Makahla Rawls

Experienced Escalation Specialist with a strong background in customer service and healthcare management. Recognized for enhancing operational efficiency and ensuring high levels of customer satisfaction. Skilled in strategic planning, project management, and data analysis, consistently implementing initiatives that improve customer loyalty and streamline service protocols. Ready to leverage a robust mix of leadership and analytical skills to drive business success and deliver exceptional customer service.

• Supported sales teams in product demos and client meetings, enhancing customer understanding.
• Negotiated contracts with vendors to boost operational efficiency and customer satisfaction.
• Developed and implemented customer service strategies, leading to measurable improvements.
• Created initiatives to improve customer loyalty, resulting in higher retention rates.
• Analyzed customer feedback to refine escalation protocols, enhancing resolution efficiency.
• Collaborated with physicians to clarify clinical requests, ensuring accurate patient care.
• Developed patient access programs, improving service quality and patient satisfaction.
• Managed high volumes of calls and faxes, efficiently routing information to relevant parties.
• Maintained strict control over confidential medical information, ensuring compliance with regulations.
• Enhanced patient service by implementing effective access programs.