Charniqua Shelton

• Built and maintained trusted relationships with patients, prescribers, and client stakeholders by delivering accurate, timely support for reimbursement and access issues.
• Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
• Built rapport with customers by consistently delivering excellent service, fostering long-term loyalty.
• Handled inbound and outbound calls with patients, caregivers, HCPs, and specialty pharmacies to resolve access-related inquiries.
• Delivered personalized case support to patients and HCPs, ensuring seamless communication on benefit coverage and next steps in treatment access.
• Communicated regularly with management to provide updates on overall team performance, customer feedback trends, and suggestions for ongoing improvements within the department.
• Documented customer interactions in internal database to maintain customer service history details.
• Reported adverse events, product complaints, and medical inquiries in alignment with program operating procedures.
• Followed up with payers and providers to confirm accurate and timely submission of access-related documentation.

• Documented customer interactions in CRM systems to maintain accurate records of requests, issues, and resolutions.

• Facilitated customer payments and established tailored payment plans to resolve outstanding account balances.

• Coordinated urgent roadside assistance by prioritizing safety-critical situations with efficiency.

• Communicated effectively with colleagues and management to ensure seamless customer care and issue resolution.

• Delivered exceptional service by addressing customer concerns with attentiveness and crafting effective solutions.

• Conveyed customer feedback to cross-functional teams, driving product and service enhancements.

• Resolved escalated customer issues promptly by identifying root causes and implementing corrective measures.

• Trained and mentored new team members on customer service best practices and company protocols.

• Exceeded performance metrics by maintaining high customer satisfaction scores and meeting response time targets

•Led a team to meet daily operational goals, ensuring efficiency and accuracy in deliverables.
• Delegated tasks and responsibilities among team members to align with their strengths and professional growth goals.
• Provided ongoing coaching, mentorship, and performance feedback to team members, fostering a collaborative work environment.
• Designed and implemented pilot programs to test new processes, tracked results, and adjusted strategies to improve overall performance.
• Tracked team performance metrics and delivered regular reports to upper management, driving data-driven decisions.
• Conducted team training sessions to align staff with organizational goals, ensuring adherence to company policies and procedures.
• Addressed customer inquiries via phone and email, maintaining strong client relationships and resolving issues promptly.
• Managed front desk operations, ensuring professionalism and prompt responses to customer needs.
• Maintained a comprehensive database of candidate records, streamlining the recruitment process.
• Mentored junior recruiters, providing guidance on sourcing strategies and process
• Assisted coworkers with daily tasks and special projects, contributing to team productivity.