Sarah Davis
Independence
Summary
Customer Care Representative II at CVS Caremark dedicated to first call resolution. Recognized for enhancing customer satisfaction through empathetic communication and effective problem-solving. Adept at multitasking and maintaining high call metrics. Focused on team collaboration and achieving positive outcomes, adaptable to changing needs. Skilled in communication and conflict resolution.
Overview
19
19
years of professional experience
Work History
Customer Care Representative II
CVS Caremark
10.2021 - Current
- Resolved customer inquiries through effective communication and problem-solving strategies.
- Processed prescription orders accurately using pharmacy management software.
- Assist members with reimbursement claims, bill pay, and web support.
- Collaborated with team members to enhance workflow efficiency and improve service delivery.
- Handled escalated customer issues, providing timely resolutions to maintain satisfaction levels.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Maintained a high level of product knowledge to provide accurate information and support to customers.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
- Navigated multiple computer systems and applications to find information.
- Streamlined call response times for improved customer experience through effective communication techniques.
- Contributed to team success, consistently achieving call center performance metrics.
- Actively participate in team meetings, discussing challenges faced as well as solutions implemented towards improving overall performance.
- Implemented feedback from supervisors to continuously improve performance and enhance customer care skills.
- Developed effective time management strategies to efficiently handle multiple tasks simultaneously without compromising quality.
- Participated in training sessions for new hires, sharing insights on best practices in customer service excellence.
- Explain plan design and enrollment options.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Stay up-to-date on trainings and acknowledgements
Plasma Tech
Biolife Plasma Services
06.2017 - 06.2018
- Ensured compliance with safety and quality standards during plasma collection procedures.
- Operated and maintained equipment, troubleshooting issues to minimize downtime.
- Trained new staff on operational protocols and best practices for plasma donation.
- Monitored inventory levels, coordinating with suppliers to ensure necessary supplies availability.
- Conducted routine maintenance checks on equipment, enhancing reliability and performance metrics.
- Maintained meticulous records of maintenance activities, ensuring compliance with industry standards.
- Screens donors by checking iron levels, blood pressure, weight and heat rate
- Registered new donors in the National Donor Registry
- Provided Customer service, answered telephone calls, ran the reception desk.
- Watched donors children in the child care room.
Corporate Assistant III
O'Reilly Auto Parts
10.2012 - 11.2014
- Coordinated cross-departmental communication to enhance operational efficiency and information flow.
- Managed scheduling and logistics for corporate meetings, ensuring timely execution of agendas.
- Developed and maintained filing systems for documentation, improving retrieval speed and accuracy.
- Streamlined office procedures, resulting in reduced processing times for administrative tasks.
- Preformed payroll functions, entered warehouse team members time and productivity records daily, submitted payroll reports.
- Planned and coordinated corporate luncheons and picnics.
- Collected and deposited money into accounts to pay warehouse bills and kept accurate billing records.
- Assisted DC Manage with monthly budget and weekly warehouse inventory spending reports.
- Assisted HR with testing of all potential new hires, interviews, on boarding trainings, drug testing, preformed background checks and verified references, created new employee time clock badges, and assisted new hires with setting up insurance benefits and ordering uniforms.
- Organized, ran and hosted job fairs
- Severed as receptionist when
- Ordered and kept inventory of all office and breakroom supplies
- Wrote and complied weekly warehouse newsletter
- Scheduled maintenance of company vehicles.
Weekend Group Home Supervisor/ Support Staff
Community Access
06.2006 - 11.2012
- Supervised daily operations to ensure compliance with regulatory standards.
- Trained and mentored staff on best practices for resident care and crisis intervention techniques.
- Implemented quality assurance measures to enhance service delivery and improve resident satisfaction.
- Monitored resident progress, documenting changes and adjustments to care strategies as needed.
- Coordinated community outreach programs to build relationships and resources for residents' support systems.
- Assisted staff with maintaining residents' health by scheduling medical appointments and arranging transportation.
- Maintained adequate coverage for residents' needs without exceeding budget targets by coordinating schedules and team workflows.
- Managed budgetary allocations for program activities, ensuring efficient use of resources while maintaining service quality.
- Kept accounts, resident files and regulatory paperwork current and accurate with diligent attention to administrative requirements.
- Conducted regular evaluations of staff performance, identifying areas for improvement as well as recognizing exceptional contributions towards creating a positive living environment for residents.
- Improved staff performance by providing ongoing training, coaching, and mentoring.
- Maintained compliance with state regulations through thorough record-keeping, documentation, and reporting.
- Assessed resident needs regularly to ensure appropriate levels of care were provided consistently throughout their stay at the group home.
- Facilitated communication between residents, families, and community agencies to provide comprehensive support services.
- Promoted resident independence by offering guidance on daily living skills and goal setting.
- Monitored resident medication administration for accuracy, adhering strictly to prescribed schedules and dosages for optimal health outcomes.
- Safeguarded residents'' privacy rights while maintaining open lines of communication with family members about progress updates and concerns as necessary.
- Coordinated recreational activities that promoted socialization, physical health, and mental well-being among group home members.
- Ensured a safe and nurturing environment for group home residents through careful supervision and monitoring.
- Oversaw home inventory of supplies and groceries by tracking use and placing new orders.
- Assisted residents with basic hygiene and healthcare needs.
- Offered learning opportunities to help residents develop important life skills.
- Arranged for ongoing housekeeping to keep home areas clean, neat and properly sanitized.
- Participated in community events to promote services and engage with public.
Education
High School Diploma -
St. Mary's High School
Independence, MO05-2025
No Degree - Medical Billing And Coding, HIPPA, Remoter Worker
University of Central Missouri
Warrensburg, MO05-2021
No Degree - CNA
Blue Rive Community College
Independence, MO08-2005
Skills
- Customer service
- Data entry
- Call center experience
- First call resolution
- Conflict mediation
- Database research
- Time management
- Multitasking and organization
- Empathy and patience
- Active listening
- Adaptability and flexibility
- Verbal and written communication
- Email communication
- Decision-making
- Phone etiquette
- Task prioritization
- Technical troubleshooting
- Quality assurance
- Claims monitoring
- Call handling
- Call logging
- Punctuality and reliability
- Teamwork and collaboration
- Microsoft office
- Calm and professional under pressure
- Policies and procedures adherence
- Issue follow up
- Remote office availability
- Call metrics
Timeline
Customer Care Representative II
CVS Caremark
10.2021 - Current
Plasma Tech
Biolife Plasma Services
06.2017 - 06.2018
Corporate Assistant III
O'Reilly Auto Parts
10.2012 - 11.2014
Weekend Group Home Supervisor/ Support Staff
Community Access
06.2006 - 11.2012
High School Diploma -
St. Mary's High School
No Degree - Medical Billing And Coding, HIPPA, Remoter Worker
University of Central Missouri
No Degree - CNA
Blue Rive Community College