Malcolm Love
Washington,DC
Summary
Member support specialist with a background in enrolling members, driving retention, and supporting public health outreach in fast-paced, target-driven settings. Known for clear communication with diverse populations, accurate recordkeeping, and steady performance across high-volume calls, scheduling, and program guidance.
Overview
10
10
years of professional experience
Work History
Member Support Specialist
Teladoc Health
04.2023 - Current
- Retention Specialist (Current Role)
- Engaged active members through phone outreach and personalized guidance to enhance participation in health programs.
- Motivated members to complete device readings and achieve program milestones, contributing to improved long-term health outcomes.
- Utilized incentive programs to boost member participation and reduce inactivity.
- Maintained accurate documentation and delivered high-quality member experiences.
- Registration Specialist (Initial Role)
- Enrolled new members in chronic condition management programs, including diabetes, hypertension, and weight management.
- Educated new members on program benefits, eligibility, and guided them through the registration process.
- Consistently met or exceeded daily and weekly enrollment targets.
Customer Service Representative
PVH Corp.
10.2022 - 01.2023
- Managed multiple programs simultaneously to handle a high volume of customer inquiries daily.
- Facilitated discussions on promotions, products, and service options to achieve satisfactory customer resolutions.
- Redirected calls and collaborated with supervisors to effectively resolve outstanding issues.
- Accurately verified and updated customer information in databases.
- Provided remote support for customer inquiries and issues to enhance service accessibility.
- Recorded detailed notes and maintained accurate work logs.
Customer Service Representative
MAXIMUS
02.2021 - 07.2022
- Maintained high call quality scores and consistently met outreach and scheduling targets.
- Communicated public health information clearly and empathetically to diverse populations, enhancing understanding and compliance.
- Scheduled vaccination appointments across multiple clinic locations, ensuring accurate data entry and smooth coordination.
- Conducted contact tracing and educated Boston residents on COVID-19 safety guidelines, ensuring access to testing options and available resources.
- Followed strict protocols and updated state and federal guidelines to deliver timely and accurate information.
- Worked remotely to support public health initiatives
Sales Associate
Target
Washington, DC
06.2020 - 09.2020
- Processed transactions quickly and accurately, reducing customer wait times and improving overall shopping experience.
- Provided prompt, courteous customer service on the sales floor and at the register, thereby enhancing customer satisfaction.
- Followed store policies, rules, and regulations to maintain compliance and ensure a safe shopping environment.
Intern
District Department of Transportation
06.2017 - 08.2017
- Conducted field research and gathered data to inform advertising strategy. managed daily field operations with research teams.
- Supported District Department of Transportation project staff with daily administrative tasks.
- Reviewed traffic permit documents for compliance with transportation rules and procedures.
- Collected roadway data for District transportation reports and planning files.
Intern
Office of the Chief Technology Officer
06.2016 - 08.2016
- Supported the District Department of Transportation project teams with daily administrative tasks.
- Reviewed permit applications for transportation projects and compliance requirements.
- Organized meeting notes, agendas, and follow-up documents for DDOT staff.
- Coordinated facilities operations and managed inventory to support daily activities.
Education
Bachelor of Science - Computer Science
Old Dominion University
Norfolk, VA05-2029
High School Diploma -
Paul Laurence Dunbar Senior High School
Washington, DC06-2018
Skills
- Core Skills: Active Listening, Communication, Customer Service, Data Entry, Outreach, Multitasking in High-Volume Environments, Employee Engagement, Training and Development, Microsoft Office, Time Management, Pattern Recognition, Adaptability
- Programming fundamentals
- Data structures
- Object oriented programming
- Health program management
Timeline
Member Support Specialist
Teladoc Health
04.2023 - Current
Customer Service Representative
PVH Corp.
10.2022 - 01.2023
Customer Service Representative
MAXIMUS
02.2021 - 07.2022
Sales Associate
Target
06.2020 - 09.2020
Intern
District Department of Transportation
06.2017 - 08.2017
Intern
Office of the Chief Technology Officer
06.2016 - 08.2016
Bachelor of Science - Computer Science
Old Dominion University
High School Diploma -
Paul Laurence Dunbar Senior High School