Hannah Grimes
Woodlawn,TN
Summary
Versatile and dedicated professional with a proven track record at CVS Health Corporation, excelling in high-pressure environments with exceptional customer service and problem-solving skills. Leveraged expertise in HIPAA compliance and CRM software to enhance customer satisfaction and operational efficiency. Demonstrated leadership in teamwork and a positive attitude, significantly improving client loyalty and repeat business.
Overview
5
5
years of professional experience
Work History
CSR
CVS HEALTH CORPORATION
Woodlawn, TN
08.2022 - Current
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Enhanced patient satisfaction by efficiently processing prescription orders and addressing inquiries.
- Efficiently managed high-pressure situations such as claim denials or unexpected policy cancellations.
- Self-motivated, with a strong sense of personal responsibility.
- Improved customer satisfaction ratings by providing timely and accurate information on claim status.
Delivery Driver
DoorDash
Nashville, TN
08.2020 - 08.2023
- Delivered packages to customer doorsteps and business offices.
- Completed on-time deliveries by choosing best and most efficient routes.
- Improved customer satisfaction by ensuring timely and accurate deliveries of products.
- Read maps, followed oral, and written instructions and used GPS technology to make deliveries.
- Operated vehicle safely in highly congested areas with no traffic violations.
- Maintained upbeat, positive attitude in busy, customer-focused environment.
Private Nanny
Private Home
Clarksville, TN
09.2020 - 07.2022
- Developed strong relationships with parents, maintaining open communication about each child''s progress and needs.
- Oversaw household duties such as light housekeeping tasks or running errands when required.
- Played games, worked on puzzles, and read books to young children.
- Prepared healthy, age-appropriate snacks and meals.
- Established clear expectations for behavior, setting boundaries to create a respectful atmosphere within the home.
CSR
TSYS Call Center
Columbus, GA
05.2019 - 08.2020
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Enhanced customer satisfaction by efficiently addressing and resolving credit card issues.
- Received inbound customer calls related to credit and accounts receivable.
- Identified opportunities for upselling or cross-selling additional products based on customer needs analysis during calls.
- Improved customer satisfaction by efficiently addressing and resolving credit card disputes and inquiries.
Education
No Degree - Education
Grand Canyon University
Phoenix, AZNo Degree - Residential Health Care
Columbus Technical College
Columbus, GA05.2016
Skills
- Call center experience
- Customer Focus
- Complaint Handling
- CRM Software
- Prior Authorization
- HIPAA Compliance
- Healthcare Industry Knowledge
- Pharmacy benefit management
- Home Health Care Familiarity
- First Aid/CPR
- Certified in CPR/AED
- Operating System Expertise
- Friendly, Positive Attitude
- Teamwork and Collaboration
- Problem-Solving
- Attention to Detail
- Typing Speed and Efficiency
- Active Listening
- Critical Thinking
- Problem-solving abilities
- HIPAA knowledge
- HIPAA Privacy Standards
Timeline
CSR
CVS HEALTH CORPORATION
08.2022 - Current
Private Nanny
Private Home
09.2020 - 07.2022
Delivery Driver
DoorDash
08.2020 - 08.2023
CSR
TSYS Call Center
05.2019 - 08.2020
No Degree - Education
Grand Canyon University
No Degree - Residential Health Care
Columbus Technical College