Zalika Wheeler Sales Support Supervisor
Kent
Summary
Seasoned Sales Support Supervisor with proven success in managing sales support teams and fostering positive customer relationships. Strengths include thorough understanding of sales procedures, implementation of effective training programs, and ability to manage complex projects. In previous roles, contributed significantly to improving operational efficiency and driving revenue growth.
Overview
27
27
years of professional experience
1996
1996
years of post-secondary education
Work History
Sales Support Supervisor
Aetna
Seattle
05.2018 - Current
- Supervised daily operations of sales support team at Aetna.
- Coordinated training sessions for new sales support staff.
- Managed customer inquiries and resolved issues efficiently.
- Led team meetings to discuss strategies and enhance communication.
- Provided feedback and performance evaluations for team members.
- Ensured compliance with applicable laws and regulations related to sales support operations.
- Assisted with hiring, training, coaching, and evaluating new employees in the sales support department.
- Resolved escalated customer inquiries and complaints in a timely manner.
Sales Support Specialist
Aetna
Seattle
04.2015 - 05.2018
- Assisted sales team with customer inquiries.
- Managed order entry and processing using internal systems and tools.
- Developed relationships with key clients to ensure satisfaction and repeat business.
- De-escalated irate customers with communication skills and sales expertise.
- Made sure system was coded correctly with medical benefits employer selected.
- Handle escalated eligibility and claims issues from customers.
Health Concierge
Aetna
06.2014 - 03.2015
- Assisted members with navigating health insurance benefits and resources.
- Addressed member inquiries and resolved issues related to health plans promptly.
- Provided guidance and support to clients regarding their health care needs.
- Scheduled appointments with healthcare professionals for clients as needed.
- Advised clients on how to access medical information such as lab results, test results.
Sr Customer Service Rep
Aetna
12.2008 - 06.2014
- Provided expert support to customers regarding insurance inquiries and claims.
- Responded promptly to inquiries from customers about products or services.
- Assisted customers by answering questions, addressing concerns and providing current account information.
Customer Service Representative
Aetna
Seattle
04.1999 - 12.2008
- Assisted customers with inquiries regarding insurance policies and claims processes.
- Resolved customer complaints through effective communication and problem-solving techniques.
- Collaborated with team members to improve service delivery and customer satisfaction.
- Answered incoming calls for Medicaid and Basic Health members.
- Assisted with eligibility and claims issue's.
- Made calls to providers as needed.
Education
Medical Assistant
Bryman Institute
Sea Tac, WA 01.1998 - 02.1999
Franklin High School
Seattle , WaSkills
- Conflict resolution
- Detail orientation
- Self motivation
- Problem-solving
Professional Highlights
- I worked in and have experience with HMO system and have previously been retrained in HNO.
- I take supervisor calls.
- I assist my supervisor with resolving complex or urgent issues.
- I am a certified mentor.
- I am a senior customer service representative for the past 2 years.
- I was a SPOC for King County when we had the account for over 3 years.
- On helpline to assist peers with questions.
- Continue to strengthen my mentoring skills.
- I am currently a Senior Health Concierge.
- I currently work as a TLC (Task List Consultant), who works escalated issues for resolution.
- Senior Mentor who takes escalated call while on the phones from peers.
- Recently nominated for Silver AWEA award.
- Meeting and exceeding goals in my department.
- With the change in Healthcare and Company always willing to learn and adapt to new change.
Timeline
Sales Support Supervisor
Aetna
05.2018 - Current
Sales Support Specialist
Aetna
04.2015 - 05.2018
Health Concierge
Aetna
06.2014 - 03.2015
Sr Customer Service Rep
Aetna
12.2008 - 06.2014
Customer Service Representative
Aetna
04.1999 - 12.2008
Medical Assistant
Bryman Institute
01.1998 - 02.1999
Franklin High School