Courtney Marshall
Seffner ,FL
Summary
Resourceful Account Manager with a proven track record in client oversight, issue resolution, and relationship-building. Collaborative and strategic team leader with a strong background in customer relationship management to drive success. Known for organizational skills and dependability, excelling at managing multiple priorities with a positive attitude. Always willing to take on added responsibilities to ensure achievement of team goals.
Overview
24
24
years of professional experience
Work History
Account Manager Analyst
CVS Health
05.2023 - Current
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
- Established clear communication channels between clients and internal teams, ensuring seamless project execution.
- Collaborated with cross-functional teams to successfully execute meetings.
- Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.
- Provided one-on-one mentoring to help individuals reach their full potential within the organization.
- Maintained thorough documentation of case management activities, facilitating efficient information sharing among internal and external teams.
Customer Care Case Coordinator
CVS Health
05.2020 - 05.2023
- Promptly responded to inquiries and requests from escalated members.
- Provided primary support to internal and external members in fast-paced environment.
- Investigated and resolved member inquiries and complaints quickly.
- Followed up with members about resolved issues to maintain high standards of customer service.
- Drove dispute resolutions using effective problem-solving and by guiding mutual understanding of opposing viewpoints.
Senior Customer Care Representative
CVS Caremark
05.2019 - 05.2020
- Assist Customer Care Representatives with member questions in regards to plan design, copay structure, and other prescription related benefit questions.
- Successfully handle escalated calls.
- Assist pharmacy representatives with billing/claim inquires.
Customer Care Representative
CVS Caremark
09.2017 - 05.2019
- Delivered fast, friendly and knowledgeable service for routine questions and complaints in regards to members prescription benefits.
- Consulted with customers regarding prescription benefit plan information and addressed concerns.
Customer Service Representative
Amazon
01.2016 - 01.2017
- Evaluated customer account information to assess current issues and determine potential solutions.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Delivered high level of service and support to each customer, paving way for future business opportunities.
Enlisted Accession Recruiter
United States Air Force
05.2009 - 02.2013
- Collaborated with applicants to discuss opportunities.
- Built talented pool of quality, skilled delayed enlistment program members, placed individuals in successful positions and gained reputation for sourcing top-quality applicants.
- Facilitated successful recruitment process to source proven candidates in alignment with companies employment goals.
- Maintained current calendar of job fairs. Attended high school and college job fairs.
- Scheduled and led interviews with selected candidates.
- Delivered speeches to groups of people in various venues addressing Air Force opportunities.
Material Management Specialist
United States Air Force
07.2000 - 05.2009
- Completed status reports every daily on logistics activities and issues.
- Loaded, unloaded, moved and sorted materials to keep items flowing to correct locations.
- Printed, picked and packed items for shipment according to tight schedules.
- Checked items into computer system, printed labels and directed to storage locations.
- Attended departmental meetings, providing feedback to enhance future performance.
- Monitored employee performance and provided coaching and constructive guidance to address areas of concern.
- Conducted scheduled and impromptu evaluations to assess work performance.
- Delegated tasks to others on grooming team.
- Performed semi-annual evaluations and reviews for employees.
Education
Associate of Science - Business Administration/Human Resource Management
Community College of The Air Force
Montgomery12.2010
Skills
- Senior leadership support
- Employee coaching
- High-energy attitude
- Training and mentoring
- Active listening strengths
- Excellent communication abilities
- Case management proficiency
- Meeting facilitation
- Problem-Solving
- Attention to Detail
Affiliations
- Named Subject Matter Expert (SME) for GRS Carriers
- Medicare Product Launch (MPL) point of contact
Timeline
Account Manager Analyst
CVS Health
05.2023 - Current
Customer Care Case Coordinator
CVS Health
05.2020 - 05.2023
Senior Customer Care Representative
CVS Caremark
05.2019 - 05.2020
Customer Care Representative
CVS Caremark
09.2017 - 05.2019
Customer Service Representative
Amazon
01.2016 - 01.2017
Enlisted Accession Recruiter
United States Air Force
05.2009 - 02.2013
Material Management Specialist
United States Air Force
07.2000 - 05.2009
Associate of Science - Business Administration/Human Resource Management
Community College of The Air Force
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