Luphelia McDade
Muscle Shoals,AL
Summary
Customer support professional recognized for efficiently addressing client needs and enhancing satisfaction in fast-paced environments. Experienced in utilizing CRM platforms to manage customer records and document interactions, ensuring timely follow-ups and effective resolution of concerns.
Overview
10
10
years of professional experience
Work History
Remote Insurance Broker
Independent Agent
02.2023 - Current
- Provide outstanding customer service by assisting clients through phone, email, and virtual communication.
- Build and maintain strong customer relationships while identifying client needs and recommending appropriate insurance solutions.
- Manage customer records, policy documentation, and follow-up activities using CRM platforms including Zoho CRM, HubSpot, and Salesforce.
- Resolve customer concerns quickly while maintaining professionalism and ensuring customer satisfaction.
- Collaborate with multiple insurance carriers to provide timely solutions and policy support.
- Work independently in a remote environment while effectively managing multiple priorities.
Care Coordinator
D & M Group Home
01.2017 - 11.2022
- Coordinated daily care and services for adult clients while maintaining accurate documentation.
- Assisted with medication administration and monitored medication schedules.
- Communicated effectively with clients, families, and healthcare professionals.
- Resolved client concerns with patience, empathy, and professionalism.
- Supervised caregivers and ensured quality standards were maintained.
- Maintained confidential records and ensured compliance with organizational policies.
Remote Pharmacy Technician
Walgreens Call Center
02.2019 - 07.2021
- Assisted customers by telephone with prescription refill requests and medication-related questions.
- Accurately entered prescription information into pharmacy systems while maintaining patient confidentiality.
- Verified insurance claims and assisted with medication authorization issues.
- Collaborated with pharmacists to resolve customer concerns efficiently.
- Managed high call volumes while maintaining quality customer service and accuracy.
- Ensured timely processing and delivery of prescription medications.
- Maintained HIPAA compliance and accurate electronic documentation.
Education
Nursing -
University of North Alabama
Florence, AlabamaAssociate Degree - Medical Assistant
Virginia College
Huntsville, AlabamaSkills
- Customer Support
- Remote Customer Service
- Call Center Operations
- Phone & Email Support
- Zoho CRM
- HubSpot CRM
- Salesforce CRM
- Customer Issue Resolution
- Problem Solving
- Active Listening
- Data Entry
- Documentation & Recordkeeping
- Microsoft Office Suite
- Microsoft Excel
- Microsoft PowerPoint
- Multi-Line Telephone Systems
- Time Management
- Organization
- Multitasking
- Team Collaboration
- Professional Written & Verbal Communication
- HIPAA Compliance
- Insurance Verification
- Electronic Documentation
- Internet Applications
- Virtual Communication Platforms
Timeline
Remote Insurance Broker
Independent Agent
02.2023 - Current
Remote Pharmacy Technician
Walgreens Call Center
02.2019 - 07.2021
Care Coordinator
D & M Group Home
01.2017 - 11.2022
Nursing -
University of North Alabama
Associate Degree - Medical Assistant
Virginia College