Dynamic and accomplished professional with a proven track record of leadership and success in the customer service industry. Recognized for working with prestigious organizations such as Airbnb, WW (Weight Watchers), Aetna, and CVS Health. As a highly skilled Sr. Service Advocate at Aetna, I provide invaluable support and leadership to customer service representatives, guiding them through challenging calls within the Medicare Advantage domain. Known for conducting impactful training sessions, I equip CSR's with advanced de-escalation techniques, problem-solving skills, and the ability to deliver exceptional service. With an unwavering commitment to excellence, I actively contribute to enhancing training materials and meticulously monitor key performance indicators and customer satisfaction metrics. Formerly as an Operations Team Lead, I successfully led and motivated a team of 16 customer experience agents, elevating their performance and surpassing client expectations. Resolute in fostering a positive work environment, I exemplify strong leadership qualities and drive exceptional service delivery at every opportunity.
Listed skills include Customer Experience, Wellness, Management, Inbound Marketing, and 6 others.