ELIJAH DAMES
McAllen
Summary
Dynamic, customer-focused professional passionate about connecting with people and delivering exceptional service. Expertise in promoting products, troubleshooting account issues, and fostering positive interactions through patience and professionalism. Proficient in active listening, empathetic communication, and conflict resolution, ensuring customers feel valued and their concerns are addressed effectively. With 15 years of experience in various operating systems and a strong command of Microsoft Office, coupled with a typing speed exceeding 50 WPM, adaptability to new technologies is seamless, driving continuous improvement in customer service delivery.
Overview
8
8
years of professional experience
Work History
Pharmacy Service Representative
CVS Specialty
09.2026 - Current
- Provided empathetic telephone support to patients receiving life-sustaining specialty medications for chronic and complex conditions (e.g., oncology, rheumatoid arthritis, multiple sclerosis), resolving inquiries on prescription refills, order status, delivery coordination, and medication access in a high-volume call center environment.
- Verified and reverified insurance benefits, eligibility, and coverage details; communicated copay amounts to patients; and collaborated with insurance carriers, healthcare providers, and internal teams to obtain prior authorizations, resolve third-party rejections, and address reimbursement or clinical barriers.
- Navigated multiple pharmacy information systems and communication platforms to document interactions, update patient records, collect necessary documentation, and ensure seamless coordination of home delivery for high-cost, injectable, or infused specialty therapies.
Call Center Agent
HHSC Call Center
Edinburg, Texas
12.2020 - 02.2021
- Resolved 90% of customer issues on first contact, minimizing escalations and enhancing customer satisfaction.
- Delivered clear and accurate information on state program policies, benefits, and renewal procedures, leading to increased compliance and retention.
- Earned top performance ranking in a training class of 60+ peers, while mentoring and supporting fellow trainees to strengthen team performance.
Dietary Aide
Windsor Arborview
Edinburg, Texas
01.2018 - 03.2020
- Coordinated with a team of 5+ kitchen staff, dietitians, and healthcare professionals per shift, achieving 100% adherence to dietary guidelines and meal plans.
- Supported 100+ elderly and ill patients daily, assisting with meal selection, tray delivery, and dietary accommodations while demonstrating patience and professionalism.
- Maintained 97% compliance during 5+ state health inspections, ensuring adherence to sanitation, food safety, and operational protocols in a high-pressure environment.
Education
Bachelors - Cyber Security
Southern New Hampshire University
Manchester, New Hampshire01-2025
Skills
- Strong verbal and written communication skills
- Active listening to understand and resolve customer concerns
- Ability to empathize with customers and provide excellent service
- Professional phone etiquette and courteous demeanor
- Conflict resolution and de-escalation techniques
- Ability to navigate multiple computer programs and monitors simultaneously
- Fast and accurate data entry and typing speed (55 Words Per Minute typing speed)
- Experience handling inquiries and account troubleshooting
- Analytical thinking to quickly assess and resolve customer issues
- Strong organizational skills to manage multiple tasks efficiently
- A decade and a half of computer utilization and familiarity with many different Operating systems and computer models
- Willingness to receive and apply feedback for continuous improvement
Timeline
Pharmacy Service Representative
CVS Specialty
09.2026 - Current
Call Center Agent
HHSC Call Center
12.2020 - 02.2021
Dietary Aide
Windsor Arborview
01.2018 - 03.2020
Bachelors - Cyber Security
Southern New Hampshire University