Summary
Overview
Work History
Education
Skills
Timeline
Generic

Jill Boniecki

Rexford,NY

Summary

Hardworking employee with over 25 years of experience.

  • Leadership & Mentoring: Supports and coaches peers, shares knowledge, and serves as a resource for complex questions and situations.
  • Exceptional Customer Service: Builds strong relationships while effectively addressing concerns and creating positive customer/member experiences.
  • Problem-Solving: Analyzes complex issues, identifies root causes, and develops effective solutions while following company policies and procedures.
  • Communication: Communicates clearly and professionally with customers, peers, leadership, and other departments.

Overview

26
26
years of professional experience

Work History

Senior Service Advocate

Aetna/CVS Healthcare
Hartford, CT
04.2003 - Current
  • Trained new advocates on customer service protocols and Quickbase to enhance service delivery
  • Analyzed member feedback to identify service improvement opportunities.
  • Researched routine and complex issues in order to develop most successful plan to
  • resolve concerns.
  • Took inbound telephone calls from members and providers during contingency schedules
  • Provided actionable feedback to customer service representatives to elevate performance and knowledge
  • Maintained commitment to members and providers by ensuring consistent follow-up until resolution was achieved

Quality Assurance Specialist

Aetna/CVS Healthcare
Hartford, CT
04.2019 - 04.2023
  • Participated in training classes as a SME
  • Held weekend training classes to assist new customer service representatives
  • Completed new hire audits
  • Took incoming calls from customer service representatives who needed assistance on member and provider calls

Customer Service Representative

Aetna/CVS Healthcare
Hartford, CT
10.2000 - 04.2019
  • Documented customer interactions accurately in the system.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.

Education

Burnt Hills/Ballston Lake High School
Burnt Hills , NY

Skills

  • Customer service professional
  • HIPPA compliance
  • Professional phone etiquette
  • Works well independently
  • Pleasant demeanor

Timeline

Quality Assurance Specialist

Aetna/CVS Healthcare
04.2019 - 04.2023

Senior Service Advocate

Aetna/CVS Healthcare
04.2003 - Current

Customer Service Representative

Aetna/CVS Healthcare
10.2000 - 04.2019

Burnt Hills/Ballston Lake High School
Jill Boniecki