Adam Leslie
Palatine,IL
Summary
Detail-oriented fertility scheduling professional with 9+ years of experience supporting patients and helping train reps. Skilled in communication, task prioritization, and escalation handling. Proven ability to coach others, assist supervisors, and improve customer experience.
Overview
1
1
Certification
11
11
years of professional experience
Work History
PSR 3 Lead Fertility COE
CVS Specialty Pharmacy
Mount Prospect, Illinois
02.2017 - Current
- Assists PSRs with COE fertility knowledge and customer experience support.
- Managed escalation cases, ensuring timely resolution and customer satisfaction.
- Conducted pulse checks and provided Oskar coaching to enhance team readiness.
- Assisted supervisors with RP tickets and scheduling to streamline workflow.
- Setups and presents unleash huddles.
- Handled persona tasks with accuracy and attention to detail.
- Completed SELECT Program.
- Maintained up-to-date knowledge of PeopleSafe and accurately entered overrides per The Source Guideline.
- Completed day-to-day duties accurately and efficiently.
- Experience working as a SME for incoming CVS employees
Title InTouch Crisis Hotline Paraprofessional
University of Illinois, UIC
Chicago, Illinois
06.2015 - 01.2017
- Facilitated de-escalation of callers experiencing anxiety, depression, or suicidal thoughts, enhancing caller safety and emotional support.
- Coached and mentored trainees in program, improving their skills and confidence in providing crisis intervention support.
- Engaged in volunteer activities to strengthen community initiatives, and foster connection and support for individuals in need.
Education
Bachelor of Arts - Psychology
University of Illinois At Chicago
Chicago, IL05-2015
Skills
- Fertility expertise
- Fertility scheduling
- Call handling
- Task prioritization
- Conflict resolution
- Coaching
- Effective communication
Certification
- CphT
Timeline
PSR 3 Lead Fertility COE
CVS Specialty Pharmacy
02.2017 - Current
Title InTouch Crisis Hotline Paraprofessional
University of Illinois, UIC
06.2015 - 01.2017
Bachelor of Arts - Psychology
University of Illinois At Chicago