Chadricka Bluntson
San Antonio,TX
Summary
Passionate and dedicated customer service professional with a proven track record of going above and beyond to exceed customer expectations. Known for delivering exceptional service and building strong rapport with clients through attentive listening, empathy, and problem-solving skills. Adept at anticipating customer needs and providing personalized solutions to ensure satisfaction. Committed to representing the company brand with professionalism and integrity. Demonstrated ability to handle challenging situations with patience and diplomacy, resulting in positive outcomes and customer loyalty.
Overview
9
9
years of professional experience
Work History
Telesales Representative
Aetna, a CVS Health Company
Hartford, CT
01.2020 - Current
- Educating beneficiaries about Medicare basics, including Parts A, B, C, and D
- Explaining differences between:Medicare Advantage (MAPD/MA)
Medicare Supplement (Medigap)
Prescription Drug Plans (PDP)
Ancillary products such as dental, vision, hearing, hospital indemnity, cancer/heart attack/stroke plans, and life insurance - Conducting needs assessments to identify suitable plan options based on a client’s doctors, prescriptions, budget, and healthcare needs
- Presenting plan benefits, premiums, copays, provider networks, and formularies
- Enrolling members into plans through phone/ virtual
- Following CMS Medicare compliance regulations, including Scope of Appointment (SOA) rules and required disclosures
- Maintaining state insurance licenses and completing annual Medicare certifications/AHIP training
- Handling inbound leads, warm transfers, or outbound follow-up calls to prospective members
- Building and maintaining a book of business with renewal and retention activities
- Assisting existing members with:Plan questions
ID cards
Pharmacy issues
Provider searches
Coverage concerns - Cross-selling approved ancillary products when appropriate and compliant
- Meeting monthly sales goals, KPIs, compliance standards, and quality metrics
- Documenting customer interactions in CRM systems and maintaining accurate records
- Staying current on annual Medicare changes, carrier updates, and product launches during AEP/OEP seasons
CLIENT RELATION SPECIALIST
TEXANA CENTER
08.2019 - 12.2020
- Handle a high volume of incoming calls efficiently, managing call queues and adhering to established protocols and service level agreements.
- Document all customer interactions accurately and thoroughly in the CRM system, ensuring data integrity and accessibility for future reference and analysis.
- Utilize conflict resolution techniques to turn negative experiences into positive outcomes.
- Monitored ongoing feedback trends and adjustments, ensuring continuous alignment with customer needs and expectations.
- Provide constructive feedback and insights to management on process improvements, customer trends, and potential areas for optimization, contributing to a culture of continuous improvement and excellence.
CALL CENTER REPRESENTATIVE
Memorial Hermann Health System
Houston, TX
06.2017 - 07.2019
- Handle a high volume of incoming calls efficiently, managing call queues and adhering to established protocols and service level agreements.
- Document all customer interactions accurately and thoroughly in the CRM system, ensuring data integrity and accessibility for future reference and analysis.
- Utilize conflict resolution techniques to turn negative experiences into positive outcomes.
- Monitored ongoing feedback trends and adjustments, ensuring continuous alignment with customer needs and expectations.
- Provide constructive feedback and insights to management on process improvements, customer trends, and potential areas for optimization, contributing to a culture of continuous improvement and excellence.
Education
Undergraduate - Nursing
St. Phillip’s University
San Antonio, TX05.2026
Diploma - All Studies
El Campo High School
El Campo, TX06.2011
Skills
- Excellent Communication
- Active Listening
- Conflict Resolution
- Stress Management
- Automation Tools
- Technical Proficiency
- Typing Speed & Accuracy
- Complex Problem Solving
- Complaint Handling
- Interpersonal Skills
- Process Improvement
- Documentation Management
- CRM Systems
- Multi-tasking
- Emotional Intelligence
- Customer Feedback
- Time Management
- Customer Service
- Task Management Software
- Strong Leadership
- Remote Work Proficiency
- Conflict Management
- Call Center Operations
- Computer Proficiency
- Quality Assurance
- Resourcefulness
Timeline
Telesales Representative
Aetna, a CVS Health Company
01.2020 - Current
CLIENT RELATION SPECIALIST
TEXANA CENTER
08.2019 - 12.2020
CALL CENTER REPRESENTATIVE
Memorial Hermann Health System
06.2017 - 07.2019
Diploma - All Studies
El Campo High School
Undergraduate - Nursing
St. Phillip’s University