Summary
Overview
Work History
Education
Skills
Timeline
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Sana Ali

Carol Stream,USA

Summary

Dedicated Customer Service Representative with extensive experience. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.

Overview

10
10
years of professional experience

Work History

Customer Service Claims Advocate

Cigna
Virtual, IL
09.2023 - Current
  • Advised clients on claim status updates as well as their rights and responsibilities under their policies.
  • Collaborated with various departments for timely claims resolution
  • Communicated effectively with policyholders, providing updates and explaining the claims process clearly.
  • Provided quality customer service to assigned, insured and claimants throughout claims process to deliver timely service to customers.
  • Verified details with policyholders and requested additional information.
  • Reviewed documentation and accounts to gain full picture.
  • Assisted on various claims process and currently assisting with escalations team to help resolve claim related issues

Engagement Specialist

Aetna
02.2022 - 07.2023
  • Provide solutions to customer queries while demonstrating patience and empathy to ensure customer satisfaction
  • Documented conversations with customers to track requests, problems and solutions
  • Asked probing questions to determine service needs and accurately input information into electronic systems
  • Enroll them into the care management program via outbound and inbound calls
  • SME( Subject Matter Expert) assist peers as regularly through team chat with workflows and other questions as needed
  • Training new or current employee's as needed

Customer Service Representative

Pampered Chef
Addison, USA
08.2018 - 01.2022
  • Provide solutions to customer queries while demonstrating patience and empathy to ensure customer satisfaction
  • Asked probing questions to determine service needs and accurately input information into electronic systems
  • Fielded customer complaints and queries, fast-tracking them for problem resolution
  • Documented conversations with customers to track requests, problems and solutions

Human Resources Assistant

TJMAXX
Bloomingdale, USA
10.2017 - 08.2018
  • Conducted employment verification and background investigation to facilitate hiring process
  • Supported employees at all levels, including executive leadership
  • Assisted with employee termination process to drive consistency and reduce discrimination claims
  • Guided new hires through orientation and on-boarding and explained documentation requirements to facilitate HR process
  • Developed job postings, recruited candidates and scheduled interviews to fill vacant positions
  • Developed and maintained training materials and benefits packets for new hires

Customer Service Rep

Snap on Tools
Crystal Lake, USA
04.2014 - 02.2017
  • Evaluated benefits for each caller to determine service needs and address concerns
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
  • Maintained detailed records of customer interactions, transactions and comments for future reference.
  • Tracked orders from start to finish to ensure timely delivery of goods or services.
  • Developed strong customer relationships to encourage repeat business.

Education

BBA - Marketing And Human Resources

Iqra University
Karachi, Pakistan
08.2008

Skills

  • Problem-solving abilities
  • Credit card payment processing
  • Customer relations
  • High-energy attitude
  • Call Center Operations
  • Conflict mediation
  • Time Management
  • Documentation research
  • Inbound and Outbound Calling
  • Technologically savvy
  • Policy Interpretation
  • Verbal Communication
  • Claims Investigation
  • Team Collaboration

Timeline

Customer Service Claims Advocate

Cigna
09.2023 - Current

Engagement Specialist

Aetna
02.2022 - 07.2023

Customer Service Representative

Pampered Chef
08.2018 - 01.2022

Human Resources Assistant

TJMAXX
10.2017 - 08.2018

Customer Service Rep

Snap on Tools
04.2014 - 02.2017

BBA - Marketing And Human Resources

Iqra University

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Sana Ali