IMAGINE MCCOLLUM
Summary
Experienced customer service representative with a proven track record of providing top-notch service in diverse industries. Skilled in resolving conflicts and retaining customers, utilizing exceptional time management and team leadership abilities to boost satisfaction levels and optimize operational efficiency. Dedicated to cultivating a positive workplace culture and elevating service standards through clear communication and innovative problem-solving techniques.
Overview
8
8
years of professional experience
Work History
Pharmacy Representative
CVS Pharmacy
Remote
08.2024 - 04.2025
- Provided phone-based support to patients receiving critical specialty drug therapy.
- Coordinated and processed new and refill prescription orders, including benefit verification and authorization.
- Translated prescriptions into the pharmacy system and communicated copay details to patients.
- Collaborated with insurers, providers, and internal departments to resolve account and clinical issues, ensuring timely medication fulfillment.
- Demonstrated strong communication skills to align financial and clinical expectations with patient care.
Technical Support Representative
Conduent
01.2022 - 07.2024
- Ensured customer satisfaction by using forward-thinking strategies to meet needs and resolve concerns.
Assisted high volumes of customers daily with a positive and solution-oriented approach.
Responded to 20+ daily inquiries via calls and emails, providing detailed product and service support.
Efficiently multitasked in a fast-paced, high-volume call center environment, consistently meeting deadlines.
Customer Service Representative
SaviLinx
11.2018 - 01.2022
- Handled over 150 customer inquiries professionally, offering tailored solutions and support.
- Actively listened to customer concerns, resolved issues promptly, and escalated complex matters as needed.
- Managed high volumes of calls, emails, and live chats with minimal wait times.
- Delivered personalized service by applying deep product knowledge to each customer interaction.
Customer Service Representative
Walmart
06.2017 - 11.2018
- Built strong relationships with 100+ customers, team members, and managers to promote a productive and positive work culture.
Provided prompt, friendly, and knowledgeable support for general inquiries and customer complaints.
Maintained up-to-date knowledge of over 200 products and services to resolve issues efficiently.
Evaluated performance for 75+ team members and provided motivation to enhance productivity.
Education
Oak Grove High School
05.2016
Skills
- Conflict Resolution
- Time Management
- Customer Retention
- Team Leadership
Timeline
Pharmacy Representative
CVS Pharmacy
08.2024 - 04.2025
Technical Support Representative
Conduent
01.2022 - 07.2024
Customer Service Representative
SaviLinx
11.2018 - 01.2022
Customer Service Representative
Walmart
06.2017 - 11.2018
Oak Grove High School