Jacquelyne Binford
Magnolia,TX
Summary
Dynamic leader with extensive experience at CVS Health, excelling in team development and customer experience enhancement. Proven track record in driving performance improvements through effective coaching and root cause analysis. Skilled in cross-functional collaboration and employee engagement initiatives, fostering a high-performing culture that consistently meets service level goals.
Overview
4
4
years of professional experience
Work History
Supervisor, Customer Relations
CVS Health
01.2023 - Current
- Led, coached, and developed high-performing team of agents and a Senior Agent, fostering culture of engagement, accountability, and Heart At Work Behaviors.
- Set and communicate clear expectations for quality, productivity, and customer satisfaction, monitoring results to ensure consistent achievement of key service levels.
- Handle escalated and complex customer issues, performing root cause analysis and implementing process or coaching interventions to reduce recurrence and improve outcomes.
- Oversee daily operations across RXCR and OTCHS workstreams, reviewing performance trends and refining workflows to improve efficiency and the overall customer experience.
- Drove team engagement through structured communication, including daily recap emails, mid-month and end-of-month performance reviews, and individualized feedback for each colleague.
- Design and facilitate culture-building and development activities (e.g., 'Crushers Got Talent,' huddle teach-backs, weekly vent sessions) to create a safe, supportive, and collaborative environment.
- Lead the Voice of Customer process while supporting CVS.com by pulling, reviewing, and summarizing daily feedback, identifying themes, and sharing weekly and monthly insights, including Toluna YTD statistics.
- Collaborated with supervisors and cross-functional partners (training, knowledge, product, vendor partners) to share best practices, build SOPs, and enhance tools and processes.
- Partner with Training to update materials, including Salesforce screenshots, and support readiness for both internal and vendor teams.
- Demonstrate strong commitment to self-development by volunteering for projects and completing over 22 Develop U courses since joining CVS Health to strengthen leadership and operational capabilities.
- CVS.com / RXCR / OTCHS
Customer Service / Supervisor Support
CVS Health
01.2022 - 01.2023
- CVS.com (Alorica)
- Supported CVS.com customer service operations at Alorica, acquiring in-depth knowledge of processes, systems, and customer needs to enhance service delivery.
- Built a foundation in call center best practices, customer care, and issue resolution that enabled a smooth transition into internal CVS Health leadership roles.
- Built and sustained an engaged, high-performing team through consistent coaching, feedback, and recognition.
- Utilized Voice of Customer and Toluna data to identify trends and inform leadership, driving targeted improvements in service quality.
- Demonstrated flexibility and extensive business knowledge by contributing to CVS.com, RXCR, and OTCHS workstreams to support cross-functional objectives.
- Actively pursued professional growth through continuous learning, projects, and partnership with Training and other internal teams.
Education
High School -
Pflugerville High School
Pflugerville, TX12-2003
Some college credit - Signlanguage
Austin Community College
Austin, TXSkills
- Team leadership and coaching
- Employee development
- Call center operations
- Customer experience enhancement
- Voice of customer analysis
- Performance management strategies
- Employee engagement initiatives
- Culture building practices
- Root cause analysis techniques
- Process improvement methodologies
- Cross-functional collaboration
- Training support and documentation
- Change management processes
- Continuous improvement practices
- Leadership development programs
Selected Strengths And Contributions
- Built and sustained an engaged, high-performing team through consistent coaching, feedback, and recognition.
- Effectively used Voice of Customer and Toluna data to identify trends, drive improvements, and inform leadership and partners.
- Demonstrated flexibility and broad business knowledge by supporting CVS.com, RXCR, and OTCHS workstreams.
- Actively pursued professional growth through continuous learning, projects, and partnership with Training and other internal teams.
Timeline
Supervisor, Customer Relations
CVS Health
01.2023 - Current
Customer Service / Supervisor Support
CVS Health
01.2022 - 01.2023
High School -
Pflugerville High School
Some college credit - Signlanguage
Austin Community College