Kim Sullivan
Fresno,CA
Summary
Adept Quality Specialist with a proven track record at CVS Aetna, enhancing customer satisfaction and optimizing quality processes. Leveraged critical thinking and professional telephone demeanor to exceed service goals and build positive relationships. Skilled in quality metrics and conflict resolution, consistently improved end-of-month quality results, demonstrating a strong commitment to excellence.
Overview
25
25
years of professional experience
Work History
Quality Specialist
CVS Aetna
Hartford, CT
08.2009 - 12.2024
- Review and evaluate customer interactions to ensure quality standards in customer service.
- Identify trends and opportunities to optimize quality processes and procedures.
- Prepared reports to communicate end-of-month quality results across the organization.
- Led calibration calls to identify areas for improvement and ensure adherence to the quality management program.
Customer Service Representative
Aetna Inc.
Hartford, CT
09.1999 - 08.2009
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Answered customer inquiries and provided accurate information regarding products and services.
- Developed positive relationships with customers through friendly interactions.
Education
Travel And Hospitality - Tourism And Travel Management
San Joaquin Valley College
Fresno, CA05-1985
High School Diploma -
Frankfurt American High School
Frankfurt, West Germany06-1984
Skills
- Building rapport
- Call center procedures
- Calm demeanor
- Conflict resolution
- Critical thinking
- Customer service
- Quality metrics
- Professional telephone demeanor
- Travel planning
Timeline
Quality Specialist
CVS Aetna
08.2009 - 12.2024
Customer Service Representative
Aetna Inc.
09.1999 - 08.2009
Travel And Hospitality - Tourism And Travel Management
San Joaquin Valley College
High School Diploma -
Frankfurt American High School
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