Mikayla Muhammad
East McKeesport,PA
Summary
Dedicated and compassionate customer service professional with progressive experience in healthcare support roles. Proven ability to handle escalated issues, advocate for members, and deliver high-quality service in fast-paced environments. Recognized for problem-solving, empathy, and creating positive customer experiences.
Overview
3
3
years of professional experience
Work History
Grievance Analyst
CVS Health
05.2023 - 03.2025
- - Researched and resolved Medicare Part D member grievances.
- - Communicated resolutions through verbal and written outreach.
- - Collaborated cross-functionally to ensure timely and accurate case closures.
- - Maintained compliance with CMS turnaround times and quality standards.
- - Managed 15–20 cases weekly, ensuring closure within 25-day TAT.
Case Coordinator Representative
CVS Caremark
03.2023 - 05.2023
- - Advocated for members by pushing for exceptions and escalating concerns.
- - Utilized Salesforce to communicate with account management and clients.
- - Recognized by leadership for life-saving customer support and empathy.
Senior Care Representative
CVS Caremark
09.2022 - 03.2023
- - Handled escalated calls and mentored floor representatives.
- - Resolved complex issues with calm and efficiency.
- - Acted as a subject matter expert and liaison with Account Managers.
Customer Care Representative
CVS Caremark
09.2021 - 09.2022
- - Assisted members with prescription orders and renewals.
- - Supported New York Medicaid Grievance Clients.
- - Collaborated with internal and external partners to resolve issues.
Education
Diploma - General Studies
Propel Andrew Street High School
06.2021
Skills
- Analytical reasoning
- Emotional intelligence
- Effective conflict resolution
- Customer support expertise
- Meticulous attention to detail
- Effective multitasking
- Experience with Salesforce and CRM systems
- Problem-solving skills
Timeline
Grievance Analyst
CVS Health
05.2023 - 03.2025
Case Coordinator Representative
CVS Caremark
03.2023 - 05.2023
Senior Care Representative
CVS Caremark
09.2022 - 03.2023
Customer Care Representative
CVS Caremark
09.2021 - 09.2022
Diploma - General Studies
Propel Andrew Street High School
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