Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Affiliations
Languages
References
Timeline
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Shawntel Holmes

Jacksonville

Summary

Accomplished customer service specialist with over five years of experience delivering high-level support in fast-paced, compliance-driven environments. Recognized for excellence in client relations, conflict resolution, and precision in handling sensitive data. Demonstrates exceptional communication skills, sound judgment, and a commitment to service excellence. Adept at navigating complex systems and procedures while maintaining a strong focus on client satisfaction and organizational integrity. Poised to bring value, efficiency, and professionalism to a mission-driven team.

Overview

5
5
years of professional experience
1
1
Certification

Work History

Customer Service Representative

CVScaremark
Jacksonville
10.2023 - Current
  • Recommended improvements in products, service and billing methods to management to prevent future problems.
  • Provided top quality control and eliminated downtime to maximize revenue.
  • Assisted patients with inquiries regarding medical services and insurance coverage.
  • Handled complaints and resolved issues to ensure patient satisfaction.
  • Resolved customer complaints promptly and professionally.
  • Collaborated with other departments to ensure timely resolution of customer issues.
  • Processed prescription orders efficiently using pharmacy management software.
  • Performed filing, copying, faxing and other clerical tasks.
  • Communicated with insurance companies for billing purposes.

Customer Service Representative

Humana
Jacksonville
10.2022 - 08.2023
  • Assisted customers with account inquiries and transaction issues.
  • Maintained accurate patient records and medication profiles using pharmacy software.
  • Collaborated with healthcare professionals to resolve prescription issues effectively.
  • Assisted customers with prescription inquiries and medication information.
  • Processed prescription orders accurately and efficiently using pharmacy software.
  • Maintained inventory levels by monitoring stock and placing orders as needed.
  • Adhered to company's established protocols for handling confidential data.
  • Consulted with customers regarding needs and addressed concerns.

Customer Service Representative

Citibank
Jacksonville
11.2020 - 10.2022
  • Assisted customers with account inquiries and transaction requests.
  • Resolved customer complaints through effective communication and problem-solving.
  • Educated customers on banking products and services to enhance their experience.
  • Managed daily operations of customer service team to ensure efficiency.
  • Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
  • Managed incoming calls from customers in a professional manner.
  • Adhered to all company guidelines when interacting with customers.

Education

Certified Pharmacy Technician (CPhT) -

Rasmussen University
Online
10-2026

High School Diploma -

Terry Parker High School
Jacksonville, FL
05-2017

Skills

  • Customer service
  • Medication management
  • Inventory control
  • Effective communication
  • Problem resolution
  • Pharmacy software
  • Team collaboration
  • Active listening
  • Decision-making
  • Assertiveness
  • Medical terminology

Certification

  • First Aid / CPR Certification
  • Typing Speed Certificate
  • HIPAA Certification (Privacy & Security Training)

Accomplishments

  • Earned Home Health Aide Certification, reflecting comprehensive training in patient care, infection control, mobility assistance, and maintaining patient dignity in home-based healthcare environments

Affiliations

  • Volunteered at local community health events, assisting with check-ins, distributing informational materials, and supporting patient outreach.
  • Provided informal care and support to elderly family members, applying home health aide skills in real-life settings with compassion and responsibility.
  • Participated in professional development webinars focused on healthcare communication, patient privacy (HIPAA), and customer service excellence.
  • Organized peer study sessions during certification training programs to support classmates in understanding core healthcare topics.
  • Member of online healthcare support forums, staying current with industry practices and patient care strategies.

Languages

ASL
Limited

References

References available upon request.

Timeline

Customer Service Representative

CVScaremark
10.2023 - Current

Customer Service Representative

Humana
10.2022 - 08.2023

Customer Service Representative

Citibank
11.2020 - 10.2022

Certified Pharmacy Technician (CPhT) -

Rasmussen University

High School Diploma -

Terry Parker High School

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