Cynthia Goins-Lamar
Sanford,FL
Summary
Highly skilled professional with 25+ years of experience adept at handling complex customer issues and ensuring positive experiences. Efficiency-driven and organized, with a team-oriented mentality and unwavering dedication to achieving customer satisfaction, business goals, and sales excellence.
Overview
24
24
years of professional experience
Work History
Team Leader
Company
07.2013 - 08.2024
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
Job Title
Aetna Specialty Pharmacy
05.2019 - 05.2022
- Verified patient data and billing information to discover and resolve erroneous bills due to system error
- Performed various pharmacy operational activities with strong commitment to accuracy, efficiency and service quality
- Consulted with insurance company representatives to complete claims processing, resolve concerns and reconcile payments.
- Contributed to a positive team environment through effective communication and collaboration with colleagues.
- Collaborated with healthcare providers to ensure optimal medication therapy outcomes for patients.
- Enhanced patient satisfaction by providing personalized support and education on medication administration and side effects.
- Aided in the implementation of new pharmacy procedures, leading to increased efficiency within the workplace.
Job Title
Entertainment Benefits Group
02.2018 - 05.2019
- Enhanced guest experience by providing exceptional service and engaging entertainment options.
- Created lasting impressions on clients through innovative acts that left them wanting more.
- Developed strong rapport with clients by delivering personalized service tailored to their unique preferences.
- Assisted in the planning and execution of diverse entertainment programs, catering to various audience preferences.
Job Title
Holiday Inn Club Vacations
11.2018 - 02.2019
- Maintained a high standard of cleanliness throughout the property by supervising housekeeping operations and implementing strict hygiene protocols.
- Identified areas for improvement within the inn''s services based on guest feedback analysis, leading to higher overall satisfaction ratings.
- Increased repeat bookings through exceptional customer service, attention to detail, and proactive problem resolution.
- Enhanced guest safety through regular staff training sessions on emergency procedures as well as proper equipment usage.
Job Title
Westgate Resort Owner’s Referral
02.2013 - 10.2018
- Managed day-to-day business operations.
- Developed and maintained strong relationships with clients, resulting in repeat business and referrals.
- Oversaw daily operations, ensuring all tasks were completed accurately and efficiently by team members.
- Increased customer satisfaction by implementing efficient business processes and providing exceptional service.
- Established foundational processes for business operations.
- Streamlined operational processes to improve efficiency with comprehensive audits and restructuring.
Associate I, Call Center Engagement
Company
07.2000 - 07.2013
- Assisted customers by answering questions and responding to inquiries.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded to customer requests for products, services, and company information.
- Analyzed and escalated complaints, issues, and grievances to designated departments for investigation and response.
Sales Account Executive
FedEx Connextions
04.2012 - 01.2013
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
Patient Care Advocate
Express Scripts/Kelly Services
11.2011 - 03.2012
- Work with other operational departments to research and resolve mail order and claims issues and respond to members within performance agreement guidelines
- Maintain accurate and complete documentation of all inquiries in order to continuously improve the customer service process and reduce potential legal concerns
- Identify and escalate in a prudent manner, concerns received from patients and/or clients so that corrective action can be pursued and expedited to take care of their needs
- Responsible for good housekeeping techniques, adhering to quality and production standards while complying with all applicable company, state and federal safety and environmental programs and procedures.
- Demonstrated empathy toward diverse patient populations, building trust through compassionate interactions.
Customer Services Specialist
Allstate Insurance
03.2011 - 10.2011
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Led quality assurance efforts, maintaining high standards for all products and services.
- Collaborated with cross-functional teams to achieve project goals on time and within budget.
- Implemented new training programs for staff, leading to higher employee retention rates and better overall performance.
Collections and New Accounts Specialists
CNA Commercial Insurance
04.2009 - 12.2010
- Analyzed and verified accounting documents for internal consistency, completeness, mathematical accuracy and made adjustments
- Traced transactions through previous accounting actions to determine source of discrepancies
- Pursued collection of past due receivables and escalated delinquent issues to manager with recommendation for action
- Entered accounting and related data into accounting systems which may include but would not be limited to checking, verifying, and posted journal entries and accounts payable voucher.
Quality Assurance Supervisor
Health First Management
04.2008 - 01.2009
- Handled HR and payroll functions for staff such as performance management, timecard processing, and time off request
- Directed the workflow of two positions - auditors and data verification reps; included assigning work, monitoring quality and timeliness, and answering questions about required tasks
- Responsible for the coaching and development of agents in the QA department
- Coordinated new hire recruitment, training and development.
Sales and Quality Supervisor
Comcast Cable
03.2004 - 04.2008
- Established competence and continuity of qualified customer service representatives through optimum selection, training and development, appraisal and motivation techniques.
- Ensured high level of customer service staffing levels through efficient scheduling and adjustment to meet peak service demands.
- Provided guidance and/or help to customer service representatives in resolution of difficult subscriber questions and/or problems.
- Monitored employee performance and service to customers
- Responsible for administrative aspects including reporting, time sheets, schedule adherence, etc.
Education
High School Diploma -
John F. Kennedy High School
Skills
- Microsoft Office Suite
- Witness
- Comtrac
- DST
- Collection Q
- MAC
- Compass
- CERES
- Empower@ Receivables Edge
- Underwriter Station
- OneSources
Timeline
Job Title
Aetna Specialty Pharmacy
05.2019 - 05.2022
Job Title
Holiday Inn Club Vacations
11.2018 - 02.2019
Job Title
Entertainment Benefits Group
02.2018 - 05.2019
Team Leader
Company
07.2013 - 08.2024
Job Title
Westgate Resort Owner’s Referral
02.2013 - 10.2018
Sales Account Executive
FedEx Connextions
04.2012 - 01.2013
Patient Care Advocate
Express Scripts/Kelly Services
11.2011 - 03.2012
Customer Services Specialist
Allstate Insurance
03.2011 - 10.2011
Collections and New Accounts Specialists
CNA Commercial Insurance
04.2009 - 12.2010
Quality Assurance Supervisor
Health First Management
04.2008 - 01.2009
Sales and Quality Supervisor
Comcast Cable
03.2004 - 04.2008
Associate I, Call Center Engagement
Company
07.2000 - 07.2013
High School Diploma -
John F. Kennedy High School
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