Nico Brown
Raleigh,NC
Summary
Motivated customer service specialist, with experience in a fast-paced, team-based environment; where I can showcase my skills, as well as obtain new ones. I am Personable and professional under pressure, as well as flexible and hardworking in deadline-driven environments.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Customer Care Rep II- Pharmacy Benefit Manager
CVS Health
01.2023 - Current
- Provides appropriate support in third party audits when required
- Documents and tracks all contacts, events, and outcomes with clients using appropriate systems and processes
- Partners with other departments to deliver client specific presentations
- Delivers internal quality reviews
- Educates and assists customers on various elements of benefit plan information and available services created to enhance the overall customer service experience with the company
- Processes claim referrals, new claim hand-offs, and escalates issues as appropriate through the system for grievances and appeals
Customer Care Rep II- Pharmacy Benefit Manager
CVS Health
10.2020 - 01.2023
- Take inbound calls and answer questions about prescription insurance and medication coverage Offer solutions needed to help simplify member health care experience Provide technical support to members who are navigating plan website by trouble shooting, resolving, and reporting issues as appropriate Adhere to HIPAA and governmental compliance Meeting and maintaining schedule adherence goals and metrics
Sales Associate
TNT Fireworks
05.2018 - 07.2020
- Develop product knowledge of fireworks inventory and convey relevant information to the customer Assist customers in locating, selecting and purchasing fireworks Serve as cashier, check cash register receipts , and ensure accurate cash register operations Arrange merchandise on shelves and displays Observe safety and security procedures
IGS-Guest Service/Cashier
Target
11.2016 - 01.2018
- Operate cash register during transactions ensuring price accuracy, valid coupons and correct change Handled returns and exchanges Expedite check outs proficiently Took initiative during slow times to restock front end Answered questions about products and services Sorted re-shop carts Helped guest save 5% by signing them up for a Target Red Card as well as explained the benefits of the program
Front Desk, Customer Service
Massage Envy
11.2011 - 04.2015
- Organize and assist with guest check-ins/check-outs Scheduling appointments effectively and efficiently using Millennium Promptly and professionally handle inbound telephone calls from clients inquiring about our products and services Records and account management Customer retention and complaint resolution Investigate, and research account discrepancies in a timely and empathetic manner
- Locate and notify customers of delinquent account by mail/telephone in order to solicit payments Communicate effectively with clients about billing, membership benefits, clinic policies and procedures Team building, supervise and training/development of new hires Work cohesively with others in a fast paced, and constantly changing environment Monitored cash drawers to ensure adequate cash supply Helped drive sales goals and achieve monthly quotas Designed displays to make the store experience interactive, engaging and reassuring Handling incoming and outgoing mail and packages for distribution and/or inventory Order processing Review customer surveys
Guest Services
Prudential Center Arena
08.2010 - 07.2014
- Handled high pressure situations while maintaining calm and professional Politely greet and escorted guest to correct section and seat Provided information and assistance to guest Visually monitored for contraband and inform guest of their options Maintained a clean and safe work environment Interacted with guests to ensure they have a good time
Public Safety Officer
Delaware State University
09.2009 - 06.2010
- Distributed parking passes and checked ID’s at the front gate Assisted Police Officers Directed traffic for events held on campus Enforced parking violations by issuing tickets Procedural searches at events for potential contraband Foot patrolled the campus to prevent any unlawful conduct
Sales Associate/Cashier
Boscov’s
05.2007 - 07.2007
- Answered customers questions on our advertisements and promotions Assisted customers in locating merchandise throughout the store Greeted customers as they entered department
Sales Associate/Cashier
K&G Superstores
04.2005 - 01.2006
- Greet and assisted customers with purchases and handled sales transactions Counted and restocked inventory
Education
Bachelors - Mass Communication
Delaware State University
Dover, DelawareSkills
- Conflict resolution
- Project management
- Leadership
- Adaptability
- Team work and collaboration
- POS Inventory System Operation
- Inbound Customer Service
- Document and Records Management
- Call Volume and Quality Metrics
- Keen Attention to Detail
- Billing Adjustments and Refunds
- Sales Quota Achievement
- Membership Inquiries and Renewals
- First-Tier Technical Support
- Administrative and Office Support
Certification
- CompTIA- in progress
Timeline
Customer Care Rep II- Pharmacy Benefit Manager
CVS Health
01.2023 - Current
Customer Care Rep II- Pharmacy Benefit Manager
CVS Health
10.2020 - 01.2023
Sales Associate
TNT Fireworks
05.2018 - 07.2020
IGS-Guest Service/Cashier
Target
11.2016 - 01.2018
Front Desk, Customer Service
Massage Envy
11.2011 - 04.2015
Guest Services
Prudential Center Arena
08.2010 - 07.2014
Public Safety Officer
Delaware State University
09.2009 - 06.2010
Sales Associate/Cashier
Boscov’s
05.2007 - 07.2007
Sales Associate/Cashier
K&G Superstores
04.2005 - 01.2006
Bachelors - Mass Communication
Delaware State University