Kallista Costenbader
Palmerton,PA
Summary
Dynamic Customer Service Representative with extensive experience at Aetna, excelling in empathetic listening and problem-solving. Proven track record of enhancing customer satisfaction through effective conflict resolution and clear communication. Proficient in Microsoft Office, ensuring confidentiality and compliance while managing high-volume inquiries and claims reviews. Committed to fostering positive member relationships.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
Aetna
06.2024 - Current
- Answering and documenting all incoming contacts to determine their nature
- Ensure that every member is shown respect and kindness and that all questions are thoroughly answered to ensure a high-level customer satisfaction and loyalt.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business
- Explain complex insurance information in a clear inpatient manner.
- Collaborating with internal and external departments.
- Following up with customers to ensure their issues are resolved in providing a positive experience.
- Complied with corporate and regulatory policies regarding information confidentiality and privacy
- File grievances when members dissatisfactions.
- Knowledge of Microsoft office which includes word, Excel, and Outlook.
- Review premiums and taking payments.
- Review covered and non-covered benefits.
- Complete required trainings.
- Filed and redirected incoming calls to their appropriate destination.
Customer Service Representative
United Concordia
11.2022 - 01.2023
- Answered high volume phones with maintaining the highest level of confidentiality.
- Displayed strong organizational skills while maintaining multiple projects simultaneously.
- De-escalated member conflicts while remaining friendly and calm.
- Demonstrated excellent communication skills, both verbal and written, in order to effectively interact with both internal and external members.
- Log details of member service calls and computer system. Following correct protocols.
- Investigated and research issues to determine root causes and appropriate resolution methods.
- Helped members better understand dental claims and insurance coverage.
- Helped review denied claims.
- Develop positive relationships with members through friendly interactions.
- Complied with corporation and regulatory policies regarding information confidentially and privacy.
- Knowledge of Microsoft office which includes word, Excel, and Outlook.
- Assisted members in navigating through various web pages on companies website.
- Filed and redirected incoming calls to the appropriate destination.
Customer Service Representative
PenTeleData
03.2020 - 04.2022
- Maintain the highest level of confidentiality with members and company information.
- Demonstrated excellent communication skills, both verbal and written, in order to effectively interact with members.
- Handled member complaints and inquiries in a courteous and effective manner.
- Answered high volume, phone calls and chat requests.
- Knowledge of Microsoft Office which includes word, Excel, and Outlook.
- Worked on daily routine assignments in the form of customer account audit.
- Assisted customers by troubleshooting cable TV and phone issues.
- Reported outages and dispatched technicians.
- Process credit card payments.
- Helped set payment plans for members and review payment options.
Crew Member
Burger King
02.2018 - 02.2020
- Creedy customers in a friendly and professional manner, ensuring customer satisfaction.
- Perform cashier duty such as accepting payments, issuing change, and counting money back to customers.
- Handle customer complaints in a professional and courteous manner.
- Maintain and organize work area to ensure efficient operations.
- Followed health department regulations for handling food products properly.
- Coached and mentor crew members on effective communication skills, conflict resolution and problem solving techniques.
- Demonstrated strong leadership abilities by motivating team members to achieve goals.
Education
Associate - Business
Lehigh Carbon Community College
Schnecksville, PAHigh School Diploma -
Palmerton Area High School
Palmerton, PA2019
Skills
- Card Payments
- Claims Review
- Collaborating
- Confidentiality
- Customer Satisfaction
- Data Entry
- Detail-oriented
- Empathetic Listening
- HIPAA Compliance
- Medical Terminology
- Microsoft Excel
- Microsoft Outlook
- Microsoft Word
- Multitasking
- Organizing
- Problem Solving
- Professional Etiquette
- Teamwork Communication
- Time Management
Timeline
Customer Service Representative
Aetna
06.2024 - Current
Customer Service Representative
United Concordia
11.2022 - 01.2023
Customer Service Representative
PenTeleData
03.2020 - 04.2022
Crew Member
Burger King
02.2018 - 02.2020
Associate - Business
Lehigh Carbon Community College
High School Diploma -
Palmerton Area High School
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