Adrian Pena
Fresno,CA
Summary
Dynamic professional with a proven track record at Aetna, excelling in customer service and compliance. Recognized for achieving 98% audit efficiency and enhancing team performance through effective training and leadership. Skilled in data analysis and problem-solving, driving operational excellence and fostering strong client relationships.
Overview
9
9
years of professional experience
Work History
Sr. Answer Team Consultant - Underwriting
Aetna
Fresno, CA
06.2016 - 11.2019
- Processed intake forms for small group health insurance quotes with 98% accuracy.
- Ensured compliance with federal and state health insurance guidelines and HIPAA regulations.
- Utilized systems like Springboard, QRS/SMART, CCI, Rumba, and Salesforce for operations.
- Provided Helpdesk support through inbound calls from insurance brokers and small business owners.
- Focused on first-call resolution to improve customer satisfaction.
- Collaborated with Sales Coordinators and Sales Executives to facilitate new business quote hand-offs.
- Developed training materials and conducted workshops on project management best practices.
- Advised senior leadership on enhancing team trust through transparency and accountability.
Underwriting Analyst
Digital Intelligence Systems, LLC (Disys) Aetna Healthcare
Fresno, CA
09.2013 - 01.2014
- Achieved audit efficiency of 98% or higher while meeting Health Care Reform deadlines.
- Ensured compliance with federal and state health insurance guidelines and HIPAA laws.
- Enhanced daily work processes through strong analytical skills.
CSR Insurance Underwriter
Progressive Insurance
Austin, TX
06.2011 - 06.2013
- Achieved 'Top Performer' and 'Rising Star' designations, ranking in top 15 percent of call center for 11 months.
- Maintained comprehensive knowledge of 49 state insurance guidelines to ensure compliance.
- Provided exceptional customer service focusing on client retention.
- Acted as observing CSR consultant for mentoring and guidance in effective call handling.
- Identified customer needs and provided appropriate solutions.
- Analyzed customer feedback data to identify areas of improvement.
ATM Field Dispatcher
Wincor-Nixdorf
Austin, TX
08.2010 - 01.2011
- Directed assignments for Field Technicians nationwide, ensuring clarity and efficiency.
- Managed daily dispatch of 175 tickets and 115 inbound customer calls.
- Ranked among top five Dispatchers in Customer Care Center based on performance metrics.
- Provided creative problem-solving support to Field Technicians during emergencies.
- Monitored regional performance of 30-40 technicians as primary Point Of Contact in supervisor absence.
- Verified driver credentials prior to assigning them a route or task.
- Managed a large volume of phone calls while ensuring accuracy in data entry.
- Updated records of driver locations, delays, and cancellations.
- Coordinated with other dispatchers to ensure efficient delivery schedules were met.
Education
High School Diploma -
Central High East
Fresno, CA06-2001
Skills
- Customer service and support
- Logistics and dispatch management
- Leadership and mentoring
- Performance management and monitoring
- Inventory control
- Organizational skills
- Data analysis and reporting
- Helpdesk support and troubleshooting
- Training development and delivery
- Problem solving strategies
- Effective communication
Skills
Able to uphold a friendly disposition with a focus on resolving issues as efficiently as possible., Quick learner with an ability to recall important and relevant technical details., Provides clear and helpful instructions with the desire to motivate individuals to achieve goals as a team., Familiarity with systems and practices that encourage effective use of resources., Organizational and management skills necessary to keep systems running accurately and efficiently.
Timeline
Sr. Answer Team Consultant - Underwriting
Aetna
06.2016 - 11.2019
Underwriting Analyst
Digital Intelligence Systems, LLC (Disys) Aetna Healthcare
09.2013 - 01.2014
CSR Insurance Underwriter
Progressive Insurance
06.2011 - 06.2013
ATM Field Dispatcher
Wincor-Nixdorf
08.2010 - 01.2011
High School Diploma -
Central High East