Natalie Ziebell
Des Plaines
Summary
Customer Service Advocate with Aetna, adept at managing high call volumes and resolving complex inquiries. Proven expertise in complaint resolution and data entry, enhancing member satisfaction. Skilled in active listening and assertiveness, consistently improving processes and outcomes in a fast-paced environment.
Experienced with customer service operations, ensuring smooth and efficient interactions. Utilizes strong communication skills to resolve client concerns and build rapport. Track record of meeting customer needs through effective problem-solving and attention to detail.
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
23
23
years of professional experience
Work History
Customer Service Advocate
Aetna, a CVS Health
04.2007 - Current
Handled high volumes of inbound and outbound calls efficiently.
Resolved incentive-related queries and coordinated member enrollment with nurses and coaches.
Created tickets for overlooked rewards.
Responded to helpdesk inquiries.
Precertification Specialist
Aetna
03.2003 - 06.2006
Managed calls from hospitals for precertification.
Managed electronic precertification processes efficiently.
Education
High School Diploma -
Maine West
Des Plaines, ILSkills
- Call center experience
- Data entry
- Administrative support
- Data collection
- Complaint handling
- Complaint resolution
- Computer proficiency
- Assertiveness
- Appointment setting
- Microsoft outlook
- Account management
- Mentoring
- Inbound and outbound calling
- Customer service
- Appointment scheduling
- Active listening
- De-escalation techniques
Timeline
Customer Service Advocate
Aetna, a CVS Health
04.2007 - Current
Precertification Specialist
Aetna
03.2003 - 06.2006
High School Diploma -
Maine West