Cheyenne Malcolm
Orlando,FL
Summary
Highly motivated and results-driven customer service professional with extensive experience resolving customer inquiries, managing claims, and supporting pharmacy and insurance processes. Skilled in communication, problem-solving, and delivering timely solutions. Proven ability to exceed performance targets while maintaining high customer satisfaction and compliance standards.
Core Strengths
- Strong Attention to Detail
- Analytical & Critical Thinking
- Dependable & Results-Oriented
- Compassionate Customer Support
- Adaptability & Flexibility
- Positive and Professional Attitude
Overview
2026
2026
years of professional experience
Work History
Pharmacy Customer Service Representative
Prime Therapeutics LLC
06.2023 - 10.2025
- Managed customer inquiries regarding medication benefits and coverage options.
- Processed prescription orders efficiently using pharmacy management software.
- Ensured accurate documentation of customer interactions for compliance and reporting purposes.
- Collaborated with healthcare providers to resolve medication-related issues promptly.
- Delivered exceptional service during high-volume periods, maintaining composure under pressure while managing multiple tasks simultaneously.
Cvs Specialty
Teleporformance
03.2021 - 01.2023
- Respond to high-volume inbound calls from members regarding prescription benefits, medication coverage, and mail-order services.
- Explain insurance benefits, coverage limitations, and formulary changes in clear, professional language.
- Accurately document all member interactions in internal systems while adhering to HIPAA and company policies.
- Collaborate with pharmacists, healthcare providers, and insurance carriers to resolve coverage issues and ensure timely prescription fulfillment.
- Demonstrate empathy and patience while de-escalating complex member concerns.
- Consistently exceed call quality and productivity standards through active listening and problem-solving.
Unemployment Claims Specialist
Robert Half
2019 - 2021
- Processed unemployment claims efficiently, ensuring compliance with state regulations and policies.
- Evaluated claim documentation for accuracy, resolving discrepancies to facilitate timely approvals.
- Collaborated with clients to gather necessary information and clarify claims-related issues.
- Developed training materials for new staff, enhancing onboarding processes and knowledge retention.
Education
High School Diploma -
Wekiva High School
Apopka, FLSkills
- Prescription Processing & Verification
- Medication Coverage & Prior Authorizations
- Insurance Claim Resolution
- Refill Requests & Order Tracking
- Drug Interaction Awareness
- HIPAA Compliance & Confidentiality
- Electronic Health Records (EHR)
- Mail Order Pharmacy Support
- Prescription Coverage & Medication Assistance
- Unemployment Claims Processing
- Eligibility & Benefits Determination
- Fraud Investigation & Compliance
- Multitasking in Fast-Paced Environments
- De-escalation & Problem Resolution
- Active Listening & Clear Communication
- Time Management & Prioritization
- Team Collaboration
- Claims Processing & Resolution
- Data Entry & Documentation Accuracy
- Patient Advocacy & Empathy
- Communication & Conflict Resolution
- Microsoft Office & Internal CRM Systems
Timeline
Pharmacy Customer Service Representative
Prime Therapeutics LLC
06.2023 - 10.2025
Cvs Specialty
Teleporformance
03.2021 - 01.2023
Unemployment Claims Specialist
Robert Half
2019 - 2021
High School Diploma -
Wekiva High School