Summary
Overview
Work History
Education
Skills
COURSES
Timeline
Generic

Eileen Kennedy

Wesley Chapel,US

Summary

Experienced professional dedicated to delivering exceptional customer service across diverse client base. Demonstrated proficiency in promptly identifying customer requirements and offering tailored solutions. Skilled in resolving customer concerns and sharing comprehensive product insights. Committed to optimizing service procedures for enhanced efficiency and client satisfaction.

Overview

25
25
years of professional experience

Work History

Sr. Service Advocate

Aetna, a CVS Health
01.2024 - Current
  • Facilitated resolution of complex customer inquiries and concerns to enhance satisfaction and retention.
  • Collaborated with cross-functional teams to drive initiatives that improved overall customer experience.
  • Conducted in-depth research on complex problems to bring about satisfactory resolutions.
  • Acted as a liaison between clients and various departments within the company; ensured all parties were informed and aligned on pertinent matters.
  • Managed escalated cases effectively, ensuring timely resolution while maintaining high service standards.

Sr. Customer Service Representative

Aetna, CVS Health
09.2000 - 01.2024
  • Provides excellent customer service to a diverse range of clients, building strong relationships and ensuring high levels of satisfaction.
  • Handles escalated situations calmly while maintaining positive relationships with customers throughout the process.
  • Gives accurate and appropriate information to answer questions, troubleshoot issues and resolve complaints.
  • Demonstrates ability to work independently under minimal supervision while meeting daily objectives and goals.

Education

Diploma -

The Morgan School
Clinton, CT
06.1988

Skills

  • Customer service expertise
  • Inbound Calls
  • Effective communication
  • Critical thinking and analysis
  • Eligibility Verification
  • Benefits analysis
  • Conflict resolution skills
  • Customer-focused technical assistance
  • Cross-team communication

COURSES

  • SEP 2000 - PRESENT
  • Aetna, CVS Health

Timeline

Sr. Service Advocate

Aetna, a CVS Health
01.2024 - Current

Sr. Customer Service Representative

Aetna, CVS Health
09.2000 - 01.2024

Diploma -

The Morgan School

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