Michelle Araiza

Aetna

04.2010 - Current

Offered advice and assistance to customers, paying attention to special needs or wants.
Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Updated account information to maintain customer records.
Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Answered constant flow of customer calls with minimal wait times.
Participated in team meetings and training sessions to stay informed about product updates and changes.
Responded to customer requests for products, services, and company information.
Promptly responded to inquiries and requests from prospective customers.
Met customer call guidelines for service levels, handle time and productivity.
Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Investigated and resolved accounting, service and delivery concerns.
Trained new personnel regarding company operations, policies and services.
Followed up with customers about resolved issues to maintain high standards of customer service.
Answered customer telephone calls promptly to avoid on-hold wait times.
Utilized customer service software to manage interactions and track customer satisfaction.
Investigated and resolved customer inquiries and complaints quickly.
Educated customers about billing, payment processing and support policies and procedures.
Cross-trained and backed up other customer service managers.