Summary
Overview
Work History
Education
Skills
Timeline
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Nicole McDonald

Clarksville,TN

Summary

Proficient Senior Service Advocate successful at delivering thorough and knowledgeable support to healthcare plan members. Experienced in working in high-volume call center settings. Bringing 10 years' experience and a strong dedication to customer service.

Overview

10
10
years of professional experience

Work History

Sr. Service Advocate

Aetna
Clarksville
08.2022 - Current
  • Accessing members' medical files in the GPS system.
  • Managed incoming calls from members regarding medical and pharmacy benefits.
  • Answered incoming calls, providing frontline customer support and assistance with claims.

Customer Service Representative

Agero
Clarksville
05.2017 - 08.2022
  • Dispatched Service Providers to provide assistance to stranded motorists
  • Recorded information regarding customer complaints and any instances of vehicle damage caused by Service Providers.

Customer Service Representative

Convergys
Clarksville
10.2014 - 04.2017
  • Maintained organized and detailed logs of all customer engagements
  • Processed customer payments and set up payment arrangements
  • Referred unresolved customer grievances to designated departments for further investigation.

Education

Bachelor of Science: Criminal Justice -

American InterContinental University
04.2022

Associates of Arts: Business Administration -

American InterContinental University
11.2010

Skills

  • Customer service expertise
  • Member services
  • Active Listening
  • Case Management
  • Attention to Detail
  • Workflow Management

Timeline

Sr. Service Advocate

Aetna
08.2022 - Current

Customer Service Representative

Agero
05.2017 - 08.2022

Customer Service Representative

Convergys
10.2014 - 04.2017

Bachelor of Science: Criminal Justice -

American InterContinental University

Associates of Arts: Business Administration -

American InterContinental University

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Nicole McDonald