Customer Service Representative

Erica Guzman

San Antonio, TX

**************@*****.*** - 210-***-****

WORK EXPERIENCE

Customer Service Representative

Aetna - San Antonio, TX - October 2010 to June 2014

Responsibilities

I would answer inbound calls and provide excellent customer service to our Medicare Part D and Medicare

Part C members. I was responsible for answering any plan related questions regarding covered benefits,

co-payments, premiums, taking payments or assisting members with assistance options or helping them get in

contact with the right department for any questions regarding other Medicare related issues. I was responsible

for determining when a grievance should be filed, and assuring members that their needs were our primary

concern, while handling the call in a timely manner.

Accomplishments

I was one of a select group of individuals chosen to assist with training new hires, by allowing them to sit side

by side and listen to my calls, and explain the different systems that were used and why, once new hires went

to the floor I would assist by sitting with them and listen to their calls and answer any questions or assist with

difficult calls. I was chosen for several outbound call projects where the most important thing was to contact

the member to inform of an issue or change with their account, or benefits, and to do so with empathy and

excellent customer service skills. I was recognized for meeting metrics and for many compliment calls from

members who were pleased with the service I provided.

Skills Used

my experienced customer service skills and willingness to listen and empathize with each individual, and

patience when dealing with upset, or ill members. understanding that an angry member is not a personal

attack, and the knowledge to know how to de-escalate an issue.

Customer Service Representative

Transcom - San Antonio, TX - February 2010 to September 2010

Responsibilities

To take inbound calls from customers of Comcast Cable and assist them with internet and phone issues.

Accomplishments

helping customers set up emails and get their needs met

Skills Used

excellent customer service

EDUCATION

N/A in EKG TECH/Phlebotomy Tech

San Antonio College of Medical and Dental Assistance - San Antonio, TX

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