At CVS Health (Aetna), I support health plan members with benefits, eligibility, claims status, billing navigation, and provider searches. I explain plan details and next steps clearly, including questions about deductibles, copays, coinsurance, and EOBs.
I also guide members through portal and app tasks such as registration, password resets, MFA, and claims tracking. I protect PHI through identity verification and HIPAA-compliant documentation, and I record interactions with clear summaries and next steps.
At Capital One, I supported customers with account servicing, payments, billing questions, and transaction research. I documented cases, followed secure verification procedures, and helped customers navigate online banking and app access.
At Amazon, I handled customer concerns about orders, delivery, accounts, and services through phone, chat, and email. I used knowledge base resources and policy-based troubleshooting to resolve issues and de-escalate difficult conversations.
