Summary
Overview
Work History
Education
Skills
Timeline
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Kathleen Diperna

Macclenny

Summary

Experienced and enthusiastic Consultant with track record of success across wide range of services. Possesses exceptional interpersonal, problem-solving and analytical skills to provide advice and expertise to client organizations improving business performance. Experienced in all aspects of operations, strategy and finance. Effective advisor communicates well with people of all ages and backgrounds. Excellent eye for detail enabling quick identification of areas for improvement and suggesting strategies to help businesses reach goals. Focused on introducing efficient systems and processes.

Overview

22
22
years of professional experience

Work History

Senior Eligibility Consultant

Aetna/CVS Health
12.2014 - Current


  • Delivered outstanding service to clients to maintain and extend relationship for future business opportunities.
  • Liaised with customers, management, and sales team to better understand customer needs and recommend appropriate solutions.
  • Collaborated with cross-functional teams to successfully deliver comprehensive solutions for clients.
  • Set up and maintaining electronic eligibility files.
  • Coding ID cards for multiple customers.
  • Providing weekly error reports in Excel format
  • Some experience in mapping.

Call Quality Assurance Specialist

Aetna /CVS Health
05.2009 - 12.2012
  • Followed all company policies and procedures to deliver quality work.
  • Developed strong client relationships through consistent communication and attentive service.
  • Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
  • Interpreted clients' needs and introduced services to fit specific requirements.

Customer Service Professional

Aetna
11.2002 - 05.2009
  • Assisted customers by answering questions and responding to inquiries.
  • Developed rapport with customers through active listening and empathetic communication, resulting in enhanced satisfaction levels.
  • Consistently met performance metrics by setting personal goals and seeking feedback from supervisors for continuous improvement.



Education

Education And Business Mangement

Slippery Rock University
Slippery Rock, PA

Skills

  • Problem-Solving
  • Attention to Detail
  • Team Leadership & Development
  • Client Relationships
  • Issue Resolution
  • Customer Relationship Management

Timeline

Senior Eligibility Consultant

Aetna/CVS Health
12.2014 - Current

Call Quality Assurance Specialist

Aetna /CVS Health
05.2009 - 12.2012

Customer Service Professional

Aetna
11.2002 - 05.2009

Education And Business Mangement

Slippery Rock University

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Kathleen Diperna