Jennifer Rosenberg
RISING SUN,Maryland
Summary
Senior Customer Service Representative with proven expertise in problem resolution and call center operations at Coventry/Aetna/CVS Health. Achievements include significant improvements in customer satisfaction and successful mentoring of new hires. Recognized as a Subject Matter Expert in provider inquiries, consistently surpassing service level guidelines while demonstrating strong multitasking and communication abilities.
Overview
13
13
years of professional experience
Work History
Sr. Customer Service Representative
Coventry / Aetna / CVS Health
02.2012 - Current
- Resolved customer service issues using company processes and policies and provided updates to providers.
- Enhanced customer satisfaction by promptly addressing and resolving complex inquiries and complaints.
- Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
- Mentored new hire team members, contributing to their professional development and overall team success.
- Educated providers about billing, payment processing and support policies and procedures.
- Exceeded company guidelines for service levels, handle time and productivity.
- Responded proactively and positively to rapid change.
- Achieved completion of Upward Bound program in June 2024.
- Collaborated on numerous projects within several departments including Appeals, COB, Claims.
Education
High School Diploma -
Spotswood High
Spotswood NJ06-1990
Skills
- Call center operations
- Problem resolution
- Quality assurance
- Understanding customer needs
- Call control
- Skilled with Microsoft Office suite
- Professional telephone demeanor
- Claims processing
- Subject Matter Expert (SME)
- Call tracking management
Check tracer coordination
Remittance request processing - Trained on Availity answering providers questions
Timeline
Sr. Customer Service Representative
Coventry / Aetna / CVS Health
02.2012 - Current
High School Diploma -
Spotswood High
Similar Profiles
Wendi BognarWendi Bognar
Project Manager, Program Design and Strategy at CVS Health / Aetna / Coventry Health CareProject Manager, Program Design and Strategy at CVS Health / Aetna / Coventry Health Care
Susan FinizioSusan Finizio
Account Executive at CVS HEALTH CORPORATION/Aetna/Coventry HealthcareAccount Executive at CVS HEALTH CORPORATION/Aetna/Coventry Healthcare
CHRISTINE DOLSCHRISTINE DOLS
SENIOR MANAGER, NETWORK CONTRACTING at Aetna, a CVS Health Company (First Health Network)SENIOR MANAGER, NETWORK CONTRACTING at Aetna, a CVS Health Company (First Health Network)
Kily ChapmanKily Chapman
Registered Nurse at Christiana HospitalRegistered Nurse at Christiana Hospital
Emily-Kate WintersgillEmily-Kate Wintersgill
College Student at Towson UniversityCollege Student at Towson University