Work Preference
Summary
Overview
Work History
Education
Skills
Affiliations
Timeline
CVS Account Manager of the Year 2025
Hard Skills
CVS Account Manager of the Year 2025
Generic
Open To Work

Courtney Marshall

Valrico,FL

Work Preference

Desired Job Title

Sr Analyst, Account Management (Remote)Account Manager Analyst (Remote)Customer Care Case Coordinator (Remote)Senior Customer Care Representative (Remote)Customer Care Representative (Remote)

Work Type

Full Time

Location Preference

On-SiteRemoteHybrid
Location: Valrico, FLTampa, FL
Open to relocation: Yes

Salary Range

60000/yr - 200000/yr

Summary

Results-driven Senior Analyst recognized for exceptional teamwork, leadership, and communication skills. Extensive experience in managing large-scale projects and efficiently addressing daily operational requests demonstrates a proven track record of delivering high-quality outcomes under tight deadlines. Strong technical acumen and analytical skills ensure effective problem-solving and project execution. Committed to driving organizational success through strategic insights and collaborative efforts.

Overview

17
17
years of professional experience

Work History

Sr Analyst, Account Management (Remote)

CVS Health
Work From Home
05.2024 - 05.2026
  • Mentored over twenty-two junior analysts, fostering professional development while enhancing overall team performance.
  • Collaborated with cross-functional teams to identify areas of improvement, leading to increased operational effectiveness.
  • Nurtured strong working relationships with clients, ensuring their needs were met while exceeding expectations on deliverables.
  • Enhanced team productivity by streamlining workflow processes and implementing time-saving strategies.
  • Generated ad-hoc reports to evaluate specific business requirements.
  • Optimized project management, resulting in timely deliverables and improved client satisfaction rates.
  • Assisted with development of complex dashboard and reporting tools to track business performance metrics.
  • Identified areas in need of improvement and implemented solutions.
  • Developed and implemented process improvements that enhanced operational efficiency across departments.

Account Manager Analyst (Remote)

CVS Health
Work From Home
05.2023 - 05.2024
  • Built strong relationships and addressed needs promptly
  • Successfully resolved escalated issues, preventing potential loss of 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
  • Maintained thorough documentation of case management activities, facilitating efficient information sharing among internal and external teams

Customer Care Case Coordinator (Remote)

CVS Health
Orlando , FL
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 (Remote)

CVS Health
Orlando , FL
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 (Remote)

CVS Health
Orlando, FL
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 (Remote)

Amazon LLC
Zephyrhills, FL
11.2015 - 07.2016
  • Resolved customer inquiries through effective communication and problem-solving techniques.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.

Enlisted Accessions Recruiter

United States Air Force, USAF
Conway, AR
05.2009 - 02.2013
  • Developed and implemented recruitment strategies to attract top talent for Enlisted Accessions.
  • Conducted comprehensive interviews to assess candidate qualifications and suitability for military service.
  • Collaborated with community organizations to promote awareness of Air Force career opportunities.
  • Streamlined application processes, enhancing candidate experience and engagement throughout recruitment cycle.

Education

Associate of Science - Business Administration/Human Resource Management

Community College of The Air Force
Montgomery, Alabama
12.2010

Skills

  • Team leadership
  • Strategic issue identification
  • Cross-functional collaboration
  • Logical evaluation
  • Strong written and verbal communication
  • Detail-oriented approach
  • Client relationship management
  • Data-driven decision making
  • Performance assessment analysis

Affiliations

  • Government Retiree Solutions SME
  • Account Management New Hire Orientation and Training Materials
  • Conduct Account Management New Hire Training
  • Account Management Manual Updates
  • Salesforce Dashboard Enhancements and Modifications
  • Lead weekly Issue Management and Team Huddle Meetings
  • Monthly Salesforce Quality Assurance Evaluation POC

Timeline

Sr Analyst, Account Management (Remote)

CVS Health
05.2024 - 05.2026

Account Manager Analyst (Remote)

CVS Health
05.2023 - 05.2024

Customer Care Case Coordinator (Remote)

CVS Health
05.2020 - 05.2023

Senior Customer Care Representative (Remote)

CVS Health
05.2019 - 05.2020

Customer Care Representative (Remote)

CVS Health
09.2017 - 05.2019

Customer Service Representative (Remote)

Amazon LLC
11.2015 - 07.2016

Enlisted Accessions Recruiter

United States Air Force, USAF
05.2009 - 02.2013

Associate of Science - Business Administration/Human Resource Management

Community College of The Air Force

CVS Account Manager of the Year 2025

Awarded the 2025 CVS Account Manager of the year for the CarelonRx Account Team Division

Hard Skills

  • Research and Analysis
  • Salesforce
  • Microsoft Office Suite
  • Strategic case management
  • Meeting facilitation
  • Problem-solving
  • Time management
  • Process Improvement
  • Training and Development

CVS Account Manager of the Year 2025

Awarded the 2025 CVS Account Manager of the year for the CarelonRx Account Team Division

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Courtney Marshall