Matthew Perez
Houston,TX
Summary
Dedicated customer-focused professional with a proven track record in service excellence. As a Customer Service Representative at Aetna, I effectively address inquiries and resolve issues while building trusting relationships with clients and educating them on benefits and services. Experience as an Ammunition Stocking Control Specialist in the U.S. Army sharpened my organizational and collaborative skills.
Driven by continuous improvement, I seek opportunities for self-development and enhancing team performance. Commitment to clear communication and innovative problem-solving fosters positive customer experiences and lasting trust.
Overview
8
8
years of professional experience
Work History
CSR
Aetna
02.2023 - 10.2024
- Serve as a single point of contact for plan sponsors, members, and providers, addressing inquiries and resolving issues.
- Build trusting relationships with members to understand and anticipate their needs.
- Educate customers on benefits, services, and self-service tools to enhance their experience.
- Utilize a customer service framework for decision-making and issue resolution.
- Take ownership of customer interactions, ensuring timely problem-solving and service connection.
- Process claims and referrals, providing status updates and eligibility explanations.
- Initiate outreach calls to enhance member satisfaction and identify service trends.
- Collaborate across departments for effective service delivery and process improvement.
- Guide members to appropriate health resources and explore additional service opportunities.
- Provide technical assistance and participate in client presentations and special projects.
- Managed incoming calls, emails, and faxes.
89A (Ammunition Stocking Control Specialist)
US Army
09.2016 - 02.2019
• Skilled in operating the Standard Ammunition and Accounting System (SAAS), utilizing both computer hardware and software to manage stock control and accounting procedures. Collaborated effectively with contracted civilians to enhance customer service delivery.
Education
High School Diploma - General Studies
HM King High School
Kingsville TX07-2013
Accomplishments
Heart At Work Aetna July 2024
- Prioritized customer needs by fostering a culture of customer obsession, ensuring exceptional service and support.
- Embraced innovation to address challenges, continuously improving care for customers through creative solutions.
- Collaborated effectively with teams to unify efforts around shared goals, enhancing overall customer satisfaction.
- Streamlined processes and designed user-friendly experiences to simplify interactions for customers.
- Built and maintained trust with customers through consistent, transparent communication and reliable service.
- Advocated for safety and quality in all operations, reinforcing a commitment to excellence and customer well-being.
Timeline
CSR
Aetna
02.2023 - 10.2024
89A (Ammunition Stocking Control Specialist)
US Army
09.2016 - 02.2019
High School Diploma - General Studies
HM King High School
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