LaDonna Smith
CVS/Caremark
Smyrna,TN
25
years of professional experience
Experienced customer service and technical support professional with more than 20 years of experience helping customers resolve technical, billing, account, and service - related issues. Skilled in troubleshooting, problem- solving, active listening, and explaining complex information clearly. Experienced working in high- volume environments while maintaining accuracy, quality, confidentiality, and customer satisfaction. Known for patience, professionalism, compassion, and the ability to learn new systems and processes quickly.
Work History
Customer Services
3 Years 1 Month- Conducted research and troubleshooting to identify root causes of pharmacy claims billing discrepancies, including premium payment and co-pay issues.
- Review prior authorization requests for specific medications, verified required information, and supported customer guidance throughout authorization process.
- Document customer interactions, updates, and resolutions accurately in company systems.
- Collaborated with pharmacy teams, clinical staff, and insurance providers to resolve complex pharmacy and coverage issues.
- Apply knowledge of federal and state regulations, including HIPAA privacy standard, when handling sensitive customer and health information.
- Explain pharmacy, insurance, and authorization information clearly to customers and help them understand next steps.
Technical Support Representative
22 Years- Provided high-volume customer support involving account management, billing, technical issues, and service resolution.
- Investigated complex customer issues, identified root causes, and determined appropriate solutions.
- De-escalated difficult situations through active listening, patience, and clear communication.
- Worked independently while managing multiple priorities and adapting to changes in technology, systems, and procedures.
- Assisted customers with confidential account information while maintaining privacy and security standards.
Retail Store Technician
1 Month- Assisted customers with account maintenance, billing questions, service transactions, and technical support.
- Troubleshot devices and explained products and account information.
- Followed payment, security and company procedures while providing accurate customer assistance.
Skills
Customer Service
Technical Support
Troubleshooting
Account & Billing Support
Problem Resolution
Healthcare/ Pharmacy Support
HIPAA Awareness
Remote Support
Dependable and Professional
Quick to learn new technology & systems
Timeline
Customer Services
CVS/Caremark
09.2023 - CurrentRead More
Retail Store Technician
Verizon Wireless
11.2022 - 12.2022Read More
Technical Support Representative
Verizon Wireless
08.2001 - 08.2023Read More