Overview
Work History
Education
Skills
Timeline
BusinessDevelopmentManager

Kierra Reliford

Mckinney,Texas

Overview

14
14
years of professional experience

Work History

Customer Support Specialist (Remote)

CVS Health
10.2019 - 06.2024
  • Responding to customer queries in a timely and accurate way, via phone, email or chat
  • Identifying customer needs and helping customers use specific features
  • Analyzing and reporting product malfunctions
  • Update our internal databases with information about technical issues and useful discussions with customers
  • Monitor customer complaints on social media and reach out to aid
  • Share feature requests and effective workarounds with team members
  • Inform customers about new features and functionalities
  • Follow up with customers to ensure their technical issues are resolved
  • Gather customer feedback and share with our Product, Sales and Marketing teams
  • Assist in training junior Customer Support Representatives
  • Work independently, honor commitments to our members, and collaborate with team members to create a remarkable member experience

Administrative Assistant

Sedgwick
05.2018 - 08.2019
  • Produces correspondence, reports, and other documentation; files documents, maintains and tracks suspense file, photocopies, sends and receives facsimile transmissions, etc
  • Provides back-up telephone support
  • Processes invoices and billings; maintains records and maintains unit attendance records
  • Makes travel arrangements
  • Maintains adequate supply inventory; orders supply as needed
  • Performs other duties as assigned
  • Supports the organization's quality program(s)

Customer Service Representative

Blue Cross Blue Shield AL
12.2016 - 05.2018
  • Manage incoming calls, faxes and ePAs related to pharmacy prior authorizations
  • Refers cases requiring clinical review to a pharmacist or Medical Director
  • Responsible for the identification and data entry of pharmacy prior authorization requests
  • Analyzes problems and provides information/solutions
  • Conducts clinical screening process
  • Develops and maintains positive customer relations and coordinates with various functions within the company to ensure customer requests and questions are handled appropriately and in a timely manner
  • Operates a PC/image station to obtain and extract information, documents information, activities and changes in the database
  • Thoroughly documents inquiry outcomes for accurate tracking and analysis
  • Researches and analyzes data to address operational challenges and customer service issues
  • Provides external and internal customers with requested information
  • Under immediate supervision, receives and places follow-up telephone calls / e-mails to answer customer questions that are routine in nature

Customer Service Rep/Patient Advocate

Express Scripts
08.2014 - 11.2016
  • Handle inbound and outbound member, provider and physician calls
  • Answer questions related to pharmacy benefits, while maintaining productivity standards and performance guarantees where applicable
  • Work with other operational departments to research and resolve mail order and claims issues and respond to members within performance agreement guidelines
  • Maintain accurate and complete documentation of all inquiries in order to continuously improve the customer service process and reduce potential legal concerns
  • Identify and escalate in a prudent manner, concerns received from patients and/or clients so that corrective action can be pursued and expedited to take care of their needs
  • Responsible for good housekeeping techniques, adhering to quality and production standards while complying with all applicable company, state and federal safety
  • Other duties as needed

Front Office Clerk

Christ Community Clinic
07.2011 - 06.2014
  • Greet and welcome guests
  • Answer questions and address complaints
  • Receive letters, packages etc
  • And distribute them
  • Answer all incoming calls and redirect them or keep messages
  • Check, sort and forward emails

Retail Customer Service Associate

Macy's Clothing Store
08.2010 - 05.2011
  • Open and close cash registers, performing tasks such as counting money, separating charge slips, coupons, and vouchers, balancing cash drawers, and making deposits
  • Maintain knowledge of current sales and promotions, policies regarding payment and exchanges, and security practices
  • Recommend, select, and help locate or obtain merchandise based on customer needs and desires
  • Answer questions regarding the store and its merchandise

Education

Medical - Sonogram Tech

Collin College
Plano, TX

High School Diploma -

KIRBY HIGH SCHOOL
Memphis, TN
05.2011

Skills

  • Excellent communication skills
  • Customer service
  • Microsoft Word
  • Microsoft Excel
  • Microsoft PowerPoint
  • Typing (60 WPM)
  • Great at problem solving
  • Great leadership
  • Complaint HandlingCustomer Relationship Management (CRM)
  • Call center experience
  • Appointment Scheduling

Timeline

Customer Support Specialist (Remote)

CVS Health
10.2019 - 06.2024

Administrative Assistant

Sedgwick
05.2018 - 08.2019

Customer Service Representative

Blue Cross Blue Shield AL
12.2016 - 05.2018

Customer Service Rep/Patient Advocate

Express Scripts
08.2014 - 11.2016

Front Office Clerk

Christ Community Clinic
07.2011 - 06.2014

Retail Customer Service Associate

Macy's Clothing Store
08.2010 - 05.2011

Medical - Sonogram Tech

Collin College

High School Diploma -

KIRBY HIGH SCHOOL

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Kierra Reliford