Maureen Cedeno
Ft. Pierce,FL
Summary
Experienced in all major prescription drug plans and how insurance works for customers
Overview
14
14
years of professional experience
Work History
Client Support Associate
Cigna Evernorth
St Louis, MO
07.2024 - 01.2026
- Provided exceptional client support through effective communication and problem-solving skills.
- Assisted clients in navigating healthcare options, ensuring understanding of policy details and benefits.
- Collaborated with cross-functional teams to resolve client inquiries efficiently and accurately.
- Streamlined processes for handling claims, improving turnaround time for client requests.
- Maintained comprehensive knowledge of Cigna Evernorth services to enhance client interactions.
- Documented client interactions meticulously, ensuring accurate records for follow-up actions.
- Adapted quickly to new software systems, enhancing overall workflow efficiency within the team.
- Facilitated training sessions for new support associates, promoting best practices in client service delivery.
- Reduced resolution times by implementing best practices in customer service and workflow management.
- Developed a deep understanding of company products and services to effectively address client inquiries or concerns.
Resolution Team Leader
Cigna Evernorth
St Louis, MO Work At Home
01.2022 - 07.2024
- Mentored team members, fostering professional growth and enhancing overall team performance.
- Developed training materials and conducted workshops to elevate staff competencies and knowledge retention.
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
- Resolved customer inquiries through multiple communication channels, ensuring timely and accurate responses.
- Processed customer orders efficiently, maintaining order accuracy and ensuring prompt delivery.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Led resolution team in addressing customer inquiries and complaints effectively.
Customer Service Representative
Express Scripts
Port St Lucie Fl Work At Home
11.2011 - 01.2023
- Assisted in training new team members on customer service protocols and best practices.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
Education
High School Diploma -
Miami Coral Park
Miami, FLSkills
- Client relationship building
- Sales support
- Software troubleshooting
- Strong work ethic
Timeline
Client Support Associate
Cigna Evernorth
07.2024 - 01.2026
Resolution Team Leader
Cigna Evernorth
01.2022 - 07.2024
Customer Service Representative
Express Scripts
11.2011 - 01.2023
High School Diploma -
Miami Coral Park