Dacha Stephens
Dallas
Summary
Qualified Client Advocate with strong track record in client relationship management and conflict resolution. Successfully facilitated numerous client interactions, ensuring satisfaction and loyalty. Demonstrated expertise in communication and problem-solving skills.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Client Advocate
Aetna/CVS Health
Dallas, TX
07.2024 - Current
- Answer live chat questions from Customer Service Representative (CSR)
- Answer questions and resolve issues with individualized customer service based on escalated phone calls from providers.
- Conduct thorough reviews of recorded CSR calls involving time-sensitive escalations identified by the Litigation team
- Preliminary review of escalated provider appeals to ensure each case met established escalation criteria before routing to the appeals for processing.
- Analyze Lifeline Support questions to identify common trends, frequently asked questions, and recurring areas of process gaps
- Serve as a CA Mentor in the Soft-Landing Workgroup by providing guidance and real-time support to new hires as they transition into their roles.
- Respond to new hire chat questions with accurate, timely, and supportive information while reinforcing policies, procedures, and best practices.
- Responded to live CSR inquiries through the Lifeline support chat, providing accurate, timely guidance on policies, procedures, and customer account issues.
- Delivered clear, solution-focused support to improve first-contact resolution and enhance CSR confidence and performance.
- Interpreted company policies and regulatory requirements to ensure consistent, compliant guidance.
- Resolved complex or escalated questions while maintaining high service standards and supporting operational efficiency.
- Identified recurring trends and knowledge gaps, providing feedback to leadership to improve training materials and processes.
- Conducted comprehensive ACE audit call reviews in accordance with Quality Standard Guidelines to ensure compliance with company policies and regulatory requirements.
- Evaluated customer interactions for accuracy, professionalism, policy adherence, and overall customer experience.
- Identified quality trends, coaching opportunities, and process improvement recommendations to enhance CSR performance.
Customer Service Representative
Aetna/CVS Health
Dallas, TX
08.2022 - 07.2024
- Answer questions and resolve issues with individualized customer service based on phone calls from providers.
- Build a trusting relationship with providers by engaging. Provide end to end accountability for the provider by providing information to answer all questions, additional plan details, benefit plan details, provider tools, Policy Bulletins etc.
- Utilize all applications and available resources to ensure provider call resolution and satisfaction for benefits and claims calls.
- Document all systems and track contacts with providers, provider representatives or any additional callers.
- Complete escalation tickets/inquiries when needed to assist with provider claims escalations concerns.
- Provide plan benefits, policy and procedures as well as having knowledge of resources to comply with any regulatory guidelines as needed.
- Provider assistance as a Mentor for new hire classes during nesting period via the Help Desk TEAMS chat.
- Use all tools to provider correct and accurate information to providers
- Provide Feedback during class debriefs for new hire classes
- Handle escalated calls for Provider Reps
- Diligently works to improve the rate of first call response and overall Excellent Customer Service
- Effectively Communicate with Supervisors, Claims Processors and Representatives both verbally and
Assistant Quality Manager
Teleperformance/Healthcare
Dallas, TX
10.2019 - 05.2021
- Manage daily quality team activities across multiple sites and one or more projects
- Perform spot checks and audits on reporting and processes implemented on the client program for consistency with Company Standards
- Determine whether agents are using proper procedures, and efficient and effective practices to provide excellent customer service and support
- Provide coaching feedback to site management on call monitoring analysis of agent call quality and CSAT data (or other relevant KPI's)
- Manage the quality team's daily, weekly and monthly call monitoring quotas for multiple sites
- Ability to build strong client, customer, and staff relationships
- Accurately compile, distribute, and analyze daily, weekly, and monthly Quality Analyst reports
- Complete all work assignments within given due dates
- Provide development and support to QA supervisors and QA teams
- Attend Company and client meetings and functions as assigned
- Maintain a set work schedule, but allow flexibility where and when needed to meet business demands
- Work additional hours as necessary to support the business needs
- Use Strategic and Visionary approach to issues; innovative problem solving skills
- Working knowledge of company financial objectives
- Host and facilitate Internal, External and/or QA team call calibrations and track those results
- Ensure all Company policies and procedures are adhered to, including but not limited to: Security, HR, Operations, etc., and any known infractions of any of these corporate policies and procedures are communicated to the proper Company Management immediately
- Other related tasks as assigned
Supervisory United Experience Survey (UES) Quality Analyst
Teleperformance/Healthcare
Dallas, TX
10.2015 - 11.2019
- Supervisor Quality analyst that review call from UES data and provide call coaching feedback to member advocates.
- Determine whether member advocates are using proper call flow processing and providing correct plan Information/plan of care to our members
- Compile and analyst daily and monthly data from UES surveys.
- Participate and conduct weekly calibration calls with the client and the team of analyst.
- Attend client calls as assigned.
- Analyze data from UES member satisfaction surveys and internal quality data.
- Supervise employees and the team performance.
- Review and approve employee leave request and manage employee time.
- Plan and assign team work assignments and duties.
- Provide adequate training for employees
- Coach UES analyst daily as needed to meet KPI's.
- Counsel and motivate employees daily.
- Conduct meetings and provide leadership to the team
- Provide coaching and survey feedback to site mangers and supervisors
- Make recommendations for incentive and process improvements
- Other duties as assigned
United Experience Survey Analyst UES Champ/Customer Care Professional
Teleperformance/Healthcare
Dallas, TX
09.2014 - 10.2015
- Review calls for quality control, coach the agent on findings and solutions for call improvement
- Keep daily Q&A monitoring logs, accomplish customer call backs
- Provide operations and floor support
- Participate in calibration meetings and process improvement calls
- Assist in training team members
- Assist members with plan specific questions
- Resolve or de-escalate member complaints
- Problem solve to minimize repeats callers
- Provide first call resolution process
- Effectively communicate with internal and external customers
- Maintain a working knowledge of client product by keeping abreast of policy and procedure changes
- Subject matter expert and other duties as assigned (SME)
Education
High School -
Wilmer Hutchins High School
01-1988
General Studies - undefined
Cedar Valley College
01-2014
Skills
- Client relationship building
- Paperwork assistance
- Telephone etiquette
- Assertiveness
- Strong organization
- Time management expertise
- Exceptional communication
- Goal setting and achievement
- Cross-functional teamwork
- Teamwork
- Customer service
- Problem-solving
- Attention to detail
- Multitasking
- Collaboration and teamwork
Certification
- Center Adjudications Officer Basic Training (ACAO)
- Customer Service Training
- Supervisor Customer Service Training
- Time Management & Organization Skills
- Immigration Information Officer Basic Training
- Microsoft Operating Systems
Timeline
Client Advocate
Aetna/CVS Health
07.2024 - Current
Customer Service Representative
Aetna/CVS Health
08.2022 - 07.2024
Assistant Quality Manager
Teleperformance/Healthcare
10.2019 - 05.2021
Supervisory United Experience Survey (UES) Quality Analyst
Teleperformance/Healthcare
10.2015 - 11.2019
United Experience Survey Analyst UES Champ/Customer Care Professional
Teleperformance/Healthcare
09.2014 - 10.2015
General Studies - undefined
Cedar Valley College
High School -
Wilmer Hutchins High School