Asia Walcott
Raleigh,NC
Summary
Motivated professional focused on streamlining service procedures and maximizing team productivity. Consistent in satisfying customers, building loyalty and driving retention processes. Demonstrates superb judgment in balancing customer, employee, and company objectives.
Overview
14
14
years of professional experience
Work History
Customer Service Representative
FFRT
HybridDurhsm, Nc
09.2025 - 07.2026
- Resolved customer inquiries through phone, email, and chat support.
- Collaborated with team members to enhance service delivery strategies.
- Maintained detailed records of customer interactions in the CRM system.
Coaching Supervisor
Vacation Myrtle Beach
Myrtle Beach, South Carolina
01.2024 - 04.2024
- Directed and supervised team of 15 employees in daily operations.
- Developed and implemented operational policies and procedures to ensure efficiency and accuracy of workflows.
- Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
- Monitored call center performance metrics and identified areas for improvement.
- Enforced company policies, procedures, and standards related to customer service operations.
- Provided coaching and feedback to employees regarding customer service processes.
- Coordinated customer service staff to ensure prompt resolution of customer inquiries.
- Conducted regular one-on-one meetings with team members to discuss progress and development needs.
- Resolved escalated customer complaints in a timely manner.
- Assisted with the recruitment process by screening resumes, conducting interviews, and providing recommendations for hiring decisions.
- Managed daily staffing schedules to ensure adequate coverage at all times.
- Documented detailed reports of daily activities within the call center environment.
- Created weekly reports summarizing operational performance metrics.
- Facilitated team meetings focused on developing solutions for common issues encountered in the call center environment.
- Performed root cause analysis on complex technical problems reported by customers.
- Contacted customers to assess needs and deliver solutions.
Personalized Supply Chain Specialist
World Courier Inc.
Cary, NC
04.2020 - 12.2023
- Active live logistics monitoring of specialty cell and gene therapy and direct to patient shipments.
- Responded to inquiries from both external and internal customers.
- Relayed information between drivers and recipients, including ETA and potential delays.
- Logged, processed and followed up on orders placed.
- Documented shipping and transportation information and communicated with dispatchers.
- Completed in-depth research for numerous issues and communicated all issues to client.
- Monitor and handle the shared email inboxes associated with high level specialty department.
- Completed accurate and efficient data entry updates to monitoring spreadsheets.
Customer Service Support Representative
Laboratory Corp Of America Holdings
Burlington, NC
01.2019 - 03.2020
- Delivered high level of service and support to each customer, paving way for future business opportunities.
- Prevented key account losses by researching discrepancies for corrective action.
- Achieved high customer satisfaction scores by de-escalating complaints quickly.
- Worked with managers to develop service improvement initiatives.
- Escalated customer satisfaction ratings by offering valuable insights to customers needs and expectations.
- Notify clients of test results
- Perform administrative support for medical record management, CRM data maintenance, and internal records to assure HIPAA compliance
- Work in multiple databases to research complex issues and question
- Inquire, clarify, and confirm customer requirements and understanding of the solution. Provide additional customer education as needed
Customer Escalation Analyst
Blue Cross Blue Shield Of North Carolina
Durham, NC
02.2012 - 05.2017
- Documented process flows and developed requirements for functional improvements and enhancements.
- Identified and analyzed business strategy implications for new lines of business to increase longevity.
- Documented conversations with customers to track requests, problems and solutions.
- Provided detailed monthly departmental reports and updates to senior management.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Provided advice and front-line expertise to internal committees in order to improve team, service and procedural standards.
- Routinely prepared and evaluated reports to identify problems and areas for improvement.
- Created and implemented process improvements to reduce workloads and bolster callback efficiency.
- Improved productivity by providing CSR performance feedback for corrective action.
- Completed frequent assessments of training materials, structure and success rates in order to enhance program.
- Created and offered additional materials to enhance training for Healthcare Reform initiative.
- Ability to handle difficult conversations with Senior Leadership at the Customer
Education
Some College (No Degree) - Business Administration And Management
Winston Salem State University
Winston-Salem, NCSome College (No Degree) -
Miller-Motte Technical College - Raleigh NC
Raleigh, NCHigh School Diploma -
Northern High School
Durham, NC05.2002
Skills
- Microsoft Office expertise
- Product organization
- Report creation
- Business development understanding
- Customer relations
- Project management abilities
- High-energy attitude
- Organizational strengths
- Strategic decision making
- Advanced problem solving abilities
- Process development
- Complex problem resolution
- Business process improvement
- Critical thinking
- Portfolio management
- Client acquisition
- Medical terminology
- Insurance terminology
- Insurance plan verification
- Patient rapport
- Error identification
- Filing and data archiving
- Spreadsheet management
- Email communications
- Patient relations
- Insurance practices
- Medical billing
Timeline
Customer Service Representative
FFRT
09.2025 - 07.2026
Coaching Supervisor
Vacation Myrtle Beach
01.2024 - 04.2024
Personalized Supply Chain Specialist
World Courier Inc.
04.2020 - 12.2023
Customer Service Support Representative
Laboratory Corp Of America Holdings
01.2019 - 03.2020
Customer Escalation Analyst
Blue Cross Blue Shield Of North Carolina
02.2012 - 05.2017
High School Diploma -
Northern High School
Some College (No Degree) -
Miller-Motte Technical College - Raleigh NC
Some College (No Degree) - Business Administration And Management
Winston Salem State University