Tyesha Keel
Lemoore,CA
Summary
Dynamic Client Advocate with Aetna, a CVS Health, skilled in enhancing client satisfaction through effective communication and problem-solving. Proven ability to manage high-volume inquiries while maintaining meticulous documentation. Adept at fostering teamwork and utilizing analytical thinking to drive continuous improvement initiatives, ensuring exceptional service delivery and client relationship building.
Overview
7
7
years of professional experience
Work History
Client Advocate
Aetna, a CVS Health
Fresno, California
12.2021 - Current
- Assisted clients with inquiries and resolved issues effectively.
- Collaborated with team members to enhance client communication processes.
- Provided support in managing client accounts and documentation accuracy.
- Adapted quickly to new protocols for client engagement strategies.
- Learned software tools for tracking client interactions and feedback.
Customer Service Representative
Aetna, a CVS Health
Fresno, CA
10.2018 - 01.2021
- Resolved customer inquiries through multiple communication channels, enhancing overall satisfaction.
- Managed high-volume calls efficiently, ensuring prompt issue resolution and service delivery.
- Collaborated with team members to refine processes, improving response time and accuracy of information.
- Trained new representatives on systems and best practices, fostering a knowledgeable support team.
- Implemented feedback loops to gather customer insights, driving continuous improvement initiatives.
- Analyzed customer feedback data to identify trends and recommend actionable solutions for service enhancement.
- Developed training materials for onboarding, standardizing processes across the department for consistency.
Education
Certified Administration Assistant -
Business Technology Center
Hanford, CANo Degree - Nursing Administration
West Hills College
Lemoore, CAHigh School Diploma - General Education
Lemoore High School
Lemoore, CA06.2002
Skills
Client relationship building
Paperwork assistance
Telephone etiquette
Assertiveness
Strong organization
Time management expertise
Exceptional communication
Goal setting and achievement
Cross-functional teamwork
Performance tracking
Teamwork
Teamwork and collaboration
Customer service
Problem-solving
Time management
Attention to detail
Problem-solving abilities
Multitasking
Collaboration and teamwork
Multitasking Abilities
Reliability
Excellent communication
Organizational skills
Team collaboration
Active listening
Effective communication
Verbal and written communication
Decision-making
Adaptability and flexibility
Relationship building
Counseling techniques
Microsoft office
Documentation skills
Task prioritization
Client advocacy
Self motivation
Maintaining client records
Analytical thinking
Computer literacy
Professionalism
Policy understanding
Timeline
Client Advocate
Aetna, a CVS Health
12.2021 - Current
Customer Service Representative
Aetna, a CVS Health
10.2018 - 01.2021
Certified Administration Assistant -
Business Technology Center
No Degree - Nursing Administration
West Hills College
High School Diploma - General Education
Lemoore High School