1. Summary
Highlights
Accomplishments
Experience
Angela French
3821 Sage Drive, Apartment A, Rockford IL 61114
Home: 815-520-1773 Cell: 815-520-1773
romanticsoul68@gmail.com
Inquiry Customer Advocate Specialist of HMO insurance product offering a record of successful job performance,
proven problem-solving ability and experience developing and implementing innovative solutions.I have the ability to
work with external customers as well as the ability to train internal staff. While currently employed in the health
insurance industry, I have also worked in the retail and bookkeeping fields.
Employee relations specialist
Call center management experience
Dedicated to process improvement
Devoted to data integrity
Strong problem solving ability
Troubleshooting skills
Training manual contributor
High customer service standards
Meticulous attention to detail
Results-oriented
Self-directed
Excellent communication skills
Computer-savvy
Excellent interpersonal and coaching skills
Critical thinker
Insurance processing
HIPAA compliance
Time management
Selected to participate as a Learning Coach/Mentor to new hires
Selected to participate in initial Appeals Project
Chosen employee representative, which entails special access
Regularly facilitates Customer Advocate huddles to present new materials, updates, and/or critical information
Selected to be a Developmental Customer Advocate Specialist for new hire classes
Development of a weekly feedback standard that became utilized by my peers
Mentor to less experienced peers
Selected as a Plan to Plan Guest Membership contact
May 2007 to CurrentBlue Cross Blue Shield
Customer Advocate Specialist
Rockford , IL
Promoted from a Customer Advocate II to a Customer Advocate Specialist August of 2013
Daily phone interaction and assistance of Customer Advocates
Mediate escalated customer issues and develop an acceptable resolution
Identify system discrepancies and recommend best practice resolutions
Liaison to HMO medical groups for assistance
Liaison for Guest membership claim assistance
Mentor new hire/established staff to increase proficiency and reach recommended goals
Crosstrained to the PPO product
Spearheaded internal staff training with the Blue Precision product
Adjudicate complex claims daily
Authorize exception procedures and implement on customer file
Analyze monthly assist line usage, providing appropriate developmental feedback to increase knowledge base
and best practice
Regularly lead training/mentoring programs for internal staff
January 2007 to May 2007Kelly Services
Customer Advocate I
Rockford, IL
Initially began as a temp to hire for Blue Cross Blue Shield of Illinois through Kelly Services
Collected customer feedback and made process changes to exceed customer satisfaction goals

2. Education
Demonstrated mastery of customer service call script within specified time frames
Addressed customer service inquiries in a timely and accurate fashion
Maintained superior quality
November 2006 to January 2007Cub Foods
Assistant Head Customer Service Manager
Beloit, WI
Developed, implemented and monitored programs to maximize customer satisfaction and manage on-site
customer service representatives
Resolved customer questions, issues and complaints
Generated and distributed daily reports and order acknowledgments to upper management
Effectively communicated with team members to maintain clearly defined expectations
Analyzed efficiency and recommended an action plan to further develop existing employee skill
June 1988 to November 2006Cub Foods
Cashier/Customer Service Manager/Head Bookkeeper
Loves Park, IL
Cashier experience
Promoted to Customer Service Manager in less than one year
Promoted to Head Bookkeeper in 2000
Skills included:
Customer interaction
Managing the activities of multiple employees
Immediately addressing negative customer feedback
Recommended changes to existing methods to increase the accuracy, efficiency, and responsiveness of the
cashiering/bookkeeping staff
Generated and distributed daily reports to upper management
Developed rapport with the customer base by handling difficult issues with professionalism
Assisted with payroll preparation
Mentored team members to succeed and advance within the department and company
Received, recorded and banked cash, checks and food stamps on a daily basis
Oversaw accounts receivable and conducted month-end balance sheet reviews and reconciled any variances.
Provided performance feedback and coached employees with setting quarterly goals
Development of proficiency/accuracy program to reduce internal error
Rockford University
English Literature
Rockford , IL, United States
Coursework in English literature
Minor in German