Sandeep Shirali
Dayton,NJ
Summary
Dynamic individual with 20+ years of hands-on experience in client relations and customer service and talent for navigating challenges. Brings strong problem-solving skills and proactive approach to new tasks. Known for adaptability, creativity, and results-oriented mindset. Proficient in handling high volume of cases with accuracy and efficiency. Excellent communication and organization skills with delivery of quality customer service to clients. Committed to making meaningful contributions and advancing organizational goals.
Overview
18
18
years of professional experience
Work History
Senior Electronic Eligibility Consultant
Aetna, Division of CVS
08.2023 - 11.2024
- Liaised with customers, management, and sales team to better understand customer needs and recommended appropriate Aetna healthcare plans that will be best for the customer and their employees.
- Cultivated positive relationships with Plan Sponsors, TPA, and vendors to deliver timely resolution to any client issues to improve customer satisfaction and exceed customer expectations.
- Managed a book of business for National account clients with membership from 50,000 to 150,000 employees. Maintained accurate files and records as well as databases to ensure that members eligibility and benefits are correct.
- Reviewed, audited, and if needed updated eligibility, benefits, and enrollment workstream transactions from beginning to end in Salesforce database.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Collaborated with internal teams to define their needs as well as client needs and implement new database with client information that everyone can access. This resulted in fewer emails, and quicker resolutions to any issues or questions that the client emailed Aetna.
Senior Plan Sponsor Service Consultant
Aetna, Division of CVS
03.2007 - 08.2024
- Primary single point of contact for Plan Sponsors, Brokers, TPA, and Vendors for select and Key accounts for client's eligibility and enrollment, member benefits and coverage, ID cards, and billing setup as well as collections.
- Discussed options with clients and determined appropriate healthcare plans that suited the client needs.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Identified and resolved discrepancies and errors in customer accounts.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Education
Bachelor of Science - Double Major, Marketing And Management
Bloomfield College
Bloomfield, NJDiploma in Mainframe Programmimg - Computer Programming
Chubb University
New York, NYDiploma in Oracle DBA Programming - Oracle Database Programming
Rutgers University
New Brunswick, NJCertificate in Project Management - Project Management
Middlesex County College
Edison, NJSkills
- Problem-solving and critical thinking
- Client relationships
- Team collaboration
- Time management
- Attention to detail
- Multitasking and organization
- Verbal and written communication
- Decision making and data analysis
- MS office
- Work planning and prioritization
- Quality assurance and data entry
- Reports and documentation
Timeline
Senior Electronic Eligibility Consultant
Aetna, Division of CVS
08.2023 - 11.2024
Senior Plan Sponsor Service Consultant
Aetna, Division of CVS
03.2007 - 08.2024
Bachelor of Science - Double Major, Marketing And Management
Bloomfield College
Diploma in Mainframe Programmimg - Computer Programming
Chubb University
Diploma in Oracle DBA Programming - Oracle Database Programming
Rutgers University
Certificate in Project Management - Project Management
Middlesex County College
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