PAULINA FONTANEZ
Aetna
Waterbury,Connecticut
1
Certification
10
years of professional experience
Customer-driven professional with a strong commitment to Service with Heart and delivering exceptional member and provider experiences. Skilled in demonstrating empathy and compassion with an “I Care” attitude, problem-solving, workflow optimization, and cross-functional collaboration. Proven ability to exceed performance goals, resolve complex issues, and maintain high standards of quality, compliance, and customer satisfaction.
Work History
Customer Service Representative
1 Year 1 Month- Delivered compassionate, member-focused service by actively listening and addressing individual needs with empathy and professionalism.
- Took ownership of complex member, provider, claims, and plan issues, working toward effective solutions and first-call resolution.
- Built trust through clear communication, integrity, accountability, and consistent follow-through.
- Collaborated with colleagues and internal partners to resolve issues and improve the overall member experience.
- Monitored daily performance metrics and consistently exceeded established goals while maintaining quality and compliance standards.
- Exceeded “Service with Heart” goals and earned quarterly performance bonuses for strong performance.
- Led team meetings and provided guidance and support to staff during the supervisor’s absence.
Senior Benefits Specialist
5 Months- Provided service-first approach, aiming to help federal employees live well and retire successfully.
- Performed outbound calls to pre-set appointments with warm prospects, reviewing their benefits based on their shared circumstances.
- Sold fixed-indexed annuities, Senior life Insurance and Modified Life Insurance for ages 55 and under.
SALON MANAGER
7 Years 9 Months- Developed and maintained strong relationships with key clients, resulting in an increase in customer retention.
- Utilized successful strategies for sales, customer service and daily operations to continuously improve overall business and customer base.
- Monitored and managed the daily operations of the business, including scheduling, inventory control, and customer relations.
Education
HSD
Skills
Customer Service & Call Center Operations
Service Operations
Quality & Compliance
Performance Management
Problem Solving & Resolution
Team Leadership & Collaboration
Written & Verbal Communication
Analytical & Planning Skills
Organization & Prioritization
Project Management
Multi-System Trained
GPS & CMS Systems
Certification
Licensed Life Insurance Producer, Errors and Omission Certified, Annuity and Suitability Certified, Anti Money Laundering Certified, American Amicable Group Training Certified, American Equity Training Certified
Timeline
Customer Service Representative
Aetna
08.2025 - CurrentRead More
Senior Benefits Specialist
FESA
02.2025 - 07.2025Read More
SALON MANAGER
Elite Studio
01.2017 - 10.2024Read More
Wilby High
HSD
Read More