Ciara Kelly
Slatington,PA
Summary
With a proven track record at Aspen, I excel in leveraging exceptional interpersonal communication and Microsoft Office skills to enhance customer satisfaction. My leadership significantly reduced complaints by fostering a culture of problem-solving and customer-centric service, achieving notable improvements in customer loyalty and operational efficiency.
Professional with experience in customer service leadership, prepared for this role. Skilled in team collaboration, conflict resolution, and driving performance improvement. Strong focus on achieving results and adapting to changing needs. Known for reliability, communication skills, and fostering positive team environment.
Diligent [Desired Position] with solid background in managing customer service teams and optimizing customer satisfaction. Spearheaded initiatives that improved service quality and response times. Demonstrated leadership and conflict resolution skills in high-pressure environments.
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Customer service management professional experienced with inbound and outbound customer service and collections. Team player with exceptional listening and critical thinking skills. Personable personality that helps avoid call escalations.
Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement.
Collaborative leader partners with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
11
11
years of professional experience
Work History
Customer Service Manager
Aspen
01.2021 - 10.2024
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
- Boosted customer retention rates through exceptional problem-solving skills and relationship-building efforts.
- Developed new scripts and guidelines for team members, resulting in more consistent messaging and better overall communication with customers.
- Collaborated with sales teams to develop tailored solutions for prospective clients, resulting in increased revenue generation opportunities.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Managed senior-level personnel working in marketing and sales capacities.
- Developed detailed plans based on broad guidance and direction.
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
Customer Service Advocate (remote)
Sundue
11.2018 - 12.2020
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volume during peak hours, prioritizing urgent cases while maintaining attention to detail.
- Adapted quickly to changes in company policies or systems, ensuring minimal disruption in service delivery during transitions.
- Built long-term, loyal customer relations by providing top-notch service and detailed order, account, and service information.
- Maintained up-to-date knowledge of product and service changes.
- Investigated and resolved customer inquiries and complaints quickly.
- Educated customers about billing, payment processing and support policies and procedures.
- Cross-trained and backed up other customer service managers.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Investigate and resolve customer complaints or concerns by working collaboratively with internal departments.
- Escalate complex issues to senior team members or specialized teams as needed.
- Educate clients on available insurance products, benefits, and resources to help them make informed decisions.
- Act as a trusted advocate by providing personalized support tailored to customer's needs.
- Accurately document all customer interactions in Sundue Insurance's CRM system.
- Maintain compliance with industry regulations and company policies, including data privacy and confidentially standards.
- Identified and resolved discrepancies and errors in customer accounts.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
Customer Service Rep (remote)
Aetna
01.2014 - 09.2018
- Increased customer satisfaction by addressing and resolving complaints in a timely manner.
- Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Enhanced company reputation by providing exceptional customer service and support.
- Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Handle inbound calls, emails, or chat inquiries professionally and efficiently.
- Assist members with questions about benefits, coverage, eligibility, and claims,
- Provide clear explanations and guide members on how to navigate Aetna's online tools.
- Educate customer on their healthcare benefits and wellness resources.
- Proactively identity ways to enhance the member experience.
- Adhere to HIPPA and company privacy policies.
- Maintain accurate records of customer interactions using Aetna's systems
- Investigate and resolve billing discrepancies or claims adjustments.
- Resolve customer issues, escalating complex cases to the appropriate teams when necessary.
- Using GPS to check members benefits and make sure that COB and Deductions/ Coinsurance were up to date.
Education
High School Diploma -
Harrisburg Science And Technology
Harrisburg, PA06-2009
Skills
- Customer service
- Problem-solving
- Microsoft outlook, word, and Excel
- Customer focused
- Time management
- Training and mentoring
- Decision-making
- Customer relations
- Adherence to high customer service standards
- Exceptional interpersonal communication
- Customer relationship management (CRM)
- Exceptional telephone etiquette
- Conflict resolution techniques
- Employee scheduling
Timeline
Customer Service Manager
Aspen
01.2021 - 10.2024
Customer Service Advocate (remote)
Sundue
11.2018 - 12.2020
Customer Service Rep (remote)
Aetna
01.2014 - 09.2018
High School Diploma -
Harrisburg Science And Technology
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