High energy, exceptional interpersonal communication skills. Highly skilled in working with difficult customers and diffusing anger.

COMPANY	POSITION HELD	DATES WORKED
Cigna HealthCare	(Confidential)	4/2005 - 8/2007

SCHOOL	MAJOR	YEAR	DEGREE
GASTON COLLEGE	LEGAL SECRETARIAL	1978	Associate Degree

Highlights:

At Cigna HealthCare: Ensured customers were satisfied on their first encounter with CIGNA, provided benefit information, policy interpretation and eligibility/claim status. Handled customer complaints in accordance with state and HIPAA laws, resolved claim and eligibility problems and answered questions concerning appeal process. At Sprint PCS: Call Center Retention Specialist, III Retained current customer base by resolving customer’s issues through education on digital service usage, troubleshooting, and by explaining/adjusting bills. Also helped customers determine current and future digital needs by suggesting new service plans.

Companies I like:

axa

P&L responsibilities
Presentation
Ecommerce Strategy and digital marketing channels optimization - SEO, SEM, email, affiliates - for high-profile accounts.
Technology Solutions
Sales Support
Software Implementation
Requirements Analysis & Specification
Leadership

• Customer service
• call center

End of year ranking: #1 of 37 Associate CSAs. Based on quality and performance and attendance. On monthly basis, ranked in top 20% of call center for production and quality. Part of team to develop scripting for entire call center.