David M. Cole
Raleigh,NC
Summary
Dynamic customer service professional with a proven track record of enhancing group communication and resolving complex issues. Expertise in managing patient inquiries, collaborating with medical teams, and ensuring exceptional service delivery. Recognized for strong commitment to teamwork and adaptability, consistently achieving outstanding results in high-pressure environments. Renowned for empathetic interactions, active listening skills, and effective conflict resolution that foster positive consumer and or patient experiences.
Overview
20
20
years of professional experience
Work History
Ralph Lauren Retail Specialist
Belk Men's Store of Crabtree
12.2024 - 11.2025
- Maintained constant customer engagement through personalized shopping as well special/mail-order facilitation for Polo Ralph Lauren garments, suiting and accessories.
- Implemented, updated and maintained visual merchandising strategies to optimize product displays and drive sales across the Polo brand portfolio.
- Collaborated with management as well as team members to sustain accurate inventory levels and streamline stock replenishment processes.
- Conducted orientation and training for new teammates on store policies, customer service essentials, and operational procedures.
Billing Reimbursement Specialist
Biologics by Mckesson (via Amerit Consulting Staff Agency)
08.2024 - 10.2024
- Processed insurance company payments in compliance with contractual agreements, ensuring accuracy and timeliness.
- Assisted patients in enrolling in copay card services and patient assistance programs, facilitating access to rare and high-cost medications and treatments.
- Investigated prior authorization requirements and handled appeals for medications used in the treatment of blood cancers.
- Communicated with internal departments regarding changes in government regulations affecting reimbursement procedures.
- Acted as a liaison between healthcare providers and payers to resolve disputes related to claim payments or denials.
- Successfully completed a two-month contract assignment, demonstrating adaptability and expertise in temporary staff roles.
Retail Sales Associate
Super-Target #1932
02.2024 - 07.2024
- Provided friendly, knowledgeable assistance to customers on the sales floor, ensuring a seamless shopping experience.
- Maintained and organized the sales floor in compliance with company merchandising standards, enhancing product visibility and overall store presentation.
- Consistently delivered exceptional customer service, fostering positive guest experiences and repeat business.
- Resolved customer disputes promptly and professionally, ensuring customer satisfaction and upholding the company's reputation.
- Gained valuable experience in customer service by effectively addressing and resolving customer inquiries and complaints with a positive and solutions-oriented approach.
Pharmacy Care Coordinator
Fortrea (formerly LabCorp Drug Development)
10.2022 - 11.2023
- Assisted patients, prescribers, and caregivers in scheduling the disbursement of Eli Lilly specialty medications, coordinated overnight deliveries, and referred clinical inquiries to registered pharmacists.
- Accepted 45 to 75 inbound calls daily from patients, prescribers, and third-party pharmaceutical service vendors regarding the Lilly Cares Patient Assistance Foundation program.
- Monitored pharmaceutical stock levels, anticipated medication and supply needs, and placed or expedited orders to ensure timely availability of required medications.
Reimbursement Program Specialist, Case Manager
LabCorp Drug Development (formerly Covance)
07.2019 - 10.2022
- Conducted insurance verifications to understand if patient's prescribed therapy is eligible for coverage.
- Coordinated prior authorizations, formulary exceptions, investigated alternative insurance coverage or other alternate funding sources on behalf of the patients per the program specifications.
- Processed patient enrollment applications of various complexities, and followed the programs specifications to determine their eligibility.
- Placed follow up calls and responded to inquiries from patients, healthcare providers and insurance carriers as necessary.
- Coordinated with partner distributors and pharmaceutical manufacturers to request products per the program’s guidelines and tracked shipments.
- Facilitated the order and transfer of prescriptions based on their degrees of urgency to specialty pharmacies as appropriate.
- Evaluated and reported Adverse Events as well as Product Complaints per contract holder and FDA guidelines in order to promote consumer confidence and product safety.
Lead Bartender
Shuckin' Shack at Tryon Village
10.2018 - 07.2019
- Extensive experience promoting oyster tasting as well as craft beer pairing.
- Responsible for all front of house closing and opening duties for a 75 seat restaurant and bar.
- Able to facilitate superior guest experiences while often working alone or with just one other server via friendly communication and dedication to teamwork.
- Kept accurate inventories and notified management of ordering needs for liquor, beer, wine and bar supplies.
