Myah Evans

Interim Supervisor

• Responsible for a team of 20 new hire agents
• Ensure agents are providing the utmost quality of care on each call while adhering to company policy and standards.
• This entails accessing calls through Verint.
• The scheduling and implementation of call and impact coaching, individual meetings, and team meetings.
• Maintain up to date information for my team to advise of the most current company implementations.
• Responsible for tracking agents’ attendance to secure a high-quality level of adherence.
• Perform biweekly and monthly reports on each agents’ development, sent to management twice monthly.
• Assist agents with any questions they may have, by way of Work Instructions and company Job Aides, as agents take live calls.
• Keep morality high and levels positive.

Customer Service Representative

• Responsible for the intake of a multitude of incoming calls about Medicare D prescriptions and accumulators.
• Supply explanations on Medicare D plan changes, such as updated formularies and tier changes.
• Supply outbound calls to providers, pharmacies, and insurance companies to support prompt fills of all beneficiaries’ prescriptions.
• Aid beneficiaries with placing orders for Medicare prescriptions via Mail Order and Retail services.
• Ensure beneficiaries have a full understanding of the four stages of Medicare, their current stage, and their explanation of benefits.

Lead Associate / Subject Matter Expert / New Hire Mentor

• Supply onsite and virtual assistance to new hires.
• This includes attendance taking, aiding with questions on training curriculum or system issues, and note taking on behavior against company policy.
• Position also entails sitting in on remote training classes to aid the director with any questions had by agents so to prevent disruption of training.
• Responsible for shadowing and aiding new agents with any questions while they receive and manage live calls.

Mentor via Enterprise Mentoring Program

• Interact with Mentee, through the CVS Enterprise Mentoring Program, to develop growth within self and within career.
• Assist Mentee with thinking outside of the box to achieve goals and dreams, within or outside of the company.
• Provide Mentee with challenges and small tasks to ensure the incorporation of the mentoring.
• Provide Mentee with positivity, warmth, and kindness to warrant a positive, helpful, and memorable experience.
• Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.

• Delivered maximum level of patient care and customer service.
• This included greeting patients and overseeing all face-to-face interaction in a welcoming, courteous, and efficient manner.
• Answering busy multiline phone system and providing all messages to proper personnel.
• Locating vision insurance benefits for patients in system, providing breakdown and explanation of said benefits, along with running benefits to ensure acceptance.
• Helping with any discrepancies on insurance and patient benefits.
• Education of patients on the various eyeglass lens materials and contact lens brands.
• Performed pre-eye exam tests, such as visual field, eye pressure and retinal imaging.
• Aided in the completion of sales.
• Prepared, packaged, and tracked frames and lenses for shipment and delivery.
• Supplied exceptional repair service of frames and lenses.
• Other duties included clerical work, such as heavy typing, filing, faxing, copying, scheduling of appointments, preparing daily bank deposits and following opening and closing procedures as outlined by office guidelines.

• Successful management of two offices in two separate locations.
• Solely responsible for the opening and closing, stocking and maintenance of both locations.
• Placed outbound calls to potential patients to set up and schedule consultations for hearing tests and aids.
• Repaired hearing aids and hand delivered to patients unable to drive, which was not included in the office duties.
• Scheduled maintenance appointments.
• Oversaw and deposited large sums of cash payments. This also included the handling of petty cash.
• Supplied a breakdown of insurances and explanations of benefits.
• Maintained heavy load of paperwork and patient files.
• Daily duties also included heavy typing and filing.
• Ensured 'Lobby Love' was provided with each office visit.