to ensure accuracy, compliance, and smooth handoffs when needed.
- Identify and flag fraud risks or recurring issues to help strengthen platform integrity and policy enforcement.
Rental Assistance Specialist/Training Coordinator
United Way
02.2021 - 01.2023
- Prevented homelessness for 30–50+ households monthly by connecting individuals and families with urgent resources, financial assistance, and stabilization support.
- Lead community training sessions on eviction-prevention strategies and tenant rights, increasing awareness and self-advocacy across vulnerable populations.
- Built and maintained partnerships with 10+ local agencies to create a coordinated network of housing, legal, and social-service support.
- Advocated for clients during complex housing challenges, providing guidance on tenant rights, lease issues, and landlord negotiations.
- Assisted clients in securing rental aid, utility support, and community programs to promote long-term housing stability.
Direct Care Provider
Catholic Social Services
02.2016 - 11.2020
- Provided compassionate, person-centered care to individuals with diverse needs, supporting both physical and emotional well-being.
- Developed and executed personalized care plans that helped clients reach personal goals and increase independence.
- Advocated for clients and coordinated with healthcare teams, ensuring consistent, high-quality care and timely support.
- Documented daily progress and maintained detailed records, supporting accuracy, compliance, and continuity of care.
- Guided clients in building essential life skills and connecting with community resources to improve long-term stability.
Education
High School Diploma -
East Anchorage High School
Anchorage, AK05-2015
Skills
- Appeals Experience
- M2M Experience
- Computer Literacy
- Time Management
- Multi-Tasking
- Professional Written & Verbal Communication
- Data Entry
- Community Outreach
- Customer Service
- High-Volume Case Management
- Inbound Calls & Email Experience
- Fraud & Risk Identification
- Conflict Resolution & De-Escalation
- Critical Thinking & Problem Solving
- Empathy & Emotional Intelligence
Accomplishments
- Resolved 95%+ of appeal cases within SLA timelines, consistently ranking among top performers for accuracy and fairness.
- Prevented housing loss for 1000+ individuals and families by securing financial aid and critical community resources.
Timeline
GCX Appeals Agent
EBay Inc
04.2023 - Current
Rental Assistance Specialist/Training Coordinator
United Way
02.2021 - 01.2023
Direct Care Provider
Catholic Social Services
02.2016 - 11.2020
High School Diploma -
East Anchorage High School