Call Center Representative
Innovative Financial Group
01.2018 - 10.2018
- Started off as a call placer, engaging potential clients on the phone before transferring them to a licensed sales agent if the client passed several screening questions.
- Rigorous training and experience with call center platforms such as RingCentral, SalesForce, Zendesk.
- Completed 40 certified hours of study in preparation for NC Department of Insurance exams prior to attaining licenses for Accident & Health or Sickness, Life & Annuities and Medicare Supplemental/Long-Term Care sales.
- Utilized both cold-calling as well as mailer leads to cover an extensive sales territory of 4 counties in southeastern North Carolina.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
Dinner & Banquet Server
Boca Bay Seafood & Oyster Bar
04.2016 - 10.2018
- Worked 30+ hours per week as a dinner server at a locally owned and nationally acclaimed fine dining seafood establishment.
- Consistently successful at managing the transition between intimate table-side service and large scale banquet style events such as corporate holiday parties, wedding receptions, family beach reunions, etc.
- Often requested personally by regular dining patrons for exceptional experience and exquisite knowledge of seafood as well as craft beer and fine wine.
Independent Sales Agent
AmeriLife & Health Of Wilmington
08.2015 - 12.2017
- Commission Sales Agent appointed with over 40 nationally recognized Insurance and Securities companies.
- Licensed in both North Carolina and South Carolina to sell Health, Life/Annuity and Medicare supplement policies.
- Customized Medicare Supplement, Final Expense, Term Life and Annuity policies to suit each client’s specific individual needs.
Dinner Server
Bonefish Grill Of Greensboro & Wilmington
06.2013 - 12.2015
- Often recognized for sales volume and customer satisfaction survey percentage scores.
- Certified annually in sustainable restaurant practices as well as ServSafe.
Clinic Manager
Massage Envy Of High Point
06.2009 - 02.2013
- Established changes in personnel, marketing and sales training that resulted in increased revenue by 41.9% over the 36 months with an average annual increase of 12.5%.
- Helped increase the active membership base by 21.1%.
- Oversaw all aspects and responsibilities of day-to-day clinic operations.
- Recruited, hired and trained all staff, providing direct supervision, ongoing staff development and continuing education to employees.
Assistant Clinic Administrator
Massage Envy of Greensboro
12.2005 - 06.2009
- Held a prospect closing percentage that was consistently above the target rate of 25%.
- Responsibilities included front desk associate sales training, scheduling, routine building maintenance and corporate policy compliance.
- Assisted in the build-out and grand opening of a brand new Massage Envy clinic.
Education
Bachelor of Science (B.S.) - Political Science And Government
University of North Carolina At Greensboro
Greensboro, NC, US08.2008
Skills
- Proficient in handling multiple priorities
- Strong organizational abilities
- Commitment to ethical practices
- Collaborative teamwork skills
- Data analysis proficiency
- Customer Service excellence
- Knowledge of Medicare and Medicaid programs
- Expertise in HIPAA standards
- Customer service
Timeline
Ralph Lauren Retail Specialist
Belk Men's Store of Crabtree
12.2024 - 11.2025
Billing Reimbursement Specialist
Biologics by Mckesson (via Amerit Consulting Staff Agency)
08.2024 - 10.2024
Retail Sales Associate
Super-Target #1932
02.2024 - 07.2024
Pharmacy Care Coordinator
Fortrea (formerly LabCorp Drug Development)
10.2022 - 11.2023
Reimbursement Program Specialist, Case Manager
LabCorp Drug Development (formerly Covance)
07.2019 - 10.2022
Lead Bartender
Shuckin' Shack at Tryon Village
10.2018 - 07.2019
Call Center Representative
Innovative Financial Group
01.2018 - 10.2018
Dinner & Banquet Server
Boca Bay Seafood & Oyster Bar
04.2016 - 10.2018
Independent Sales Agent
AmeriLife & Health Of Wilmington
08.2015 - 12.2017
Dinner Server
Bonefish Grill Of Greensboro & Wilmington
06.2013 - 12.2015
Clinic Manager
Massage Envy Of High Point
06.2009 - 02.2013
Assistant Clinic Administrator
Massage Envy of Greensboro
12.2005 - 06.2009
Bachelor of Science (B.S.) - Political Science And Government
University of North Carolina At Greensboro