Donisha Stewart
Goose Creek,South Carolina
Summary
A dynamic and forward-thinking customer service professional with an extensive background in troubleshooting, data analysis, customer service, technical support, operating systems, training and development, hiring, needs assessment, data entry, audit, succession planning, and organizational development. Proven capabilities in identifying customer needs, generating data reports, and documenting customer correspondence. Serves as a key contributor to the ongoing success of the organization.
Knowledgeable Desired Position with solid history in resolving complex customer issues efficiently and with high satisfaction rates. Proven track record in identifying root causes and implementing effective solutions. Demonstrated ability in conflict resolution and effective communication.
Overview
8
8
years of professional experience
Work History
Resolution Coordinator 3 Contact Center
WALMART
Remote
01.2024 - 01.2025
- Assisted associates in resolving issues within the store through making tickets.
- Trained in multiple departments, processing customer service requests through phone and email support and chat.
- Documented customer correspondence in CRM to track requests, problems, and solutions.
- Identified associates’ needs, providing education about features and benefits of company products and services.
- Supported associates through troubleshooting, navigating company website / mobile app, and using products or services.
- Generated passwords for pharmacy and Optical associates.
- Advised associates, providing confirmations, answering questions, and offering general information.
Insurance Verification Specialist
BENEFITFOCUS
Remote
01.2020 - 01.2022
- Trained in multiple departments to know all company needs and train new employees.
- Reviewed and applied required modifications to Salesforce systems.
- Processed customer service requests through phone and email support.
- Customized CRM by using up-to-date tools, including workflows and triggers.
- Logged customer interactions in CRM to track inquiries, issues, and resolutions.
- Identified customer needs and proactively educated them about features and benefits of company products and services.
- Audited internal data and processes to identify and manage initiatives, improving business performance.
- Proposed metrics and models based on observed trends.
- Collaborated with internal teams to understand business needs and changing strategies.
- Ensured compliance with HIPAA regulations while managing sensitive patient information during the verification process.
- Updated patient records with accurate, current insurance policy information.
- Complied with HIPAA guidelines and regulations for confidential patient data.
- Assisted patients with understanding personalized insurance coverage and benefits.
Pharmaceutical Sales Representative
ALORICA
Charleston, South Carolina
01.2019 - 01.2020
- Assisted in implementing effective business solutions.
- Validated and logged essential company data into the database.
- Processed information from automated systems to maintain updated records.
- Created data reports and logged company findings into database.
- Supported data entry across departments as requested, switching promptly to new projects.
Customer Service Representative
IGOR
North Charleston, South Carolina
01.2017 - 01.2019
- Assisted staff in resolving complex customer issues and implementing targeted solutions.
- Trained in multiple departments, processing customer service requests through phone and email support and live chat.
- Documented customer correspondence in CRM to track requests, problems, and solutions.
- Identified customer needs, providing education about features and benefits of company products and services.
- Supported customers through troubleshooting, navigating company website / mobile app, and using products or services.
- Advised customers, providing confirmations, answering questions, and offering general information.
Education
Degree in Applied Science (AS) - undefined
MILLER-MOTTE TECHNICAL COLLEGE
Charleston, South CarolinaSkills
- Microsoft Office Suite
- Salesforce
- Zendesk
Timeline
Resolution Coordinator 3 Contact Center
WALMART
01.2024 - 01.2025
Insurance Verification Specialist
BENEFITFOCUS
01.2020 - 01.2022
Pharmaceutical Sales Representative
ALORICA
01.2019 - 01.2020
Customer Service Representative
IGOR
01.2017 - 01.2019
Degree in Applied Science (AS) - undefined
MILLER-MOTTE TECHNICAL COLLEGE