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Rebecca Washington
Crown Point,IN
Summary
“Motivated and detail-oriented professional seeking a customer service position where I can apply my strong communication, problem-solving, and conflict resolution skills to improve client satisfaction and support efficient operations.”
Overview
7
7
years of professional experience
Work History
Benefits Verification Specialist
CVS Health
04.2022 - 06.2025
- Conducted detailed insurance benefit investigations for pharmacy and medical claims to ensure patients received appropriate coverage for prescribed therapies.
- Verified patient insurance eligibility, prior authorization requirements, and co-pay responsibilities through direct payer contact and online portals.
- Collaborated with prescribers, payers, and specialty pharmacies to resolve benefit and coverage issues, ensuring timely medication access.
- Documented all case activities accurately within CVS Health’s internal systems while maintaining compliance with HIPAA and regulatory standards.
- Delivered high-quality customer service in a fast-paced, high-volume environment, supporting patients with empathy and professionalism.
- Provided support to cross-functional teams, contributing to improved turnaround times and operational efficiency.
Lead Sales Cashier
Lake Street Liquors
05.2019 - 09.2023
- Balanced cash drawer accurately at the end of each shift, demonstrating strong attention to detail.
- Reviewed new promotions and monitored price changes.
- Reconciled cash drawer at start and end of each shift, accounting for errors, and resolving discrepancies.
- Replenished sales floor merchandise and organized shelves, racks, and bins for optimal appearance.
- Answered questions about store policies and addressed customer concerns.
- Contributed to store growth by participating in promotional events and engaging with potential customers.
- Maintained a clean and organized work area, promoting a professional environment for customers.
- Resolved customer issues promptly, ensuring positive experiences and repeat business.
- Ensured smooth transactions with the use of point-of-sale systems and cash registers.
- Assisted in inventory management, conducting regular stock checks and replenishing merchandise as needed.
- Developed strong product knowledge, enabling effective recommendations tailored to individual customer needs.
- Supported loss prevention efforts by monitoring for suspicious activity and reporting concerns to management.
- Improved customer satisfaction by providing efficient and accurate cashiering services.
Customer Service Representative
Geico
01.2018 - 03.2022
- Delivered high-quality service to policyholders by handling inbound inquiries regarding auto insurance policies, billing, and claims with professionalism and empathy.
- Resolved complex customer issues, including coverage disputes and claim status questions, while maintaining compliance with company policies and industry regulations.
- Educated customers on policy options, deductibles, and claim processes to ensure transparency and trust throughout their insurance experience.
- Documented all interactions accurately using GEICO’s CRM system and followed up to ensure timely resolution of open issues.
- Assisted with claim escalations and collaborated with claims adjusters, underwriters, and team leads to ensure efficient processing and follow-through.
Education
High School Diploma - undefined
12.2014
Skills
Exceptional Verbal & Written Communication
Conflict Resolution & De-escalation
Empathetic Customer Support
Claims Assistance & Policy Explanation
Multi-line Call Handling & High Call Volume Management
Active Listening & Problem Solving
CRM & Call Center Software (GEICO Systems, Salesforce, Zendesk)
Accurate Data Entry & Documentation
Microsoft Office Suite (Word, Excel, Outlook)
Fast Typing Speed (40 WPM)
Adaptability in High-Pressure Environments
Team Collaboration & Cross-Department Coordination
Software
Interests
Gets the job done
Timeline
Benefits Verification Specialist
CVS Health
04.2022 - 06.2025
Lead Sales Cashier
Lake Street Liquors
05.2019 - 09.2023
Customer Service Representative
Geico
01.2018 - 03.2022