Summary
Overview
Work History
Education
Skills
Timeline
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Lorile Veasey

Summary

Health Advisor experienced handling high volume of calls in fast-paced call center environments. Well-versed in answering questions, researching problems and resolving discrepancies. Detail-oriented and personable with exceptional work ethic and passion for service. Dedicated to providing superior support for patients in need of reliable information regarding insurance coverage, finance options and documentation requirements. Well-versed in scheduling and database management functions for streamlined communication and reduced correspondence backlogs. I have been dedicated customer service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. I love helping others and want to continue doing that to my fullest ability.

Overview

9
9
years of professional experience

Work History

Health Concierge

Aetna, A CVS Health
02.2022 - Current
  • Improve customer service experience, create engaged customers and facilitate organic growth
  • Take ownership of customers issues and follow problems through to resolution
  • Set a clear mission and deploy strategies focused towards that mission
  • Keep accurate records and document customer service actions and discussions
  • Keep ahead of industry's developments and apply best practices to areas of improvement
  • Control resources and utilize assets to achieve qualitative and quantitative targets
  • Helped members navigate enrollment process and choose appropriate options.
  • Organized patient records and database to facilitate information storage and retrieval.
  • Resolved problems related to benefits, eligibility and claims.
  • Provided information such as copay and premium details, pre-approval procedures and available products.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Worked productively in fast-moving work environment to process large volumes of claims.
  • Followed up with customers on unresolved issues.
  • Modeled exceptional customer service skills and appropriate diagnostic sales techniques to team members.
  • Proposed settlements for uncomplicated issues to resolve claims.

Customer Service Agent

The Hut Group
07.2021 - 02.2022
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
  • Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
  • Educated clients on account services and resolved client inquiries regarding statement information and account balances.
  • Entered customer interaction details in sales system to track requests, document problems and record solutions offered.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Recommended products to customers and suggested other options if preferred product was unavailable.
  • Provided primary customer support to internal and external customers.
  • Applied strong communication and negotiation skills regarding refunds and merchandise exchanges.
  • Researched and evaluated suppliers and vendors based on quality, price, selection, availability and distribution capabilities.

Retail Sales Manager

Ulta Beauty Cosmetics
08.2019 - 07.2021
  • Prepare and coordinate weekly production schedules
  • Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings.
  • Managed day-to-day staffing and handled scheduling for all store employees.
  • Trained team members in successful strategies to meet operational and sales targets.
  • Facilitated high volumes of cash, credit and gift card transactions, verifying cash drawer balance at end of each shift.
  • Strengthened merchandising and promotional strategies to drive customer engagement and boost sales.
  • Greeted all customers cheerfully and asked open-ended questions to ascertain needs.
  • Recruit, interview, screen and investigate job candidates for administrative positions as well as make offers of employment and hiring
  • Maintain calendar and schedule appointments for my team as well has any outside vendors
  • Administer, communicate, interpret and monitor adherence to company policies to assure consistent application and equitable employee relations
  • Meeting/exceeding sales, profitability and operational goals
  • While planning/ executing in-store mass category events
  • Identifying underperforming metrics and generating strategic solutions that leverage existing tools, programs and resources
  • Attracting, hiring, training, coaching, developing and retaining a diverse team of top talent
  • Enhancing associate engagement by building a high-performance environment that inspires and encourages
  • Responsible for financial management success with driving top-line sales
  • Interpreting reporting data, managing payroll budgets, and controlling expenses
  • Prepare weekly timesheets and expense reports for the store and our area market
  • Fostered operational efficiency and compliance with company policies through effective coordination with the store team.

Area Sales Manager

Dillard's
08.2014 - 08.2019
  • Responsible for store recruitment, covering over $1 million in revenue for the store area and hosting of store events with outside vendors to bring in extra capital for the store
  • Built lasting relationships with clients through outstanding customer service interactions.
  • Exceeded targets by building, directing and motivating high-performing sales team.
  • Established strong relationships with major accounts and key decision-makers to increase sales in designated territory.
  • Hired, trained and managed sales staff and administered and implemented compensation plan to support area sales goals.
  • Reported sales activity, generated sales quotations and proposals and maintained customer contact database to achieve sales objectives and quota.
  • Worked diligently to resolve unique and recurring complaints, promoting loyalty and enhancing operations.
  • Responsible for setup and maintenance of all floor displays, store event preparation, and monitoring sale numbers for displays and making necessary adjustments to attract customers and increase store foot traffic
  • Responsible for maintaining designated floor area through meeting yearly sales numbers through strategic planning and execution.

Education

Bachelor of Arts - Criminal Justice

Sam Houston State University

Associate of Arts -

Blinn College

Skills

  • Internet Explorer
  • Adobe Photoshop
  • iCIMS Applicant Tracking Software
  • Time Management
  • WinZip
  • OWA (Outlook Web Access)
  • Accurately type 120 words per minute
  • Health Products & Insurance Plan Knowledge
  • Data Entry
  • Documentation Research
  • Customer Relationship Management
  • Billing Codes & Billing Inquiries
  • Critical Thinking
  • Microsoft Windows
  • Microsoft Excel
  • Assessments and Qualifications
  • Intuit QuickBooks

Timeline

Health Concierge

Aetna, A CVS Health
02.2022 - Current

Customer Service Agent

The Hut Group
07.2021 - 02.2022

Retail Sales Manager

Ulta Beauty Cosmetics
08.2019 - 07.2021

Area Sales Manager

Dillard's
08.2014 - 08.2019

Bachelor of Arts - Criminal Justice

Sam Houston State University

Associate of Arts -

Blinn College

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Lorile Veasey