Pamela Narvaez
Winter Haven,FL
Summary
Experienced client service professional with a strong background in benefits support, issue resolution, and account coordination. Known for resolving complex client concerns, maintaining accurate records, and working across teams to deliver timely solutions. Brings strong organizational skills, calm communication, and a commitment to service excellence.
Overview
1
1
Language
1
1
Certification
11
11
years of professional experience
Work History
Dedicated Client Service Partner
Cigna Healthcare
Lake Mary, FL
11.2015 - 12.2026
- Engage customers in conversation to identify needs, solve issues, and answer benefit questions.
- Deliver high-quality customer service to address issues in a timely manner.
- Promote customer satisfaction by resolving problems with knowledgeable, friendly service.
- Improve customer satisfaction by answering questions, recommending solutions, and resolving issues quickly.
- Use problem-solving skills to resolve complex customer concerns.
- Resolve complex issues by working with other departments to deliver solutions aligned with customer needs.
- Handle client issues through clear follow-up and timely escalation.
- Support escalated cases with clear updates and prompt follow-up.
- Track open cases and maintain consistent follow-up with customers until resolved and closed.
- Coordinate with internal teams to deliver timely solutions aligned with client requirements.
- Coordinate with internal teams to support service delivery.
- Resolve prior authorization issues by working with appropriate teams.
- Review account details to maintain accurate client records and updates.
- Strengthen client relationships through proactive support and consistent service coordination.
- Maintain professional communication across customer service interactions.
- Maintain HIPAA compliance while handling sensitive healthcare information.
- Document customer interactions for future reference.
- Respond to customer inquiries by phone, email, or text support.
- Explain benefits and processes clearly.
- Remain calm and professional in stressful situations to diffuse tense interactions.
- Build strong customer relationships through personalized assistance and friendly support.
- Escalate complex customer concerns to appropriate departments for resolution.
- Support sales team to drive growth and development.
- Address customer complaints promptly and efficiently.
- Provide exceptional customer service to support customer satisfaction.
- Work closely with broker and team daily to maintain and grow relationships.
- Review weekly eligibility error reports and work with clients and internal eligibility specialist to maintain accurate member information.
- Participate in weekly, bi-weekly, semi-monthly, and monthly client meetings.
Education
High School Diploma -
Forest Hills High School
Forest Hills01-1987
Skills
- Account management and client engagement
- Benefits explanation and service coordination
- Case management and issue resolution
- Problem solving and conflict resolution
- Salesforce proficiency and organizational skills
- Relationship building and multitasking
- Problem solving
- Salesforce proficiency
- Organizational skills
- Relationship building
- Conflict resolution
- Multitasking
Languages
Spanish
Native/ Bilingual
Certification
- 240 Health License
Timeline
Dedicated Client Service Partner
Cigna Healthcare
11.2015 - 12.2026
High School Diploma -
Forest Hills High School