Angela L Davis
Phoenix
Summary
Highly experienced customer service professional with over 20 years in various settings, including healthcare, insurance, and financial services. Proven ability to provide exceptional customer support, resolve complex issues, and adapt to diverse environments. Expertise in claims processing, Medicare/Medicaid regulations, and technical support. Dedicated to delivering positive customer experiences and achieving performance goals. CNA and Caregiver certified.
Tech-savvy innovator with hands-on experience in emerging technologies and passion for continuous improvement. Skilled in identifying opportunities for technological enhancements and implementing effective solutions. Adept at leveraging new tools and methods to solve problems and enhance productivity. Excels in adapting to fast-paced environments and driving technological advancements.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Credit Card Customer Service
Talentbridge (Wells Fargo)
03.2025 - Current
- Assist customers with credit card profiles and various card-related issues, including payments, lost/stolen cards, disputes, fraud, transaction reviews.
- Handle 80-100 inbound calls per day
- Adhere to performance metrics, including average handle time (3-4 minutes), customer feedback surveys, quality of service, and attendance.
- Escalate complex scenarios to the 2nd tier level of support for resolution
Hyundai bluelink customer service
IntouchCX (Hyundai Bluelink)
12.2024 - 02.2025
- Provide customer service support to Hyundai vehicle owners regarding BlueLink connected car features.
- Handle inquiries about remote start, vehicle location, diagnostics, and other services.
- Efficiently resolve issues and provide accurate information about the BlueLink system.
Claims Processor
State Farm Insurance (Claims)
06.2023 - 06.2024
- Receive and route claims to appropriate handling teams.
- Communicate with customers and associates via phone, mobile app, chat, and online.
- Gather and document loss information.
- Collaborate with team members to handle a high volume of claims and calls.
- Utilize State Farm claims systems and other technologies.
Customer Service Representative
Maximus FED
06.2022 - 06.2023
- Assist callers with enrolling in or updating Healthcare.gov accounts.
- Assist customers with Medicare Advantage plan enrollment, explaining coverage and provider networks.
- Resolve escalated customer calls and direct them to appropriate departments.
- Address inquiries about prescriptions, medical devices, and home health.
Certified Caregiver
Casa Adobes/Casa Chapala
11.2020 - 05.2021
- Provide compassionate care to elderly and disabled clients.
- Assist with meal preparation, personal hygiene, bathroom needs, patient lifting, and medication administration.
Certified Caregiver
Fairmount Assisted Living & Memory Care
06.2020 - 10.2020
- Provided care to elderly and disabled clients, including meal preparation, personal hygiene, and medication administration.
Pharmacy Claim Processor
HealthCare Support
10.2019 - 04.2020
- Adjudicated BCBS paper claims from electronic images.
- Resolved pending claims using state and federal regulations and health plan criteria.
- Met productivity and accuracy standards.
Customer Service Representative - Claims Rep
Geico
01.2017 - 09.2019
- Provided first point of contact for customers involved in accidents.
- Verified accident details and involved parties.
- Coordinated with adjusters and repair facilities.
- Advised parties of liability decisions and next steps.
TurboTax Product Support
Concentrix
09.2018 - 03.2019
- Provided inbound phone and video customer service and technical support for TurboTax.
- Researched, analyzed, and resolved customer issues.
- Processed payments for upgrades and e-filing fees.
Customer Service Representative
Citi Cards – Citibank
07.2016 - 11.2016
- Provided customer service, resolved issues, and utilized company policy to make informed decisions.
- Achieved individual and team performance goals.
Fraud Prevention Representative
Macy’s Credit and Customer Service
10.2015 - 05.2016
- Resolved fraudulent credit card billing issues, closed accounts, and reissued new cards.
- Initiated fraud review cases and verified customer identity.
- Resolved issues regarding purchases and deliveries.
Community State Processor Medicare/Medicaid NJ
United HealthCare
12.2011 - 09.2015
- Processed and adjusted claims, analyzed trends, and provided reports.
- Trained team members on claims processing procedures.
- Resolved complex processing issues.
Education
Associate of Occupational Studies - Hospital & Health Services Management
Heritage College
Kansas City, MO01.2011
Caregiver Certification & CNA Certification - undefined
ACE-Academy of Caregiving Excellence
Tucson, AZ01.2021
Skills
- Claims processing proficiency
- Friendly, positive attitude
- Teamwork and collaboration
- Customer service
- Problem-solving
- Time management
- Attention to detail
- Flexible and adaptable
- Multitasking
- Excellent communication
- Critical thinking
- Computer skills
- Active listening
- Data entry
- Problem resolution
- Call center experience
- Microsoft Excel
- Payment processing
- Microsoft outlook
- Paperwork processing
Certification
- Medical Billing and Coding Fundamentals by MedCerts on Coursera
- Professionalism in Allied Health Completed 2025-02-09
- Medical Terminology and the Human Body Fundamentals Completed 2025-02-13
- Medical Billing and Coding Essentials Completed 2025-02-20
- Introduction to Computers completed 2025-02-03
- Technical Support Fundamentals completed 2025-01-20
Timeline
Credit Card Customer Service
Talentbridge (Wells Fargo)
03.2025 - Current
Hyundai bluelink customer service
IntouchCX (Hyundai Bluelink)
12.2024 - 02.2025
Claims Processor
State Farm Insurance (Claims)
06.2023 - 06.2024
Customer Service Representative
Maximus FED
06.2022 - 06.2023
Certified Caregiver
Casa Adobes/Casa Chapala
11.2020 - 05.2021
Certified Caregiver
Fairmount Assisted Living & Memory Care
06.2020 - 10.2020
Pharmacy Claim Processor
HealthCare Support
10.2019 - 04.2020
TurboTax Product Support
Concentrix
09.2018 - 03.2019
Customer Service Representative - Claims Rep
Geico
01.2017 - 09.2019
Customer Service Representative
Citi Cards – Citibank
07.2016 - 11.2016
Fraud Prevention Representative
Macy’s Credit and Customer Service
10.2015 - 05.2016
Community State Processor Medicare/Medicaid NJ
United HealthCare
12.2011 - 09.2015
Caregiver Certification & CNA Certification - undefined
ACE-Academy of Caregiving Excellence
Associate of Occupational Studies - Hospital & Health Services Management
Heritage College
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