Summary
Overview
Work History
Education
Skills
Timeline
Generic

Angelica Roman

Technical Coaching Analyst
Phoenix

Summary

Customer-focused and results-driven professional with 10 years of experience in customer service and team coaching. Proven ability to mentor and develop staff to enhance performance and deliver exceptional service. Skilled in analyzing customer service data and reports to identify trends, driven process improvements, and support strategic decision-making. Adept at balancing hands-on support with leadership to improve team efficiency and customer satisfaction.

Overview

10
10
years of professional experience

Work History

Technical Coaching Analyst

Cigna
12.2019 - Current
  • Analyzed customer calls and reviewed performance reports to identify service trends, training opportunities, and process improvements.
  • Improved internal knowledge by developing comprehensive documentation outlining standard operating procedures for various tasks.
  • Assisted in real time to manage escalations and troubleshoot customer concerns, ensuring positive outcomes.


Customer Service Advocate

Cigna
05.2017 - 12.2019
  • Provided prompt and professional support via phone.
  • Resolved customer concerns efficiently, reducing issue resolution.
  • Handled escalated calls and diffused high-stress situations.

Customer Service Representative

General Dynamics
10.2015 - 04.2017
  • Provided accurate, compassionate support to consumers navigating health insurance options under the Affordable Care Act (ACA).
  • Assisted callers with eligibility determinations, plan comparisons, and enrollment through the Health Insurance Marketplace.
  • Handled high call volumes during open enrollment and special enrollment periods while maintaining service-level agreements.
  • Explained complex insurance concepts such as deductibles, subsidies, and coverage limits in clear, consumer-friendly language.

Education

High School Diploma -

Trevor G. Browne Highschool
Phoenix, United States
05.2001 -

Skills

Bilingual: English and Spanish

MS Excel

Documentation and reporting

Health Insurance knowledge

KnowledgeXchange Advisor

Proclaim and PMHS knowledge

Performance feedback & development

Peer training & support

Conflict Resolution

Timeline

Technical Coaching Analyst

Cigna
12.2019 - Current

Customer Service Advocate

Cigna
05.2017 - 12.2019

Customer Service Representative

General Dynamics
10.2015 - 04.2017

High School Diploma -

Trevor G. Browne Highschool
05.2001 -

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Angelica RomanTechnical Coaching Analyst