Theodore Costianes
Westerville,OH
Summary
Methodical Quality Assurance Specialist with a Three-year track record of providing exceptional discretion, quality management and performance analysis services in the Insurance industry. Adept at training new hires and retraining employees and managing the accuracy of all products.
Overview
3
3
years of professional experience
Work History
Quality Assurance Specialist
Aetna, a CVS Health Company
New Albany, OH
12.2023 - Current
- Worked closely with suppliers to ensure that components met required specifications.
- Identified areas of improvement within the existing Quality Management System.
- Conducted regular internal audits to identify non-conforming issues.
Senior Customer Service Advocate(ISM)
Aetna, a CVS Health Company
New Albany, OH
01.2023 - 12.2023
- Trained new staff members on company policies, procedures, and standards related to customer service.
- Established key performance indicators for tracking progress towards goals set by management relating to customer satisfaction levels.
- Took ownership of escalated cases from other team members ensuring that resolution was provided promptly while maintaining excellent communication with customers throughout the process.
Proactive Service Engagement Advocate
Aetna, a CVS Health Company
New Albany, OH
04.2022 - 01.2023
- Used meetings to help clients prioritize actions and establish short- and long-term goals.
Customer Service Advocate
Aetna, a CVS Health Company
New Albany, OH
11.2020 - 04.2022
- Assisted management with the development of new strategies for improved customer satisfaction.
- Conducted research into current trends within the industry related to customer service practices.
- Utilized problem solving skills to resolve customer issues quickly and efficiently.
Education
Bachelor of Arts - Strategic Communications
The Ohio State University
Columbus,OH05-2020
Skills
- Performance monitoring
- Non-compliance Assessments
- Data Analysis
- Team Collaboration
- Issue Resolution
- Detail Oriented
- Correction action planning
- Documentation And Reporting
- Customer Service
- Collaboration skills
Timeline
Quality Assurance Specialist
Aetna, a CVS Health Company
12.2023 - Current
Senior Customer Service Advocate(ISM)
Aetna, a CVS Health Company
01.2023 - 12.2023
Proactive Service Engagement Advocate
Aetna, a CVS Health Company
04.2022 - 01.2023
Customer Service Advocate
Aetna, a CVS Health Company
11.2020 - 04.2022
Bachelor of Arts - Strategic Communications
The Ohio State University
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