Customer Service High School

Michael Osborne

Smyrna, GA

**************@*****.*** - 484-***-****

Result oriented business professional with thirteen years of health insurance experience.

Excellent verbal, writing, communication and project management skills.

Exemplary teamwork dexterity coupled with the ability to adapt and perform well in an

highimpact, fastpaced environment.

WORK EXPERIENCE

National Customer Operations Quality Analyst

Aetna Inc - Blue Bell, PA - October 2001 to August 2012

● Conducted standard quality reviews/audits to measure compliance with published

policies, procedures, customer and regulatory guidelines

● Identified and distributed errors to business partners

● Assisted with the daytoday maintenance and operations of assigned functional unit

● Performed analysis of data to identify and communicate trends during daytoday work

● Performed and assisted with special projects and reviews

● Provided technical and subject matter expertise concerning policies, procedures, and

functionrelated applications/systems tools

REFERRAL CONTACTS AVAILABLE UPON REQUEST

Customer Service Representative

Aetna Inc - Blue Bell, PA - October 1999 to October 2001

Responsibilities

● Conveyed health insurance benefits to plan members

● Provided information on claim status to plan members and provider offices

● Updated company database with call status and resolution steps

● Updated member information such as addresses and primary doctor selection

● Fulfilled requests for ID cards, directories, and other policy related materials

EDUCATION

High School Diploma in General Studies

Plymouth-Whitemarsh High School - Plymouth Meeting, PA

1995 to 1998

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