Customer Service Representative

Robbin D. Howard

** ****** ****** *** *****

East Hartford, CT 06108

Cell Phone: ad5dw4@r.postjobfree.com SUMMARY: Professional candidate with twenty plus years of experience in the insurance industry with a strong variety of skills in the following areas; works great under pressure, great communications skills, interpersonal skills and a great self starter. Along with other office related duties, computers, phones, fax machines, etc.

OBJECTIVE: Position of growth and increasing responsibility relative to my experience and ability

EMPLOYMENT: 10/2013 to 10/2023 – Aetna/CVS Hartford, CT Manages high call volume professionally. Can effectively navigate through a variety of computer software systems.

Handles escalations consistent with customer expectations, and in a manner that positively represents Aetna’s Corporate Headquarters Active listener, articulate, and adaptable communicator. Interacts effectively at different levels with diverse audiences. Uses appropriate language, tone, style, and structure in all forms of communication. Listens carefully and with empathy to customers needs. Ask appropriate questions to ensure clear understanding, gaining customer trust and satisfaction.

Appropriately informs others of issues and tasks. Build customer loyalty and confidence. Highly organized in approach to time and work. Adept at handling multiple assignments and responsibilities simultaneously (ability to listen to customer request while accessing, interpreting and explaining system information and making notations/changes as needed).

Teamwork: works cooperatively and establishes positive cross-functional relationships Excellent attendance and punctuality, direct the calls successfully of existing and prospective members, shareholders, plan sponsors, and others requesting to speak with Aetna employees, including Executives.

Recognizing and understanding critical questioning, appropriate level of urgency as required by the circumstances and to whom or where to direct the call. identifies the caller’s issue and problems, and demonstrates the ability to listen effectively. Also participates in special projects as requested by department management. Support, educate and encourage navigator log-in, provide automated systems (AVA) option direction.

Focuses on identifying problems and achieving best solutions, through effective oral and written communication skills.

SKILLS: GPS, ASD, Avay (phones), CTP Phoenix, Jr.; Legacy, AS400, Excel Word, Caption System client

software application, Lotus Notes and Nucleus, also good verbal and written skills

REFERENCE: Available upon request