Mary Waterman
Peytona,WV
Summary
Dynamic Senior Resolutions Agent with proven expertise in problem-solving, communication, and member satisfaction. Successfully orchestrated resolutions for high-risk cases, enhancing service delivery and fostering positive member experiences.
Overview
3
3
years of professional experience
Work History
Senior Resolutions Agent
Aetna, a CVS Health
02.2023 - Current
- Provided exceptional member support by resolving inquiries and issues efficiently.
- Educated members on insurance products, enhancing understanding and satisfaction.
- Reviewed policy renewals and updates, ensuring compliance with company standards.
- Collaborated with team members to streamline processes and improve service delivery.
- Analyzed member feedback to identify areas for service improvement and training needs.
- Informed members of policies and procedures.
- Maintained accurate records of member communications, transactions, policies, and other relevant documentation for seamless operations within the agency.
- De-escalated and resolved member complaints with punctual, polite and professional service.
- Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
- Enhanced member satisfaction by promptly addressing inquiries and providing accurate information on products and services.
- Assisted members in navigating the claims process, ensuring timely resolution of issues and optimal outcomes.
- Consistently met compliance requirements for the agency by promptly completing mandatory continuing education courses and staying current on industry regulations.
- Assisted compliance with regulatory requirements, maintaining company's reputation.
- Boosted team productivity by implementing collaborative communication platform.
- Assisted in training sessions for new agents, elevating overall team performance.
- Increased member satisfaction with personalized follow-up strategies.
- Collected, arranged, and input information into database system.
- Optimized the member experience by delivering superior services and effectively troubleshooting issues.
- Orchestrated resolution for high-risk escalated cases across multiple platforms—including Executive, Regulatory, BBB, Department of Insurance, Social Media and Broker Relations—consistently meeting firm, time-sensitive deadlines.
- Mentored new hires across multiple training classes and coached team members to increase efficiency within the resolution team.
Education
High School Diploma -
Richmond Hill High School
Richmond Hill, GA05-1994
Skills
- Problem-solving skills
- Positive attitude
- Problem-solving
- Documenting information
- Ensuring member satisfaction
- Critical thinking
- Conflict resolution
- Information documentation
- Strong communication
- Attention to detail
- Organizational skills
- Goal-oriented mindset
- Clear communication
- Relationship building
- Member complaint resolution
Timeline
Senior Resolutions Agent
Aetna, a CVS Health
02.2023 - Current
High School Diploma -
Richmond Hill High School