Fadrian Moton
Memphis,TN
Summary
Dynamic professional with expertise in customer service and warehouse operations including Quality and assurance and customer satisfaction. Ensures HIPAA compliance while effectively resolving complex inquiries and achieving performance targets. Warehouse operations, excelling in remote support and logistics management. Demonstrated ability to resolve complex member inquiries while meeting performance targets. Strong communicator committed to detail and maintaining efficiency in fast-paced settings.
Overview
1
1
Certificate
4
4
years of post-secondary education
6
6
years of professional experience
Work History
Customer Service Representative
Everise
Tennessee, USA
12.2024 - 01.2026
- Provided high-quality remote customer service to CVS Health/Aetna members via inbound calls in a virtual call center environment.
- Resolved inquiries on first call to enhance first call resolution (FCR) and improve member satisfaction.
- Assisted members with health insurance benefits, eligibility verification, claims status, billing inquiries, and coverage explanations to ensure understanding and access to services.
- Explained medical, pharmacy, dental, and behavioral health benefits, including copays, deductibles, coinsurance, and out-of-pocket maximums.
- Supported members with provider searches, referrals, prior authorizations, and care coordination.
- Educated members on telehealth services, pharmacy benefits, preventive care, wellness programs, and cost-saving options to promote informed healthcare decisions.
- Utilized CRM systems and claims platforms to accurately document member interactions while maintaining HIPAA compliance.
- Addressed escalated issues to provide effective resolutions for members. and complex member issues professionally while working independently in a home-based (WFH) environment.
- Met or exceeded KPIs including average handle time (AHT), quality assurance (QA), schedule adherence, and customer satisfaction (CSAT).
Donation center attendant
Goodwill
Memphis, TN
06.2024 - 11.2024
- Completed appropriate paperwork for donations.
- Transferred donated goods from donor's vehicle
- Sorted and placed donations in appropriate containers.
- Greeted and provided friendly service to donors and assisted in transferring items to facility.
- Displayed excellent customer service when greeting customers and accepting donations.
- Sorted and performed quality control measures of donated items.
- Complied with company privacy policies to uphold confidentiality of donors and recipients.
- Prepared shipments of items for transport to alternate locations.
- Opened and closed facility according to operating hours to secure donations and funds.
- Maintained organized and clean worksite.
- Prepared tax receipts and accurately maintained log of received donations and donors.
- Worked closely with teammates to coordinate tasks and support safety.
- Filled orders by packaging items and labeling for delivery.
- Tracked outgoing and incoming shipments of materials, updating inventory frequently.
- Recorded information, product shortages and discrepancies to maintain database accuracy.
Warehouse Picker/Packer
Smith & Nephew
Memphis, USA
02.2021 - 12.2023
- Picked, packed, and prepared materials and products to meet warehouse and production requirements, ensuring timely order fulfillment.
- Located items and verified order accuracy, facilitating smooth transition to next stage of operations.
- Handled materials safely, maintaining organized work area to support overall warehouse efficiency.
- Collaborated with team in high-pressure settings to complete tasks efficiently. while staying focused on accuracy and deadlines.
- Operated pallet jacks to safely transport goods from warehouse to shipping area.
- Printed labels, packaged boxes, and loaded into outbound containers.
Piece Picker
Valu Merchandisers Company
Memphis, USA
12.2020 - 02.2021
- Picked and placed products into totes on production line, ensuring accuracy and efficient workflow.
- Adhered to production instructions and safety procedures in high-volume manufacturing environment to maintain operational standards.
- Followed production instructions and safety procedures in a high-volume manufacturing environment.
- Maintained a strong focus on detail to ensure accuracy in all tasks performed. while consistently meeting daily productivity targets.
Customer Service lead
Tru green
, TN
06.2020 - 12.2020
- Greeted customers and listened closely to problems described to determine solutions.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Supervised day-to-day customer service operations to provide staff with guidance and drive productivity.
- Reviewed associate performance to identify training needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Trained new personnel regarding company operations, policies and services.
Education
Associate Business Degree - Business Administration, Marketing & Management
Institute of Medical and Business Careers
Pittsburgh, PA 07.2023 - 02.2025
High School Diploma -
Sheffield High School
Memphis, TN 08.2017 - 05.2020
Skills
- Customer Service (Inbound & Outbound Calls)
- Customer Engagement
- HIPAA Compliance
- Claim processing/Billing Resolutions
- CRM Systems
- Data entry
- Typing speed 65 WPM
- Computer literacy
- Time Management
- Attention to Detail
- Problem Solving
- Conflict Resolution
- Team Collaboration
- Active Listening/ Empathy
- Critical Thinking
- Negotiation Skills
- Technical Proficiency
- Supply Chain Support
- Customer relations
Certification
Electric Pallet Jack Certification
Timeline
Customer Service Representative
Everise
12.2024 - 01.2026
Donation center attendant
Goodwill
06.2024 - 11.2024
Associate Business Degree - Business Administration, Marketing & Management
Institute of Medical and Business Careers
07.2023 - 02.2025
Warehouse Picker/Packer
Smith & Nephew
02.2021 - 12.2023
Piece Picker
Valu Merchandisers Company
12.2020 - 02.2021
Customer Service lead
Tru green
06.2020 - 12.2020
High School Diploma -
Sheffield High School
08.2017 - 05.2020
Additional Qualifications
- Authorized to work in the United States for any employer
- Remote / work-from-home customer service experience