Ariel Toms
Milford
Summary
In my personal life, I am a mother of 2 children (Paige 12 years and Bradley 10 years) and wife of Military Spouse. Avid church goer for nearly 2 years and participates in extra church activities to learn and be part of the church family. I love arts and crafts, gardening and cooking to provide healthy meals.
Work dynamic as a customer service leader with extensive experience in training and supervising staff. Proven ability to foster a supportive environment that enhances team skills and operational efficiency. Skilled in utilizing technology to streamline processes and improve service delivery. Committed to empowering coworkers through collaborative prayer and support.
Overview
20
20
years of professional experience
Work History
Call Center Agent, Trainer and Supervisor
HGS/Sagility Health
Milford
10.2022 - Current
- Promoted to trainer after demonstrating proficiency in role, enhancing team capabilities.
- Facilitated training sessions via Zoom on call handling, empathy, and system navigation, enhancing agent performance.
- Transitioned temporarily to other departments to train agents on various health plans and provide essential administrative support.
- Promoted to Supervisor to work with agents to build their skills and knowledge to be successful advocates.
- Handled incoming calls from pharmacies and provider offices regarding patient information, prior authorizations, and benefit inquiries.
- Adhered to HIPAA guidelines while demonstrating empathy to callers' needs and providing exceptional customer service.
- Handled member services calls at HGS (now Sagility) to clarify coverage and address benefit-related questions, ensuring accurate information delivery.
- Utilized Microsoft Office for data collecting, communication for various tasks, and PowerPoint presentations.
RCA Rural Carrier Associate
Post Office USPS
Milford
04.2020 - 10.2022
- Sorted mail flats and packages by route order, ensuring timely and efficient delivery.
- Delivered all items promptly while maintaining high accuracy.
- Ensured safety during all driving and delivery operations.
- Managed delivery across eight rural routes during staff shortages, maintaining service continuity.
- Prioritized customer service to improve satisfaction for homebound recipients, fostering positive community relations.
Gate Officer
Hemlock Farms Community Association
Lords Valley
12.2018 - 05.2019
- Ensured security by verifying visitor information via software and monitoring behavior.
- Managed multiple software windows to verify visitor access.
- Entered visitor data efficiently to minimize wait times for entry.
- Demonstrated strong computer skills to facilitate rapid information processing.
Cook/Prep
West Point Child Development Center
West Point
12.2017 - 08.2018
- Prepared and served food according to standardized menus, ensuring compliance with safety and sanitation protocols to maintain health standards.
- Determined portion sizes per serving based on children's age in daycare facility, promoting balanced nutrition.
- Cleaned and sanitized utensils and surfaces to uphold strict sanitation regulations, contributing to a safe food preparation environment.
Cook, Server, Supervisor
Hollywood Casino at Charlestown Races
Charles Town
02.2006 - 04.2015
- Executed cooking, cleaning, and preparation tasks in buffet service for four years.
- Transitioned to serving roles across various restaurants, enhancing service skills.
- Supervised buffet operations for nearly two years, overseeing supply ordering and staff duties.
- Assisted in the launch of a new restaurant, contributing to operational setup.
- Supported catered events, ensuring smooth execution and customer satisfaction.
- Maintained current food service certifications and sanitation training.
- Completed Microsoft courses to improve computer proficiency and data management.
- Utilized computer skills to organize employee data related to hours and benefits.
Education
Certified Medical Administrative Assistant -
MedCerts
Remote09-2019
Associate in Culinary Arts -
Blue Ridge Community and Technical College
Martinsburg, WV05-2009
Skills
- Customer service expertise
- Microsoft systems proficiency
- Office suite knowledge
- Problem-solving
- Efficient multitasking
- Adaptability and quick learning
Affiliations
Key Spouse Volunteer from 10/2023-10/2024
Timeline
Call Center Agent, Trainer and Supervisor
HGS/Sagility Health
10.2022 - Current
RCA Rural Carrier Associate
Post Office USPS
04.2020 - 10.2022
Gate Officer
Hemlock Farms Community Association
12.2018 - 05.2019
Cook/Prep
West Point Child Development Center
12.2017 - 08.2018
Cook, Server, Supervisor
Hollywood Casino at Charlestown Races
02.2006 - 04.2015
Certified Medical Administrative Assistant -
MedCerts
Associate in Culinary Arts -
Blue Ridge Community and Technical College