Teri Mabee
Akron,OH
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the the health insurance industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
29
29
years of professional experience
Work History
Complaint Analyst
Aetna
Akron, OH
09.2006 - Current
- Analyzed complaint data to identify root causes, trends, issues and regulatory concerns.
- Tracked, monitored and worked with stakeholders to address issues identified through root cause analysis.
- Worked with stakeholders to help create and revise customer complaint monitoring, manage training and enforce policies and procedures.
- Assisted with complaint gap analyses and risk assessments.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered prompt service to prioritize customer needs.
- Educated customers about billing, payment processing and support policies and procedures.
- Trained new personnel regarding company operations, policies and services.
- Cross-trained and provided back up for customer service managers.
- Facilitated inter-departmental communication to effectively provide customer support.
Customer Service Representative
Aetna
Akron, OH
12.1993 - 08.2006
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Provided primary customer support to internal and external customers.
Education
Bachelor of Science - Finance
Bowling Green State University
Bowling Green, OH08.1993
Skills
- Efficient and Detail-Oriented
- Courteous with Strong Service Mindset
- POS Systems and Ordering Platforms
- Responding to Difficult Customers
Timeline
Complaint Analyst
Aetna
09.2006 - Current
Customer Service Representative
Aetna
12.1993 - 08.2006
Bachelor of Science - Finance
Bowling Green State University