Whitney Newman
Fort Worth,TX
Summary
Client Advocate with extensive experience in coaching and mentoring teams to improve performance at Aetna. Skilled in de-escalation techniques and policy navigation, consistently enhancing customer satisfaction. Proven ability to collaborate across departments to address challenges, and deliver seamless service experiences.
Overview
20
20
years of professional experience
Work History
Client Advocate
Aetna
, TX
04.2023 - Current
- Provided coaching and guidance to call center representatives as needed.
- Assisted call center representatives with navigating company policies, procedures, and processes.
- Provided feedback and coaching to call center representatives on performance improvement opportunities.
- Provided guidance, training, coaching and mentoring to call center team members.
- Managed escalated requests and calls effectively by working closely with other teams and departments, leading to successful resolutions, and satisfied providers.
- Collaborated with other department teams to develop solutions for common trends occurring on the help desk lifeline.
Senior Customer Service Representative
Aetna
, TX
11.2019 - 04.2023
- Handled provider calls regarding benefits, eligibility, and claims status information.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Resolved provider-related issues using company processes and policies.
- Navigated through computer systems to review information and respond appropriately to callers.
- Handled escalated calls professionally by listening carefully to the needs of each individual caller, before offering appropriate solutions.
- Provided coaching and mentoring to new hire classes, contributing to their successful integration into the company.
- Assisted team members in improving their performance through constructive feedback and sharing their best practices.
Customer Service Representative
Aetna
, TX
06.2015 - 11.2019
- Handled provider calls regarding benefits, eligibility, and claim status.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Followed standard processes and procedures for proper escalation of unresolved issues to appropriate internal teams.
- Participated in daily huddles with team members in order to discuss common goals and objectives.
- Assisted providers in navigating the company website and online portal on where to locate information themselves.
- Adhered to company policies and scripts to consistently achieve call time and quality standards.
Dietary Aide
Meadowlakes Retirement Home
, TX
06.2005 - 06.2015
- Performed general cleaning duties such as sweeping floors, washing dishes, wiping countertops.
- Operated kitchen equipment safely and efficiently.
- Maintained safe food handling practices to prevent germ spread.
- Helped with meal prep for daily meals, following strict sanitation, and food handling guidelines
- Chopped ingredients and prepped food items ahead of lunchtime and dinner rush periods.
- Maintained clean and orderly appearance throughout kitchen and dining area.
- Ensured that all food was prepared according to established health standards.
- Provided assistance with meal setup, serving, and clean up as needed.
- Wiped down tables and removed trash and dirty plates to provide clean, welcoming dining environment.
- Rotated inventory to reduce waste and optimize freshness.
Education
High School Diploma -
Haltom High School
Haltom City, TX05-2007
Some College (No Degree) -
Stephen F. Austin State University
Nacogdoches, TXSkills
- Microsoft Office
- Verbal and written communication
- De-escalation techniques
- Teamwork and collaboration
- Multitasking
- Coaching and mentoring
- Customer service
- Policy understanding
- Health policy navigation
- Conflict resolution
- Cross-department collaboration
Timeline
Client Advocate
Aetna
04.2023 - Current
Senior Customer Service Representative
Aetna
11.2019 - 04.2023
Customer Service Representative
Aetna
06.2015 - 11.2019
Dietary Aide
Meadowlakes Retirement Home
06.2005 - 06.2015
High School Diploma -
Haltom High School
Some College (No Degree) -
Stephen F. Austin State University
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