Nicole Drew
Alcoa,TN
Summary
Highly dedicated and experienced Senior Resolution Specialist with over five years in the healthcare and customer care industry, including four years at CVS Caremark. Proven ability to act as a primary point of contact for complex member/participant escalations and resolve client-initiated issues efficiently. Expertise in leveraging business and process knowledge to support diverse internal teams (MDO, pharmacy helpdesk, specialty pharmacy, retail) and ensure maximum client satisfaction, directly aligning with the Client Support Team's role as a liaison. Seeking to leverage deep plan design knowledge and resolution skills as a Client Support - Representative I.
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
7
7
years of professional experience
Work History
Senior Resolution Specialist
CVS Caremark
01.2023 - Current
- Managed and resolved complex member escalations as the primary point of contact, ensuring a high level of customer satisfaction in a role that mirrors the need to address day-to-day needs of clients and participants.
- Provided extensive cross-functional support (MDO, pharmacy helpdesk, specialty pharmacy, and retail), demonstrating the ability to navigate complex organizational structures and act as a vital liaison.
- Resolved high-priority issues such as paper claim reimbursement requests and drug shortages, directly contributing to the Offline eSupport team to address and resolve critical, time-sensitive business problems.
- Contributed to team development initiatives to enhance overall skill sets and drive process improvements.
- Successfully supported the launch of a new line of business through temporary assignment, demonstrating adaptability and process implementation support.
Customer Care Representative
CVS Caremark
09.2019 - 01.2023
- Resolved member complaints and addressed inquiries regarding retail and mail order claims, building a robust history of issue tracking and resolution.
- Provided detailed assistance to members regarding client-specific programs and supported plan design, directly applicable to providing plan benefit override support and client satisfaction.
- Collaborated with a specialized support team to address complex member issues requiring additional assistance, showcasing partnership skills for navigating difficult cases.
- Facilitated member access to financial statements of cost and assisted in locating local retail stores, enhancing the overall member experience.
Application Specialist
Disability Advantage Group
09.2018 - 08.2019
- Conducted detailed case evaluations and gathered information (income, assets, work histories) to ensure accurate and comprehensive completion of SSDI/SSI applications.
- Thoroughly reviewed applications with clients to ensure all information was correct and complete before submission to the case management team.
Education
High School Diploma -
High School Graduate
Alcoa, TN01.2005
Bachelor of Science - Business Administration
Colorado Technical University
Colorado Springs, CO02-2029
Skills
- Complex Issue Resolution, Customer/Client Escalation Management, Complaint Handling, Client Relationship Management, Timely Follow-up
- Plan Designs, Client-Specific Programs, Claim Reimbursement Process, Drug Shortage Solutions, Cross-Functional Support, Process Improvement
- Salesforce, Microsoft Office (Word, Outlook, Excel, PowerPoint), Database Tracking, Email/Telephone Communication
- Liaison between Teams, Building Partnerships, Team Collaboration, Adaptability, Detail-Oriented Tracking
- Investigation skills
- Escalated calls management
- Active listening
- Team collaboration
- Conflict resolution skills
- Team member training
- Attention to detail
- Time management
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Collaborated with team of 40 in the development of eSupport for the drug shortage project.
Timeline
Senior Resolution Specialist
CVS Caremark
01.2023 - Current
Customer Care Representative
CVS Caremark
09.2019 - 01.2023
Application Specialist
Disability Advantage Group
09.2018 - 08.2019
High School Diploma -
High School Graduate
Bachelor of Science - Business Administration
Colorado Technical University