Michelle Allen
Buckeye
Summary
Detail-oriented service advocate dedicated to enhancing member experience through effective communication and complex issue resolution. Proven track record in mentoring junior staff and streamlining service processes that resulted in high satisfaction rates. Committed to leveraging interpersonal skills to foster team success.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Sr. Service Advocate
Aetna, A CVS Health
Buckeye
10.2018 - Current
- Resolved complex service issues through effective communication and problem-solving skills.
- Collaborated with internal teams to streamline service processes and enhance member experience.
- Mentored junior staff on best practices for member support and service delivery.
- Conducted training sessions to improve team knowledge of products and services offered.
- Handled escalated customer concerns in a professional manner to ensure satisfaction was achieved.
Trainer
Aetna, a CVS Health
Arlington
03.2016 - 10.2018
- Developed training materials for diverse employee skill levels.
- Facilitated onboarding sessions for new hires to ensure smooth transitions.
- Collaborated with departments to identify training needs and objectives.
- Evaluated training effectiveness through feedback and assessments.
- Managed training schedules and logistics for various programs.
- Trained newly hired top talent to fill key positions and maximize productivity.
- Adapted teaching methods according to the needs of individual learners or groups.
- Provided constructive feedback and positive reinforcement to keep trainees motivated.
Sr. Customer Service Representative
Aetna, a CVS Health
Arlington
06.2013 - 03.2016
- Managed incoming calls from customers while providing exceptional service.
- Resolved customer inquiries by utilizing company knowledge base effectively.
- Responded promptly to inquiries from customers about products or services.
- Assisted customers by answering questions, addressing concerns and providing current account information.
- Consulted with customers regarding needs and addressed concerns.
- Handled difficult situations with tact, diplomacy, and professionalism.
Education
No Degree - Business Administration And Management
Maricopa Community Colleges - Rio Salado Community College
Tempe, AZ04-1998
High School Diploma -
Trevor Browne High School
Phoenix, AZ05-1994
Skills
- Customer service expertise
- Service issue resolution
- Effective Customer Service
- Customer Experience
- Customer Loyalty
- Member services
- Health insurance knowledge
- Technical support
- Service operations
- Quality assurance
- Performance evaluation
- Training development
- Onboarding facilitation
- Team management
- Team collaboration
- Problem solving
- Decision-making
- Escalation handling
- Attention to detail
- Time management
- Calm under pressure
- Customer needs assessment
- Problem resolution
- Continuous improvement
- Technical Guidance
- Strong leadership
- Professionalism
- Customer data confidentiality
- Problem resolution
- Continuous improvement
Certification
- Licensed P&C Independent Adjuster, 2022
- State Farm Estimatics Certification, 2022
- State Farm Policy Certification, 2022
- Lean Sigma Yellow Belt Certification, 2017
Timeline
Sr. Service Advocate
Aetna, A CVS Health
10.2018 - Current
Trainer
Aetna, a CVS Health
03.2016 - 10.2018
Sr. Customer Service Representative
Aetna, a CVS Health
06.2013 - 03.2016
No Degree - Business Administration And Management
Maricopa Community Colleges - Rio Salado Community College
High School Diploma -
Trevor Browne High School