Provide solutions to multifaceted problems by facilitating a virtual team of senior representatives utilizing critical thinking and judgment. Guide and coach representatives on correct policies and procedures.Manage supervisor escalation calls utilizing empathy and de-escalation techniques while striving for first call resolution.Oversee and resolve complex cases by maintaining communications between members, clients, and providers.

Identified causes and developed solutions to provide first-call resolution. Trained representatives from customer care and pharmacy helpline on correct policies and procedures. Performed and managed senior-specific tasks and procedural processes, such as eligibility verification, implementing and editing overrides, and updating and building member accounts. Operated multiple software systems on a daily basis.Assessed and resolved customer grievances in a timely and effective manner.Supported and guided trainers, supervisors, and trainees as a Subject Matter Expert on multiple occasions, including Aetna Med D Senior Upskill Training.

Ensured continuous process improvement by timely responding to inquiries pertaining to both individual and employer group health insurance plans in the Medicare and commercial lines of business. Led and participated in a variety of tasks, including order placement, initiating prior authorization requests, and submitting billing disputes.Attained a high level of customer satisfaction by delivering excellent customer service.Coached members on prescription coverage, benefit opportunities, plan structure, processes, and procedures.Provided strategic and practical support in multiple offline projects, including processing payments for accounts receivable and benefits verification for CVS Specialty pharmacy.Coordinated the Aetna Med D New Hire Training Class while acting as reservist and subject matter expert.

Led daily operation of five tourist attractions: Ripley's Haunted Adventure, Guinness World Records museum, The Amazing Mirror Maze, Tomb Rider 3D Adventure Ride, and the Ultimate Laser Challenge. Coached and supported an hourly team of over 100 employees and seven supervisors.Fostered positive attitude toward organizational objectives by planning and conducting new employee orientation.Organized a bi-weekly fluctuating schedule for over 100 employees and 26 positions, optimized for best performance results.

Engaged in daily cash handling procedures to include reconciliation of daily revenue and preparing deposits. Performed payroll time clock corrections.Reviewed operational records, tracked and monitored sales performances, and encouraged better results through incentives and positive reinforcement strategies. Developed training programs, bonus structures, and sales contests which successfully raised the bar on performance standards, and increased combination tickets and photo revenue.

Managed the daily operation of a two-part downtown tourist attraction, a candy store, and a team of four. Implemented candy discounting policies, weekly meetings, and sales contests. Took inventory and ordered all candy, beverages, and supplies