Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Lawanda McCoy

Windermere,FL

Summary

Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.

Overview

14
14
years of professional experience
1
1
Certification

Work History

Medical Courier — Healthcare Services

DCS Delivery
02.2022 - 05.2025
  • Traveled throughout Central Florida delivering medical equipment and medication to eye care institutes, doctor offices, and patients' homes.
  • Resolved 95% of issues on first contact, contributing to high customer satisfaction scores.
  • Adhering to safety and security of deliveries.
  • Maintaining accurate records of deliveries, including documentation, mileage, and any relevant information.
  • Maintained strict HIPAA compliance and handled confidential patient information with care.

Customer Service Representative — Health Insurance & Healthcare

Cigna Group
01.2022 - 12.2024
    • Delivered outstanding service to members by answering inquiries regarding medical coverage, claims, and billing with clarity and empathy.
    • Delivered excellent customer service in a high call volume resolving first call resolution
    • Provided education on complex benefit structures and medical terminology, ensuring members understood their plans.
    • Processed orders, refills, made changes to health plans etc. in a timely manner
    • Collaborated with providers, billing departments, and claims teams to expedite resolutions.

Customer Service-Data Entry Clerk— Retail Credit Cards

Synchrony Financial
05.2016 - 10.2022
    • Handled high-volume inbound calls, consistently exceeding performance targets for quality and efficiency.
    • Processed payments on personal and business accounts.
    • Assisted clients to make changes to accounts, apply credit to accounts after review of accounts.
    • Prepares, gathers, and arranges data to be entered into the computer.
    • Checks documents for accuracy.
    • Scan documents into database
    • Keeps sensitive customer and company information confidential.
    • Used strong critical thinking to navigate complex systems and policies.

Customer Service Representative

Williams Communication
04.2011 - 05.2016
    • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
    • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
    • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
    • Responded to customer requests for products, services, and company information.
    • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
    • Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.

Education

Associate of Science - Accounting

Rasmussen University
Orlando, Fl
09.2025

Skills

  • CRM Systems (Salesforce, Zendesk)
  • Microsoft Office Suite (Word, Excel, Outlook)
  • Medical Billing Software
  • Handling pharmaceutical materials
  • Customer service
  • Active listening
  • Critical thinking
  • Data entry
  • Problem resolution
  • Patient confidentiality
  • Insurance verification
  • Attention to confidentiality

Certification

  • Certified Nursing Assistant (1995)
  • Health Unit Coordinator (2005)

Timeline

Medical Courier — Healthcare Services

DCS Delivery
02.2022 - 05.2025

Customer Service Representative — Health Insurance & Healthcare

Cigna Group
01.2022 - 12.2024

Customer Service-Data Entry Clerk— Retail Credit Cards

Synchrony Financial
05.2016 - 10.2022

Customer Service Representative

Williams Communication
04.2011 - 05.2016

Associate of Science - Accounting

Rasmussen University

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