Courtney L Marshall
Valrico,FL
Summary
Award-winning Senior Analyst and 2025 CVS Account Manager of the Year (CarelonRx Account Team Division) with a robust track record of driving operational efficiency, cross-functional leadership, and data-driven strategic insights within enterprise healthcare organizations. Expert at managing complex, large-scale healthcare client operations, analyzing performance trends, and translating intricate data into actionable strategies. Proven ability to collaborate with network stakeholders to optimize outcomes, streamline workflows, and ensure high-level quality performance. Bringing a unique blend of corporate healthcare expertise and disciplined leadership from a background as a U.S. Air Force Veteran.
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.
- Developed and delivered ad-hoc reports to support informed decision-making regarding business needs.
- Optimized project management, resulting in timely deliverables and improved client satisfaction rates.
- Collaborated in the development of complex dashboards and ad-hoc reporting tools to enhance tracking of business performance metrics.
- Conducted assessments to pinpoint areas for enhancement and deployed actionable 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
- Cultivated robust relationships and proactively addressed client needs.
- Resolved complex client issues to mitigate potential losses while ensuring strong, collaborative relationships with all parties.
- Developed and maintained effective communication pathways between clients and internal teams, ensuring seamless project delivery.
- Coordinated efforts with cross-functional teams to enhance meeting outcomes and ensure alignment.
- Facilitated a culture of continuous learning and improvement through the establishment of effective knowledge sharing practices.
- Facilitated one-on-one mentoring sessions to empower individuals in achieving personal and professional growth.
- Developed and maintained detailed records of case management activities, promoting efficient information exchange between internal and external stakeholders.
Customer Care Case Coordinator (Remote)
CVS Health
Orlando , FL
05.2020 - 05.2023
- Conducted thorough investigations into member inquiries, ensuring high-quality service delivery and comprehensive documentation of case management processes.
- Coordinated support services for internal and external members, ensuring effective communication and collaboration in a high-pressure atmosphere.
- Conducted thorough investigations into member inquiries and complaints, ensuring prompt and effective resolutions.
- Conducted follow-up communications with members to confirm resolution of issues and enhance customer satisfaction.
- Facilitated dispute resolutions through strategic problem-solving and fostering mutual understanding of differing perspectives.
Senior Customer Care Representative (Remote)
CVS Health
Orlando , FL
05.2019 - 05.2020
- Supported customer care representatives by addressing member inquiries regarding plan design, copay structure, and prescription-related benefits.
- Addressed critical customer inquiries to maintain high levels of satisfaction and foster retention.
- Provided support to pharmacy representatives by addressing billing and claim inquiries to enhance operational efficiency.
Customer Care Representative (Remote)
CVS Health
Orlando, FL
09.2017 - 05.2019
- Provided prompt, courteous, and expert assistance for routine inquiries and concerns regarding members' prescription benefits.
- Assessed customer needs regarding prescription benefit plans and delivered tailored solutions to enhance satisfaction.
Customer Service Representative (Remote)
Amazon LLC
Zephyrhills, FL
11.2015 - 11.2016
- Addressed customer inquiries by employing effective communication and problem-solving techniques.
- Managed escalated customer calls to deliver effective resolutions that aligned with company objectives.
- Elevated Action: Spearheaded customer satisfaction initiatives by swiftly resolving concerns and delivering precise 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, Alabama12.2010
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 - 11.2016
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
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
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