Ashley Michaels
Summary
Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Hardworking Leadership Team Member bringing great personnel management and motivational abilities. Helps drive team growth and enhance results through hands-on, proactive oversight of daily operations. Always ready to help personnel and managers achieve shared goals.
Overview
3
3
years of professional experience
Work History
Customer Service Advocate
Aetna
105 mall blvd
10.2023 - Current
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Educated customers about Aetna's products and services to enhance their experience.
- Collaborated with team members to streamline service processes and improve efficiency.
- Documented customer interactions accurately in the CRM system for future reference.
- Assisted customers in navigating health insurance claims and benefits information.
- Trained new hires on customer service protocols and Aetna's systems for consistency.
- Provided feedback to management on customer trends and common issues encountered.
- Maintained a positive attitude while handling challenging customer situations professionally.
- Supervised daily operations to ensure efficient workflow and team productivity.
- Resolved customer inquiries and complaints to enhance service quality and satisfaction.
- Complied with company policies, objectives and communication goals.
Education
McKeesport
1960 Eden Park Blvd , PaSkills
- Customer relationship management
- Health insurance navigation
- CRM documentation
- Process improvement
- Team collaboration
- Service quality enhancement
- Led by example to support team performance and adherence to service standards
- Assisting in monitoring workflow and ensuring coverage during peak hours
- Helped maintain team performance goals and quality benchmarks
- Identified trends in customer concerns and recommended improvements
- Employee training
- Problem solving
- Time management
- Computer proficiency
- Microsoft office expertise
- Data collection
- Call center experience
Timeline
Customer Service Advocate
Aetna
10.2023 - Current
McKeesport