VIRTUAL ASSISTANT/DIGITAL MARKETING

Customer Support: Provided exceptional customer service to Aetna members, handling inquiries related to health insurance policies, claims and benefits. • Claims Processing: Assisted members with filing and resolving claims, ensuring accurate and timely processing in compliance with Aetna’s policies and procedures. • Problem Resolution: Addressed and resolved complex issues, including billing discrepancies and coverage disputes, to ensure member satisfaction. • Compliance: Maintained strict adherence to HIPAA regulations and company confidentiality policies when handling sensitive member information. • Documentation: Accurately documented all interactions and transactions in the customer service database, maintaining detailed and organized records. • Quality Assurance: Consistently met or exceeded performance metrics, including call handling time, customer satisfaction scores and resolution rates.

In HR, I manage employee relations, recruitment, performance management and compliance. Human Resource Expertise: 1. Employee Relations: Skilled in managing employee relations, resolving conflicts and fostering positive work environment. 2. Recruitment and Onboarding: Proficient in talent acquisition, conducting interviews and onboarding new hires to ensure they integrate smoothly into the company culture. 3. Performance Management : Conducting evaluations 4 Compliance & Policy Development: Knowledge in Employment laws and regulations

Strategy & Planning: Developed and executed comprehensive, social media strategies to increase brand awareness, engagement. • Content Creation: Designed and managed high-quality content for social media platforms, including graphics, videos and written posts. • Community Management: Monitored and engaged with followers, responding to comments, messages and reviews in a timely manner. • Analytics & Reporting: Utilized analytics tools and track performance metrics, generate reports and provide actionable insights for continuous improvement. • Email Marketing: Created and managed email marketing campaigns to nurture leads and engage customers. Analyzed email performance metrics to improve open and clickthrough rates. • Advertising: Managed online advertising campaigns across various platforms such as Google Ads, Facebook Ads, Instagram and LinkedIn Ads. • Market Research: Conducted market research to identify trends and opportunities. Analyzed competitor strategies to inform marketing decisions. • Conversion Rate Optimization (CRO): Implemented strategies to increase conversion rates on landing pages and sales funnels. Conducted user testing and analyzed behavior to identify areas for improvement. • Budget Management: Developed and managed digital marketing budgets. Ensured efficient allocation of resources to maximize impact

Administrative Support: Managing calendars, scheduling appointments and handling correspondence. Project Management: Coordinating tasks, overseeing projects ans ensuring timely completion.

Strategy & Planning: Developed and executed comprehensive, social media strategies to increase brand awareness, engagement. • Content Creation: Designed and managed high-quality content for social media platforms, including graphics, videos and written posts. • Community Management: Monitored and engaged with followers, responding to comments, messages and reviews in a timely manner. • Analytics & Reporting: Utilized analytics tools and track performance metrics, generate reports and provide actionable insights for continuous improvement. • Email Marketing: Created and managed email marketing campaigns to nurture leads and engage customers. Analyzed email performance metrics to improve open and clickthrough rates. • Advertising: Managed online advertising campaigns across various platforms such as Google Ads, Facebook Ads, Instagram and LinkedIn Ads. • Market Research: Conducted market research to identify trends and opportunities. Analyzed competitor strategies to inform marketing decisions. • Conversion Rate Optimization (CRO): Implemented strategies to increase conversion rates on landing pages and sales funnels. Conducted user testing and analyzed behavior to identify areas for improvement. • Budget Management: Developed and managed digital marketing budgets. Ensured efficient allocation of resources to maximize impact