Layton Reeves

Provided strategic leadership over daily operations, client relations, incident investigation, and risk mitigation processes across multiple departments. Drove operational excellence, safeguarded organizational reputation, and developed high-performing teams through proactive leadership, training, and engagement.

• Directed comprehensive investigations into customer incidents and claims, synthesizing evidence, stakeholder reports, and legal input to drive strategic resolutions.
• Oversaw risk assessment processes, maintained regulatory compliance, and influenced settlement decisions to protect financial stability.
• Built and maintained strong client relationships, resulting in repeat business and customer referrals.
• Developed and implemented operational procedures to improve efficiency, reduce costs, and enhance service delivery.
• Trained, mentored, and motivated teams to achieve high performance, accountability, and collaboration.

Led daily operations and customer service initiatives, focusing on enhancing service quality, employee engagement, and customer satisfaction. Effectively managed escalations, optimized workflows, and fostered a positive, inclusive workplace culture.

• Enhanced customer satisfaction by promptly resolving disputes and maintaining open communication.
• Established team priorities, managed operational schedules, and monitored key performance indicators.
• Mentored and trained team members in best practices for customer engagement and conflict resolution.
• Improved customer satisfaction scores by overhauling customer service protocols.
• Maintained professional composure when addressing escalated customer concerns, ensuring positive outcomes.

Supported pharmacists in prescription processing, inventory management, and customer service functions, ensuring operational efficiency, regulatory compliance, and exceptional patient care within a fast-paced pharmacy environment.

• Provided high-level support in medication dispensing, prescription processing, and patient data management.
• Ensured HIPAA compliance and safeguarded patient confidentiality throughout all transactions and communications.
• Streamlined prescription workflows, reducing errors and improving turnaround time.
• Conducted regular audits of pharmaceutical inventory to maintain quality and regulatory compliance.
• Delivered exceptional service to patients and healthcare providers by resolving prescription inquiries and assisting with insurance navigation.