I am a customer service professional with 7 years of experience supporting clients across healthcare, insurance, and government sectors. I specialize in resolving complex issues, explaining policies clearly, and helping customers navigate digital platforms with confidence.
I have worked in remote and onsite environments, where I consistently focused on delivering accurate, timely support and reducing escalations. My background includes handling sensitive client concerns, improving account access, and ensuring smooth service experiences.
In my recent role at Cigna, I supported digital accounts, scheduled tier 3+ medications, and collaborated with pharmacists and nurses to provide precise guidance. This experience strengthened my ability to work across teams while maintaining a high standard of client care.
Previously, I worked as a Customer Service Consultant at Sierra7 (OPTUM), where I resolved customer issues, documented feedback, and helped improve the knowledge base. I also gained experience in unemployment benefits support at Maximus and licensed insurance services at Teleperformance.
I bring strong communication skills, technical troubleshooting ability, and a customer-first mindset. I am comfortable working with SaaS tools, CRM and ticketing systems, and digital support platforms in fast-paced, metrics-driven settings.
I am known for being adaptable, detail-oriented, and committed to improving both customer satisfaction and operational efficiency. I enjoy contributing to teams that value problem-solving, process improvement, and high-quality service.
Resolved complex client issues navigating digital accounts, improving account access and reducing support escalations. Scheduled tier 3+ medications with accuracy, ensuring timely delivery and increasing client satisfaction. Collaborated with pharmacists and nurses to provide precise medication guidance, strengthening client trust and operational reliability.
Addressed and resolved customer issues, reducing resolution time and maintaining high satisfaction ratings. Documented and analyzed customer feedback to improve the knowledge base, enabling faster response to recurring issues and supporting team efficiency.
Delivered accurate unemployment benefits guidance, resolving claimant issues quickly and improving service satisfaction. Provided technical support for benefits processing, resulting in fewer errors and smoother administration.
Assessed client needs to recommend tailored healthcare policies, increasing client retention and satisfaction. Provided clear policy explanations and guidance, ensuring clients understood benefits and options, reducing follow-up inquiries.
Bachelor of Arts
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