Leah Schweitzer

Aetna / CVS Health — Remote

July 2020 – Present

Senior Service Advocate

January 2024 – Present

• Assigned and distributed work files to service advocates to ensure balanced workloads and timely completion
• Supported behind-the-scenes operational reporting by compiling and analyzing performance and productivity data
• Assisted in training and onboarding new employees, providing guidance on processes and quality expectations
• Served as a Huddle Champion, participating in weekly meetings to update knowledge articles and communicate process changes to inbound and outbound call teams
• Collaborated with leadership to implement new ideas and process improvements to enhance efficiency and service quality

Predictive Model Team – Service Advocate Project-Based Role

August 2021 – December 2023

• Selected to support a specialized team handling multiple operational and quality-focused projects
• Reviewed member interactions, documentation, and plan information to ensure accuracy and compliance
• Participated in quality audits, reporting initiatives, and cross-functional process reviews
• Met or exceeded productivity and accuracy metrics across all assigned projects.

Customer Service Advocate

July 2020 – August 2021

• Handled high-volume inbound calls assisting Medicare members with benefits, eligibility, and plan information
• Resolved member concerns with empathy while maintaining HIPAA compliance
• Accurately documented interactions and escalated complex issues when necessary
• Consistently met service, quality, and attendance metrics

Office Service Specialist

IST – Tucker Arensburg | Pittsburgh, PA

• Supported daily operations for a 150+ employee law firm, providing administrative, copy, and mailroom services across multiple departments
• Managed and prioritized time-sensitive requests to consistently meet strict client and attorney deadlines
• Coordinated supply ordering and inventory management to ensure uninterrupted office operations
• Produced and fulfilled large-scale document and project requests for attorneys, paralegals, and legal assistants
• Ensured accurate and timely distribution of incoming and outgoing mail and packages
• Delivered high-quality internal customer service with flexibility in a fast-paced, deadline-driven environment
• Utilized Microsoft Office and Excel to support tracking, documentation, and project coordination