Benica Price
Louisville,KY
Summary
Goal-oriented worker with outstanding knowledge of all microsoft applications, and organization. Proven history of increasing productivity and customer satisfaction with great phone skills and talents. Committed to best-in-class customer service and maintaining professionalism. Friendly customer service worker with over 8 years of dedicated experience. Dedicated to exceeding service goals through effective communication skills and abilities.
Overview
8
8
years of professional experience
Work History
Medicare Complaint Analyst
CVS HEALTH CORPORATION
10.2021 - 11.2022
- Analyzed complaint data to identify root causes, trends, issues and regulatory concerns.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded proactively and positively to rapid change.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Assisted with complaint gap analyses and risk assessments.
Case Manager Coordinator
CVS HEALTH CORPORATION
12.2014 - 10.2021
- Intervened in urgent and crisis situations and provided services in compliance with Kentucky and federal regulations and laws.
- Participated in community resource fairs events to deliver information about CVS Health case management services.
- Identified care needs of individual patients and coordinated responses based on physician advice, insurance limitations and procedural costs.
- Participated in professional growth programs to support special education improvement efforts.
- Helped patients receive appropriate, high-quality care with reasonable results.
- Educated patients and loved ones about different treatment options and outside care approaches to reduce burden on hospital resources.
Education
Associate of Science -
Jefferson Community and Technical College
Louisville, KYSkills
- Customer Data Confidentiality
- Complaint Response
- Customer Account Management
- POS Systems and Ordering Platforms
- Efficient and Detail-Oriented
- Call Documentation
- Data Entry and Maintenance
- Courteous with Strong Service Mindset
- Responding to Difficult Customers
- Data Quality
- Root Cause Analysis
- Promoting Brand and Company Identity
- Organizational Systems
- Proficiency in Microsoft Office and G Suite
- Inbound and Outbound Calling
- Membership Inquiries and Renewals
- Collaborative Environments
- Excellent Attention to Detail
Timeline
Medicare Complaint Analyst
CVS HEALTH CORPORATION
10.2021 - 11.2022
Case Manager Coordinator
CVS HEALTH CORPORATION
12.2014 - 10.2021
Associate of Science -
Jefferson Community and Technical College
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