Lashonda Maynard
Brooklyn,NY
Summary
Proven professional with a track record of enhancing customer satisfaction at CVS through effective problem-solving and empathy. Skilled in CRM software and maintaining composure under pressure, I've significantly improved client experiences and trained teams, demonstrating strong critical thinking and a patient-centered approach. Service professional with proven ability to deliver results in high-pressure environments. Adept at managing customer interactions, resolving issues efficiently, and ensuring satisfaction. Strong focus on team collaboration and adaptability to changing needs. Skilled in communication, problem-solving, and multitasking, with dependable and flexible approach to every task.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Service Call Center Agent
CVS
01.2023 - 09.2024
- Enhanced customer satisfaction by efficiently addressing and resolving service-related issues.
- Entered and updated clients' proprietary information systems.
- Handled challenging situations with empathy and tact, resulting in positive outcomes for customers and the company.
- Displayed critical thinking skills and decisive judgment and worked with minimal supervision.
- Maintained up-to-date knowledge of industry trends, products, services, and policies to provide accurate information during every interaction.
- Reduced call wait times for improved client experience through effective call-handling techniques.
- Assisted in training new hires, sharing knowledge gained from personal experience within the role, and promoting teamwork amongst colleagues..
- Promoted a positive work environment by consistently displaying professionalism, enthusiasm, and a strong work ethic throughout daily interactions with colleagues and customers.
Customer Service Intake Specialist
Cigna
04.2021 - 04.2023
- Improved first-call resolution rates through effective problem-solving skills and comprehensive product knowledge.
- Collaborated with team members to identify areas for process improvement, contributing to a better customer experience.
- Capable of being a Customer advocate
- Taking incoming phone calls, sending and responding to emails
- Data entry skills that are accurate, complete, and timely
- Displayed professional and courteous service skills to customers/patients
- Claim Experience
- Experience using multiple systems and platforms.
Patient Transporter
Kings County Hospital
08.2019 - 12.2021
- Warmly greeted patients and visitors and made each feel welcome.
- Assisted in training new Patient Transporters on proper techniques, protocols, and company policies, ensuring consistent high-quality care throughout the team.
- Transported patients to testing and treatment units, operating rooms and other areas using moveable beds, wheelchairs, and stretchers.
- Maintained cleanliness of transport equipment to minimize infection risk for patients and staff.
- Ensured patient safety by properly positioning patients on stretchers, wheelchairs, and other transport equipment.
- Enhanced patient comfort by providing compassionate care and timely transportation.
Patient Companionship
NYC Health + Hospitals
11.2018 - 11.2019
- Maintained excellent time management skills during periods of high patient turnover while consistently delivering compassionate and patient-centered care.
- Decreased length of stay for hospitalized patients through diligent monitoring of progress and proactive intervention when necessary.
- Demonstrated strong commitment to ethical standards and adherence to HIPAA regulations regarding patient privacy protection within all aspects of professional practice as a Health Care Aide Student.
- Provided emotional support and companionship to patients, building trust and improving overall wellbeing.
- Improved patient comfort by offering emotional support and companionship.
Education
Associate of Arts -
New York City College of Technology
Brooklyn, NY12.2023
Associate of Science - Practical Nursing
Borough of Manhattan Community College
New York, NY06-2025
High School Diploma -
HS For Health Professions & Human Services
New York, NY06-2019
Skills
- Empathy and patience
- CRM Software Usage
- Cross-Selling and Up-Selling
- Script adherence
- Professional phone etiquette
- Critical thinker
- Articulate and well-spoken
- Appointment setting
- Pleasant demeanor
- Time Management
- Attention to Detail
- Flexible and Adaptable
- Multitasking Abilities
- Computer Skills
- Calm Under Pressure
Accomplishments
- Consistently provided compassionate support and companionship to numerous patients per week
- Recognized by staff for my reliability and dedication in assisting with administrative tasks, contributing to a more efficient and patented centered environment.
- Volunteered 15 hours per week, providing valuable support to elders at good health nursing home.
Certification
- BLS certificate
- LPN certificate (expected June 2025)
Timeline
Service Call Center Agent
CVS
01.2023 - 09.2024
Customer Service Intake Specialist
Cigna
04.2021 - 04.2023
Patient Transporter
Kings County Hospital
08.2019 - 12.2021
Patient Companionship
NYC Health + Hospitals
11.2018 - 11.2019
Associate of Arts -
New York City College of Technology
Associate of Science - Practical Nursing
Borough of Manhattan Community College
High School Diploma -
HS For Health Professions & Human Services
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