Summary
Overview
Work History
Education
Skills
Timeline
Hi, I’m

Rebecca Whitaker

Aliquippa,PA
Rebecca Whitaker

Summary

•Microsoft Office (Excel, Power Point and Word)

•CVS/Aetna’s Wellness Champion Committee, Volunteer Committee and Employee Engagement Team

•Trainer New Hire/ Temporaries at Sony and Quest Diagnostics •CVS/Aetna’s QUEST Master’s Certification {Quality Understating Empathy Sensitivity Trust} Program

•Six Sigma Kaizan Black Belt Project for Processing Department Workflow-Quest Diagnostics

•Mid-East Business Unit Director Award Floor Plan Design–Quest Diagnostics

•More than $10,000.00 as the Night Shift Committee Chair for Community Volunteer Projects Quest Diagnostics

•City of Aliquippa Pennsylvania Facebook Administrator

•Former Secretary for the City of Aliquippa Zoning Board & Blight and Vacant Property Board

•8,000 hours of Community Volunteerism

Overview

35
years of professional experience
1
year of post-secondary education

Work History

CVS/AETNA HEALTH INSURANCE, Pittsburgh, PA

Senior Medicare Group Employeer Call Resolution Specialist
2015.04 - Current (9 years & 5 months)

Job overview

  • Resolves escalated supervisor calls while demonstrating a professional demeanor
  • Works with supervisors and manager developing workflow processes
  • Aetna Medicare Enrollment, Disenrollment, Claims, Billing, Formulary, Premium Payments and Member Website Trained
  • Offer additional support in locating agencies to provide additional assistances and advocacy for our members
  • Trained in Individual and Employeer Group Medicare and Bswift Employeer Accounts
  • Increased efficiency and performance by monitoring team member productivity and providing feedback.
  • Maintained up-to-date knowledge of product and service changes.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Trained new personnel regarding company operations, policies and services.
  • Formulated focused and individualized resolutions aimed to peacefully settle disputes.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Acted as a team leader in group projects, delegating tasks and providing feedback.
  • Gained strong leadership skills by managing projects from start to finish.

BOSCOV’S, Monaca, PA

Sales Associate
2014.11 - 2015.04 (5 months)

Job overview


  • Maintains floor appearance by ensuring shelves are stocked and presentable.
  • Prepared merchandise for sales floor by pricing or tagging.
  • Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
  • Maintained calm demeanor and professionally managed issues in busy, high-stress situations.

AMERIGAS PROPANE, Aliquippa, PA

Customer Service Representative
2011.08 - 2014.12 (3 years & 4 months)

Job overview

  • Helped to develop programs which would attract new customers and maintain existing customer base
  • Growth Champion
  • SAP operating system for creation and maintaining customer accounts
  • Performed administrative duties including payroll, daily cash count, filing, ordering supplies and driver dispatch

QUEST DIAGNOSTIC INC, Greentree, PA

Specimen Technician II & Problems Resolution Specialist
2000.10 - 2011.05 (10 years & 7 months)

Job overview

  • Participated in Green Belt projects for specimen flow from logistics to the lab floor
  • Participated in Kazan Black Belt project for the creation of new work cells for Referral and Hospital Teams
  • Performed data entry while translating ICD codes and hand written test orders
  • Participated in Correction and Resolution team which specialized lab accuracy
  • Coordinated care with referral labs and medical facilities (i.e
  • Mayo, Nichols, Cleveland Clinic)
  • Led the night shift volunteer committee for more than three years
  • Raised more than $10,000 and participated in local and national fund raising activities
  • Trained more than 100 new employees and temporaries on company Policies and Procedures

Education

NEW CASTLE SCHOOL OF TRADES New Castle, PA

Specialized Associates from Electrical Technology
1994.05 - 1995.05 (1 year)

University Overview

Circuitry Analysis I & II, Technical Math I, II and III, Electrical Theory, Motor Control Application Theory, Construction Wiring and Advanced Wiring, Conduit Bending, NEC and Electronic Repair

Skills

Conflict resolution skills

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Timeline

Senior Medicare Group Employeer Call Resolution Specialist
CVS/AETNA HEALTH INSURANCE
2015.04 - Current (9 years & 5 months)
Sales Associate
BOSCOV’S
2014.11 - 2015.04 (5 months)
Customer Service Representative
AMERIGAS PROPANE
2011.08 - 2014.12 (3 years & 4 months)
Specimen Technician II & Problems Resolution Specialist
QUEST DIAGNOSTIC INC
2000.10 - 2011.05 (10 years & 7 months)
NEW CASTLE SCHOOL OF TRADES
Specialized Associates from Electrical Technology
1994.05 - 1995.05 (1 year)

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Rebecca Whitaker