Arthur Presley
Dallas,TX
Summary
Over 10 years of experience in customer service both internal and external. Root Cause Problem Solving expert, self-motivated Quality Assurance Analyst with outstanding oral and written communication skills. Extensive knowledge in computer software development. Solid background performing quality assurance testing and consultative services for customers.
Overview
12
12
years of professional experience
Work History
Quality Assurance Analyst
Aetna Inc
06.2022 - Current
- Supported company in maintaining work environment focused on quality, communication, collaboration, integration, and teamwork.
- Mentored and coached team members on QA topics and strategies.
- Organized and maintained work environment to allow for maximum productivity.
- Fixed identified issues to improve workflows.
- Reviewed public-facing information for accuracy, relevancy and timeliness as desired by leadership.
- Fixed identified issues to increase productivity and boost workflows.
- Assisted teammates in developing skills necessary to grasp application concepts and tool suite.
Senior Customer Service Representative
Aetna Inc
10.2017 - 06.2022
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Responded to customer calls and emails to answer questions about products and services.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Researched and rapidly resolved client conflicts to maintain key accounts.
- Educates customers on various elements of benefit plan information and available services created to enhance the overall customer service experience with the company (i.e., assistance with Aetna Navigator).
- Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings.
Customer Service Representative
Aetna Inc
11.2014 - 10.2017
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
Corporate Customer Service Representative
Gold's Gym
06.2011 - 11.2014
- Updated account information to maintain customer records.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Delivered prompt service to prioritize customer needs.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Cross-trained and provided backup support for organizational leadership.
- Educated customers about billing, payment processing and support policies and procedures.
Education
Bachelor of Science - Human Resource & Business Management
DeVry University
Irving, TX06.2026
High School Diploma -
Neville High School
Monroe, LA05.2018
No Degree - Criminal Justice
Grambling State University
Grambling, LA2009
Skills
- Testing Plans
- Programming Issue Identification
- Monitoring
- Group Presentations
- Mentoring
- Knowledgeable in Microsoft Excel, Microsoft Outlook
- Highly efficient in Benefits, Claims, Quality call audits
- Trainer instructor for over 25 onboarding new hires
- Time Management
- Quality Control Analysis
Languages
English
Full Professional
Timeline
Quality Assurance Analyst
Aetna Inc
06.2022 - Current
Senior Customer Service Representative
Aetna Inc
10.2017 - 06.2022
Customer Service Representative
Aetna Inc
11.2014 - 10.2017
Corporate Customer Service Representative
Gold's Gym
06.2011 - 11.2014
Bachelor of Science - Human Resource & Business Management
DeVry University
High School Diploma -
Neville High School
No Degree - Criminal Justice
Grambling State University
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