Lawson Lipscombe
Los Angeles
Summary
Experienced with effective communication and active listening in customer interactions. Utilizes problem-solving techniques to address and resolve client concerns efficiently. Track record of maintaining high levels of customer satisfaction through empathy and patience.
Overview
4
4
years of professional experience
Work History
EVEN MORE Customer Service Outreach
L.A. Care
11.2024 - 01.2025
- Managed a high volume of inbound calls while maintaining a professional demeanor under pressure.
- Maintained up-to-date knowledge of company policies, procedures, and promotions for accurate information sharing.
- Incoming / outbound calls to complete a once a year health survey with members.
- Update members demographics.
Delivery Driver
Delivery
11.2023 - 11.2024
- Made deliveries
- Ensured customer satisfaction by providing friendly service during deliveries.
- Navigated local streets to ensure timely delivery of goods.
- Loaded and unloaded packages carefully, maintaining product integrity.
Customer Service Representative
Silver Summit Health Plan NV Medicaid
05.2023 - 10.2023
- Assisted members of Medicaid in answering questions regarding coverage
- Explained Silver Summit Health Plan benefits clearly and effectively
- Fixed prescription errors at the pharmacy to ensure accurate medication dispensing
- Assisted in finding in-network medical providers and facilities
- Verified account information for accuracy and completeness
- Resolved claims issues promptly and satisfactorily
- Checked and confirmed medical and pharmaceutical authorizations
Customer Service Associate
ResultsCX
08.2020 - 11.2022
- Handled inbound calls to provide exceptional support to Humana Medicare members and resolve inquiries effectively
- Assisted customers with issues related to account billing, medical claims, plan benefits, grievances, appeals, pharmacy concerns, and locating physicians
- Answered policy questions and ensured swift and satisfactory resolutions
- Accurately entered and maintained customer data in CRM systems, ensuring data integrity and confidentiality
- Utilized strong verbal and written communication skills to convey information clearly and professionally
- Adhered to company policies and procedures, maintaining high standards of service quality and customer satisfaction
- Collaborated with team members and supervisors to achieve performance targets and enhance service delivery
- Participated in ongoing training programs to stay updated on products, services, and industry best practices
Education
High School Diploma -
Mechanicsville High School
Mechanicsville, VA06-2005
Skills
- Customer service
- Teamwork and collaboration
- Adaptability and flexibility
- Relationship building
- Empathy display
- Call center experience
- Active listening
- Script adherence
- Computer skills
Timeline
EVEN MORE Customer Service Outreach
L.A. Care
11.2024 - 01.2025
Delivery Driver
Delivery
11.2023 - 11.2024
Customer Service Representative
Silver Summit Health Plan NV Medicaid
05.2023 - 10.2023
Customer Service Associate
ResultsCX
08.2020 - 11.2022
High School Diploma -
Mechanicsville High School
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