Stefanie Houle
Windham,NH
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
24
24
years of professional experience
Work History
Account Representative
Aetna, A CVS Health
06.2013 - Current
- Managed a portfolio of multiple accounts, ensuring timely delivery of products and services while maintaining strong relationships with clients.
- Increased customer satisfaction through proactive and actionable resolutions to questions, concerns, or challenges.
- Identified and implemented process improvements to maximize efficiency.
- Cultivated strong business alliances internally as well as externally creating a environment conducive towards mutual success.
- Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
- Kept detailed records of customer interactions for optimal traceability.
Customer Service Representative
Aetna, A CVS Health
01.2000 - 06.2013
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy.
- Managed approximately 70 incoming calls per day.
- Answered constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and company alike.
Education
Some College (No Degree) -
University of Rhode Island
Kingston, RIHigh School Diploma -
Pinkerton Academy
Derry, NH06.1993
Skills
- Customer Engagement
- Effective problem solving
- Goal-Oriented
- Account Reconciliation
- Account Management
- Detail Oriented
- Communication Skills
- Customer Relationship Management
Timeline
Account Representative
Aetna, A CVS Health
06.2013 - Current
Customer Service Representative
Aetna, A CVS Health
01.2000 - 06.2013
Some College (No Degree) -
University of Rhode Island
High School Diploma -
Pinkerton Academy
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