Summary
Overview
Work History
Education
Skills
Timeline
CustomerServiceRepresentative
Lanessa Pinkney

Lanessa Pinkney

Oklahoma City,OK

Summary

Experienced call center lead with a proven track record of guiding teams and improving performance over five years. Skilled in using CRM software to streamline operations and implement cost-effective strategies. Authorized to work in the US for all employers, offering a wealth of experience and expertise to any organization.

Overview

12
12
years of professional experience

Work History

Customer Service Representative

CVS Health
10.2024 - Current
  • Addresses client inquiries regarding benefits via phone communication.
  • Performs operational tasks ensuring seamless remote workflows.
  • Handles customer inquiries about coverage options and billing issues.
  • Manages transactions efficiently to ensure smooth customer care.

Call Center Lead

Fortuna BMC
04.2022 - 04.2024


  • Led team of call center agents.
  • Encouraged agents via effective communication.
  • Measured key performance indicators, including inbound calls, call waiting times, and call abandonment rates.
  • Assisted with taking agents’ calls if they were unable to handle the workload.
  • Improved quality of results by recommending changes.
  • Provided product/service information by answering questions and offering assistance.
  • Kept track of employee attendance, and made sure work procedures were complied with.
  • Assisted in hiring and onboarding new employees.
  • Produced detailed performance summaries regularly.
  • Established benchmarks for advancement.
  • Facilitated seamless collaboration across remote teams.

Customer Service Representative

Faneuil
10.2017 - 03.2022
  • Responded to customer inquiries about coverage, benefits, and billing.
  • Provided direct customer care by managing transactions and resolving case inquiries.
  • Coordinated verification systems to efficiently update claim statuses.
  • Worked with external service providers to resolve claims issues and create positive customer relationships
  • Operated efficiently in virtual environments to accomplish team objectives.

Customer Service Representative

GSI
10.2016 - 10.2017
  • Handled extensive volume of incoming telephone inquiries.
  • Produced potential client interest.
  • Identified and assessed customers’ needs to achieve satisfaction
  • Built sustainable relationships and trust with customer accounts through open and interactive communication
  • Provided accurate, valid and complete information by using the right methods/tools
  • Reached personal/customer service team sales targets and call handling quotas
  • Handled customer complaints, provided appropriate solutions and alternatives within the time limits; followed up to ensure resolution
  • Managed records of customer interactions, processed customer accounts and filed documents
  • Followed communication procedures, guidelines and policies
  • Went the extra mile to engage customers

Medical Assistant

Dr. Allen Hassan
04.2013 - 09.2016
  • Coordinated patient visit schedules.
  • Conducted regular assessments to ensure accurate inventory levels.
  • Facilitated rooming of patients.
  • Optimized charting techniques to facilitate efficient information tracking.
  • Conducted routine vital signs assessments.
  • Supported doctor during office procedures.
  • Ensured accurate and timely payment processing.

Education

GED -

Adult Education Center
Sacramento, CA

Medical Assistant Diploma - Medical Assisting

The Institute Of Technology
Modesto, CA
04.2014

Skills

  • Analysis skills
  • Team Management (2 years)
  • Salesforce
  • Live chat
  • Medical Records
  • Time management
  • EMR Systems
  • Cold calling
  • Live Chat
  • Microsoft Excel
  • Cash handling
  • Vital Signs
  • Data Entry (3 years)
  • Microsoft Access
  • Financial services
  • Insurance Verification
  • Phlebotomy
  • Documentation review
  • CSR
  • CRM software
  • Windows
  • Communication skills
  • Filing
  • Computer skills
  • Order entry
  • Medical Office Experience
  • Patient Care
  • Workday
  • Team management
  • Experience Administering Injections
  • Customer service
  • Customer Care
  • Customer Service (5 years)
  • Typing
  • Fundraising
  • Call Center
  • Business development
  • Customer Support
  • 10 Key Data Entry
  • Office Administration

Timeline

Customer Service Representative

CVS Health
10.2024 - Current

Call Center Lead

Fortuna BMC
04.2022 - 04.2024

Customer Service Representative

Faneuil
10.2017 - 03.2022

Customer Service Representative

GSI
10.2016 - 10.2017

Medical Assistant

Dr. Allen Hassan
04.2013 - 09.2016

GED -

Adult Education Center

Medical Assistant Diploma - Medical Assisting

The Institute Of Technology

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