Tatyana Early
Arlington
Summary
Experienced Medicare Advantage professional with over 5 years of customer service and operational support experience. Trusted Subject Matter Expert recognized for assisting agents, resolving complex member issues, supporting leadership initiatives, and maintaining high quality performance. Experienced in coaching, training support, SharePoint management, and process improvement.
Overview
10
10
years of professional experience
4
4
years of post-secondary education
Work History
Senior Service Advocate
CVS HEALTH / AETNA
ARLINGTON
09.2024 - Current
- Serve as a Subject Matter Expert supporting agents with Medicare Advantage benefits, claims, authorizations, grievances, appeals, and complex member inquiries.
- Provide one-on-one coaching and guidance to agents to improve performance, accuracy, and call handling skills.
- Partner with leadership to support training initiatives, process improvements, and agent development.
- Research and resolve escalated member concerns while ensuring compliance with company policies and Medicare guidelines.
- Identify coaching opportunities, knowledge gaps, and performance trends to support continuous improvement.
- Developed and maintain a team SharePoint site used as a central resource for processes, job aids, updates, and training materials.
- Utilize QuickBase and internal systems to support documentation, process tracking, and operational worktlows.
- Consistently maintain quality scores exceeding departmental expectations, averaging approximately 99% .
- Recognized by leadership for creating resources, supporting team engagement, and providing ongoing assistance to peers.
- Led team huddles and educational sessions on Medicare benefits, pharmacy processes, and call handling expectations.
Customer Service Representative
CVS HEALTH / AETNA
ARLINGTON
10.2020 - 09.2024
- Consistently met and exceeded quality, attendance, and performance expectations.
- Assisted members with questions regarding benefits, claims, eligibility, authorizations, and coverage.
- Researched and resolved member concerns by reviewing claims, benefits, and account information.
- Explained complex benefit information in a way members could easily understand.
- Worked with providers, internal departments, and leadership teams to help resolve member issues.
- Maintained accuracy while handling a high volume of member inquiries.
- Served as a Subject Matter Expert (SME), assisting agents with questions and helping ensure accurate information was provided.
- Focused on providing a positive member experience while meeting quality and compliance requirements.
Bakery Assistant Manager
Tom Thumb Grocery
ARLINGTON
07.2016 - 10.2020
- Supervised daily bakery operations, coordinating employee scheduling and optimizing workflow management.
- Managed inventory, product quality, and department organization.
- Assisted with training new employees on procedures, service standards, and operational expectations.
- Collaborated with management to achieve operational goals and meet service expectations.
Education
Associate of Science - Radiologic Technology (Currently Enrolled)
The University of Texas At Arlington
Arlington, TX 08.2022 - 06.2026
Juan Seguin High School
ARLINGTON, TXSkills
- Medicare Advantage Operations
- Quality Monitoring & Performance Improvement
- Coaching & Agent Development
- Escalation Resolution
- Subject Matter Expert (SME)
- SharePoint Development & Management
- Microsoft Teams
- Microsoft Word
- Microsoft Excel
- Microsoft PowerPoint
- Call Quality Standards
- Training Support & Facilitation
- Trend Analysis & Documentation
- Leadership Collaboration
- Customer Experience Improvement
Timeline
Senior Service Advocate
CVS HEALTH / AETNA
09.2024 - Current
Associate of Science - Radiologic Technology (Currently Enrolled)
The University of Texas At Arlington
08.2022 - 06.2026
Customer Service Representative
CVS HEALTH / AETNA
10.2020 - 09.2024
Bakery Assistant Manager
Tom Thumb Grocery
07.2016 - 10.2020
Juan Seguin High School