Summary
Overview
Work History
Education
Skills
Timeline
Certifications
Generic

Lashaudra Grimes

Colorado Springs,CO

Summary

Experienced Customer Service Representative with 10+ years of experience working in busy, fast-paced call center/retail environment. Committed to providing prompt, quick and accurate service and skills. Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.

Overview

10
10
years of professional experience

Work History

Shift Supervisor

CVS Pharmacy
07.2023 - 10.2025
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Established operational objectives and work plans and delegated assignments to subordinate managers.
  • Oversaw inventory and product stock to develop and maintain inventory controls resulting in cost savings and reduced overages.
  • Managed staff hiring, training and supervision.
  • Increased customer satisfaction and grew business by maintaining close relationships with customers.
  • Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
  • Interpreted work order information and specifications to plan, schedule and complete jobs precisely.
  • Built relationships with customers and managed accounts to drive revenue and profit.
  • Reviewed documentation such as invoices and shipping paperwork for accuracy and compliance.
  • Monitored daily and weekly key performance indicators to maintain on-track status.
  • Strengthened performance metrics tracking and analysis to enhance tactical and strategic company plans.
  • Managed cash handling procedures, maintaining accuracy in financial transactions and minimizing discrepancies in daily reconciliations

Customer Services Representative (seasonal)

Current Media Group
08.2022 - 04.2023
  • Responded to customer requests for products, services, and company information.
  • Identified and resolved discrepancies and errors in customer accounts.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Cross-trained and provided backup support for organizational leadership.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.

Prior Authorization Specialist

Evariant
08.2019 - 05.2022
  • Prepared and distributed denial letters, detailing reasons for denial and possible appeal measures.
  • Reached out to insurance carriers to obtain prior authorization for testing and procedures.
  • Obtained and logged accurate patient insurance and demographic information for use by insurance providers and medical personnel.
  • Input all patient data regarding claims and prior authorizations into system accurately.
  • Verified eligibility and compliance with authorization requirements for service providers.
  • Analyzed medical records and other documents to determine approval of requests for authorization.
  • Responded to inquiries from healthcare providers regarding prior authorization requests.
  • Followed guidelines when reviewing applicant data to determine eligibility for economic assistance.
  • Scheduled appointments with applicants to gather information and explain benefits processes.

Retention Representative

Spectrum
03.2016 - 06.2019
  • Adhered to appropriate legal scripting when required.
  • Developed product demonstrations and presentations for customers.
  • Trained new personnel regarding company operations, policies, and services.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Prevent customers from canceling their services by resolving issues and offering incentives to keep them
  • Possess thorough knowledge of Spectrum's products, services, and competitor offerings to effectively explain them to customers and propose solutions.
  • The role involves extended periods on the phone, interacting with customers.
  • Capability to thrive in a fast-paced environment and handle a high volume of calls from upset customers.
  • Excellent verbal and written communication to explain complex information and build rapport with customers.

Education

Certificate - Phlebotomy

Pikes Peak Community College
05.2024

Associate of Science - Medical Assisting

Florida Technical College
07.2012

Skills

  • Safety reviews
  • Attendance oversight
  • Labor and food cost control
  • Shift reporting
  • Account updating
  • Scheduling
  • Complaint resolution
  • Shipping and receiving
  • Team development
  • Reading comprehension
  • Task prioritization
  • Problem-solving
  • Call center experience
  • Data collection
  • POS systems expert
  • Grammar
  • Inbound and outbound calling
  • Process improvement strategies
  • Effective communication skills

Timeline

Shift Supervisor

CVS Pharmacy
07.2023 - 10.2025

Customer Services Representative (seasonal)

Current Media Group
08.2022 - 04.2023

Prior Authorization Specialist

Evariant
08.2019 - 05.2022

Retention Representative

Spectrum
03.2016 - 06.2019

Associate of Science - Medical Assisting

Florida Technical College

Certificate - Phlebotomy

Pikes Peak Community College

Certifications

04-2024

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