Sarah Land

Dynamic customer service professional with over three years of experience at Aetna Medicare and CVS Caremark. Proven ability in conflict resolution and team development, enhancing customer loyalty through empathetic complaint handling. Skilled in data entry and active listening, consistently achieving satisfactory resolutions in high-pressure environments. Passionate about empowering colleagues and improving service quality.

• I have been apart of the MAC family a little over a year. In that time I have worked as an advocate for our members. I assist members in understanding their benefits, help them find providers in their area, understand how their extra benefits work, and much more.
• I have assisted as a team lead when my manager is away. I am currently a Lead Advocate for the DSNP WC Campaign.
• At the beginning of my time with MAC, I worked on the EMO24 Campaign and then assisted in the Post ANOC Campaign at the end of 2024.
• I have worked closely with Michael Hatch and internal IT agents and managers to get the Five9 Progressive Dialer up and going by doing internal testing calls to make sure Five9 dispositions in SCP properly.
• I have assisted and lead training for fellow MAC agents for The Progressive Dialer and as it has grown I have assisted in helping agents learn, navigate the dialer, and grow with it.
• I truly enjoy helping my colleagues achieve and grow.
• I have provided assistance to other managers as well. John Zambrana asked me to assist his team in understanding how PeopleSafe worked and why it is vital for us and our members.
• I have lead several team meetings for my current team, Team Olarte and have showed them how to work through PeopleSafe as well.
• Recently I was asked by Tyler Weyandt to shadow an agent and their calls to see if their was an internal issue
• I am constantly assisting fellow agents in side chats with questions regarding cases, KA's, JA's Work Flows, technical issues, and much more.