Michele Edwards
4273 W. Cambridge, Fresno,CA
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Sr. Plan Sponsor Service Consultant
Aetna Of CVS Health
08.2006 - 04.2023
- Delivered outstanding service to clients to maintain and extend relationship for future business opportunities.
- Analyzed problematic areas to provide recommendations and solutions.
- Liaised with customers, management, and sales team to better understand customer needs and recommend appropriate solutions.
- Managed multiple deadlines across several businesses to meet dynamic needs of multiple clients.
- Created and developed detailed work plans to meet business priorities and deadlines.
- Supported clients with business analysis, documentation, and data modeling.
- Collaborated with teams to define, strategize, and implement marketing and web strategies.
- Aligned closely with business owners and employees to gather information and gain operational insight.
- Organized and analyzed primary and secondary research to understand industry, market and company trends.
- Prepared presentations to explain revisions, enhancements and process improvements of organization's systems and programs.
- Integrated technology and business operations to identify targeted solutions to customer issues.
- Onboarded and managed new client accounts to boost retention rates.
- Implemented practices and procedures to reduce expenditures and increase savings.
- Created monthly forecast templates and resource management allocations for approved projects.
- Renegotiated outsourcing contracts to save considerable costs.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Automated system e-commerce features to improve client sales.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered prompt service to prioritize customer needs.
- Educated customers about billing, payment processing and support policies and procedures.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
Education
Associate of Arts - Psychology
Fresno City College
Fresno, CA06.2001
Skills
- Server Management
- Continuous Improvement Process
- Honesty and Integrity
- Consultative Sales Approach
- Analysis
- Software Troubleshooting
- Client Engagement
- Team Leadership
- Project Management
- Financial Consulting
- Customer Loyalty
Certification
- MBSR Certified License - 2016-Current
Timeline
Sr. Plan Sponsor Service Consultant
Aetna Of CVS Health
08.2006 - 04.2023
Associate of Arts - Psychology
Fresno City College
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