Customer Service
Resume:
EMPLOYMENT HISTORY
Prior Authorization Technician, CVS Health, Richmond, TX
Managed and processed prior authorizations, ensuring compliance with CVS Health policies. Leveraged analytical skills to solve complex insurance issues, enhancing customer satisfaction. Boosted customer satisfaction by resolving complex insurance issues through strategic analysis. Enabled swift healthcare provider assistance, ensuring seamless prescription drug access for patients. Ensured accurate processing of complex prior authorizations, aligning with CVS Health standards. MAR 2021 - OCT 2021
EAP Counselor, Texas Health Resources, Arlington, TX Managed referrals for clients requiring extended counseling services, enhancing their access to care. Efficiently resolved scheduling and eligibility issues, reducing client complaints. Handled 20+ daily client calls, ensuring seamless service delivery and client satisfaction. Adapted to flexible work hours, demonstrating commitment and resilience. Leveraged critical thinking to solve complex problems, enhancing decision-making efficiency. SEP 2019 - AUG 2020
Account Associate, Aetna, Arlington, TX
Located onsite with customer, Grand Prairie Independent School District. Assisted members face to face with any questions or concerns about their medical benefits. Responded to members' requests for claim analysis, plan changes, clarifications. Assister over 20 members in person per day.
Assisted locating participating medical providers in their area. Assisted with planning events to gain member enrollment and retention. Assisted account manager with tasks that helped further knowledge within Aetna systems. Performed administrative and clerical duties such as word processing, data entry, faxing and copying. Communicated regularly with customers regarding account questions and issues. Prepared documents, reports and presentations for executives and board members using advanced software proficiencies. Assisted company administrators with accessing and viewing available reports. DEC 2018 - SEP 2019
Senior Service Advocate, Aetna, Arlington, TX
Audited calls and assisted in correcting any errors that may have occurred on call from previous customer service representative. Worked closely with supervisors in order to educate and train customer service representatives. Worked closely with director to find trends and keep track of call surveys that scored below requirements. Managed over 50 member calls per day.
1314 Tripoli Trail, Grand Prairie, 75050
ad4fk7@r.postjobfree.com
ALEXIS AVILA
PROFESSIONAL SUMMARY
A forward-thinking professional with over 8 years of experience across healthcare and customer service sectors, specializing in problem-solving and decision-making. Known for leveraging innovative strategies to enhance customer satisfaction and streamline operational processes. Adept at utilizing advanced computer skills and Microsoft products to drive efficiency and support in complex scenarios. EMPLOYMENT HISTORY
AUG 2017 - DEC 2018
Health Concierge, Aetna, Arlington, TX
Handled over 60 customer service inquiries and problems via telephone per day. Engaged, consulted and educated members based upon member's needs, preferences and understanding of Aetna plans, tools and resources.
Mailed members information such as provider listings, medical ID cards, and their explanation of benefits. Maintained full and current understanding of available plans, products and services. Helped members navigate enrollment process and choose appropriate options. Resolved problems related to benefits, eligibility and claims. Provided information such as copay and premium details, pre-approval procedures and available products. Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity. Used critical thinking to break down problems, evaluate solutions and make decisions. Performed duties in accordance with all applicable standards, policies and regulatory guidelines to promote safe working environment.
Offered friendly and efficient service to all customers, handled challenging situations with ease. Identified issues, analyzed information and provided solutions to problems. Served customers in friendly, efficient manner following outlined steps of service. SEP 2015 - NOV 2016
Store Associate, Halloween City, Arlington, TX
• Delivered exceptional customer service through personal contact with customers by interacting with and assisting customers with their purchases.
• Answered over 10 phone calls of customer inquiries per day.
• Responsible for maintaining assigned sections in store as determined by General Manager.
• Assisted with seasonal pack away and performed other duties as needed.
• Assisted customers by answering questions and fulfilling requests.
• Kept front check out area clean and organized for efficient service.
• Greeted customers, helped locate merchandise and suggested suitable options.
• Offered each customer top-notch, personal service to boost sales and customer satisfaction.
• Organized racks and shelves to maintain store visual appeal, engage customers and promote specific merchandise.
• Balanced and organized cash register by handling cash, counting change and storing coupons.
• Monitored sales floor and merchandise displays for presentable condition, taking corrective action such as restocking or reorganizing products.
• Greeted customers and helped with product questions, selections and purchases, including in-store and e-service transactions. APR 2015 - AUG 2015
Cashier, Lowe's Home Improvement Store, Arlington, TX
• Responsible for responding to customer inquiries, providing support throughout their shopping experience including promoting customer loyalty plans and/or extended protection/replacement plans, processing sales and returns using cash register, and addressing customer complaints.
• Helped customers complete purchases, locate items and join reward programs.
• Restocked and organized merchandise in front lanes.
• Collected and authorized payments of guests.
• Promoted customer loyalty and consistent sales by delivering friendly service and knowledgeable assistance.
• Maintained secure cash drawers, promptly resolving discrepancies in daily totals.
• Quickly and accurately counted drawers at start and end of each shift.
• Answered more than 30 calls per day with questions about store policies and addressed customer concerns.
• Replenished sales floor merchandise and organized shelves, racks and bins for optimal appearance.
• Managed special actions such as returns processing and payment reversals for team members.
• Worked closely with shift manager to solve problems and handle customer concerns.
• Worked flexible schedule and extra shifts to meet business needs.
• Increased sales by offering advice on purchases and promoting additional products. EDUCATION
DEC 2024 - PRESENT
Associates Degree, Tarrant County College District, Fort Worth, TX Associates of Science - Pending
JUN 2014
High School Diploma, John A. Dubiski Career High School, Grand Prairie, TX SKILLS
Time management skills Customer support
Appointment Scheduling Computer skills
Proficient in Microsoft products Problem Solving
Decision Making Critical Thinking
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