Summary
Overview
Work History
Education
Skills
Timeline
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Melissa Hallworth

SAN ANTONIO,TX

Summary

Competent Senior Service Advocate familiar with providing ongoing support and care to members, colleagues, brokers with an individualized and compassionate approach. Driven to exceed expectations for productivity and service. Knowledgeable about diverse plan benefits, procedures and restrictions. Pursuing growth-oriented position with room for advancement.

Overview

9
9
years of professional experience

Work History

Senior Servcie Advocate -OPS

CVS / Caremark
10.2021 - Current
  • Assisted Quality Assurance in reviewing calls
  • Submitted Grievance on Speech calls when need and coach CSR .
  • Work Invalid Grievances that were submitted by CSRs returned for missing information or confirm it is valid.
  • Did assist Healthy Rewards Department to clear out and open issues that were needing resolved.
  • Coaching's sent to CSR's when needed
  • Responded to customer calls and emails to answer questions about products and services.
  • Applied advanced computer skills to develop successful solutions to concerns

Senior Service Advocate Task

CVS/Caremark
03.2015 - 10.2021
  • Conducted in-depth research on complex problems to bring about satisfactory resolutions.
  • Applied advanced computer and customer service skills to develop successful solutions to concerns for members and colleges
  • Mentored and trained peers
  • Daily Reporting
  • Document and track all work.
  • Review calls for quality
  • Take ownership of member issues and work till resolved.
  • Document and track all work
  • Educate members on benefits
  • Assisted mentor line with questions about members plan , issues , best way to resolve issue without escalating call
  • Escalated calls , deescalate call , work to resolve issue
  • Worked Emails sent by members to resolve or answer any questions they may have
  • Completed Tasks unresolved member issues in a timely manner

Education

Some College (No Degree) - Business Administration

San Antonio College
San Antonio, TX

Skills

  • Team Goals
  • Career Development
  • Quality Analysts
  • Excel , Powerpoint, Quickbase, Word , Guided Personal Service
  • IDX , AS400 Systems
  • Exceptional attention to detail
  • Work with little or no supervision
  • Meet or exceed monthly Production
  • Strong written and oral communication skills

Timeline

Senior Servcie Advocate -OPS

CVS / Caremark
10.2021 - Current

Senior Service Advocate Task

CVS/Caremark
03.2015 - 10.2021

Some College (No Degree) - Business Administration

San Antonio College

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Melissa Hallworth