Raquel Eadie

Experience

• 

  Marketing Support Network

  Jul 2007 - Aug 2016

  Supervisor

  As a supervisor at Marketing Support Network, I worked on large-scope client projects, managing project activities according to specified guidelines in order to ensure client and customer satisfaction. Oversaw a team in inbound agents, working with them to ensure their success by providing assistance, coaching, and mentoring. Reviewed data to ensure client SLA requirements were met. Conducted training and development of current agents and new hires with focus on specific account support. Worked with customers via multiple channels including inbound calls, email, chat support and social media. Utilized a variety of client specific software as well as web-based applications such as Salesforce and Zendesk. Implemented new client projects including creation of training materials and business process flows. Conducted quality audits on all channels of communication identifying remediation requirements and providing coaching. Show less

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  Aetna, a CVS Health Company

  Jan 2016 - Jan 2022

  Eligibility Consultant

  Works with a team of enrollment specialists performing backend enrollment operations for membership in an MAPD plan. Independently completes assigned tasks according to compliance and business processes. Enrollment operations are conducted in various applications including Salesforce and SharePoint. Strong knowledge of CMS guidance as well as CMS Enterprise Portal. Works directly with membership daily to resolve enrollment discrepancies and other potential conflicts. Complex membership research to resolve grievances. Works on various projects related to enrollment processes. Provides coaching and mentoring to new and current employees. Consistently meets and exceeds corporate metrics. Show less

• 

  Aetna, a CVS Health Company

  Oct 2022 - Dec 2022

  Integrated Services Specialist
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  IronArch Technology

  Dec 2022 - now

  • Deputy Project Manager

    Dec 2023 - now

  • Project Coordinator

    Dec 2022 - Dec 2023