Paula Budreau

Customer Service Senior Advocate

Cigna Healthcare

06.2012 - 06.2025

Delivered friendly service and offered expert support in every interaction.
Worked effectively with fellow team members to coordinate effective solutions to any question or concern.
Collaborated with team members to enhance customer satisfaction and service quality.
Resolved customer inquiries through effective communication and problem-solving skills.
Assisted in training new representatives on company policies and call procedures.
Escalated complex issues to appropriate departments for timely resolution.
Handled escalated calls professionally while maintaining composure under pressure from distressed or dissatisfied customers.
Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Managed a high volume of calls efficiently by organizing workload effectively and multitasking when necessary.
Achieved personal performance goals through effective call management, prioritization, and time management.
Enhanced customer satisfaction by promptly addressing and resolving inquiries, complaints, and issues.
Recognized as a top performer on multiple occasions for achieving outstanding customer satisfaction ratings.
Maintained high call quality standards by adhering to company protocols and guidelines for efficient service delivery.
Increased first-call resolution rates by thoroughly understanding products and services offered and providing accurate information to customers.
Met customer call guidelines for service levels, handle time and productivity.
Followed up with customers about resolved issues to maintain high standards of customer service.