Jo-Angela Marks
@joangelamarks
Dedicated customer service representative with extensive experience in support roles.
United StatesWhat I'm looking for
I am a dedicated customer service representative with a strong background in providing exceptional support across various industries. My experience spans roles in customer advocacy, medical screening, and fulfillment, where I have honed my skills in communication, problem-solving, and customer satisfaction. At Delta Dental, I effectively manage inquiries regarding eligibility, benefits, and claims, ensuring that members receive the assistance they need promptly and accurately.
Throughout my career, I have consistently met and exceeded performance goals, including handling over 300 calls daily at Optum and achieving a call goal of 60-100 calls per day at REMX. My ability to navigate complex customer needs and provide tailored solutions has been a key factor in my success. I am passionate about helping others and thrive in fast-paced environments where I can make a positive impact on customer experiences.
With a diploma in Medical Assistance and certifications in Phlebotomy, I bring a unique blend of healthcare knowledge and customer service expertise. I am eager to leverage my skills in a new role that allows me to continue providing exceptional support while contributing to a team-oriented environment.
Experience
Work history, roles, and key accomplishments
Customer Advocate
Delta Dental
Jun 2021 - Present (4 years 1 month)
Answered calls regarding eligibility, benefits, claim status, and facility referrals. Submitted authorizations for emergency and non-emergency services for approval.
Customer Service Representative
Remx
Feb 2020 - Present (5 years 5 months)
Made outbound calls for medical records retrieval appointments, setting up dates via fax, mail, or pickup. Met daily call goals of 60-100, verified and updated demographic information, and documented interactions using scripted guidelines.
Medical Screener (COVID-19)
Aerotek
Jan 2021 - Oct 2021 (9 months)
Performed nasal and oral testing for COVID-19, ensuring proper sealing and labeling of specimens. Registered patients for testing and took their temperatures while adhering to PPE protocols.
Fulfillment Associate
Amazon
Oct 2020 - Jan 2021 (3 months)
Received and processed incoming stock and material, ensuring efficient inventory management. Picked and filled orders from stock, and case marked boxes for routing destination.
Sales Associate
Lidl
Jul 2020 - Oct 2020 (3 months)
Stocked products on shelves and operated the cash register to check out customers. Assisted customers with questions and maintained a clean workstation.
Cashier
Cracker Barrel
Jan 2017 - Apr 2017 (3 months)
Welcomed customers, operated cash machines and POS to calculate bills, and processed payments. Answered customer questions regarding billed items and recorded totaled amounts.
Independent Contractor Paper Carrier
Thomas Distribution
Jul 2018 - Jan 2025 (6 years 6 months)
Assembled and bagged newspapers, maintaining a clean work area. Drove 7 days a week through assigned routes, delivering papers during night and early morning hours.
Specimen Collector
Variant Health
Mar 2018 - Oct 2018 (7 months)
Collected buccal swabs for genetic testing, accessed medical records for demographic information, and completed requisition forms. Educated patients about testing purposes and assisted with follow-up.
Extern Medical Assistant
Memorial Drive Family Medicine
Mar 2017 - Apr 2017 (1 month)
Prepared treatment rooms, interviewed patients for medical history, and recorded vital signs in an EMR system. Administered injections, performed venipunctures, and verified immunization records.
Team Lead/CSR
Optum
Apr 2008 - Jan 2015 (6 years 9 months)
Assisted departments with email requests, failed authorizations, and resubmission projects, handling over 300 calls daily. Led team meetings, assisted with product goals, status updates, and performance.
Education
Degrees, certifications, and relevant coursework
Huffman High School
Diploma, General Studies
Completed general studies and earned a high school diploma.
Everest Institute
Diploma, Medical Assistant
Completed a program to become a Medical Assistant, gaining skills in patient care and administrative tasks.
Career Employment Counseling
Certificate, Phlebotomy
Grade: NHA Certified
Obtained certification in Phlebotomy, demonstrating proficiency in blood collection techniques.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
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