SH’DERRICKA LAWSON
Houston
Summary
Customer Service Professional with over 10 years of experience in client engagement and administrative support. Demonstrated ability to build strong client relationships and resolve inquiries effectively. Committed to continuous improvement and process optimization, consistently meeting deadlines and organizational goals. Proficient in managing high-volume customer demands through remote work, excelling in problem-solving and multitasking.
Overview
11
11
years of professional experience
Work History
Member Engagement Coordinator
BeneLynk
Houston
07.2024 - Current
- Engaged with Medicare and Medicaid members through inbound and outbound calls to navigate benefits.
- Conducted needs assessments to identify specific health care barriers affecting members.
- Guided members through complex benefit information and enrollment processes.
- Advocated for members to ensure access to necessary resources and support.
- Maintained accurate records of all member interactions for compliance and follow-up.
- Developed rapport with members to build trust and enhance engagement.
- Exceeded performance metrics related to call volume, member satisfaction, and program enrollment.
Technical Support Advisor (Remote)
Conduent
Houston
05.2022 - 07.2024
- Handled high volumes of inbound phone calls and live chats, gathering, interpreting, and analyzing information to resolve phone, computer, tablet, and accessory issues, consistently meeting and exceeding weekly metrics.
- Engaged with customers experiencing issues, and walked them through the problem-solving process, asking pertinent and relevant questions to discover root causes.
- Explained technical aspects in non-technical terms in order to increase customer knowledge and improve the end-user experience.
- Utilized a variety of technologies to research customer issues, taking ownership of escalated calls, and resolving complex cases.
- Enhanced customer satisfaction through active listening, consultative relationship building, resourcefulness, and positive communication.
Registered Pharmacy Technician
Walgreens
Houston
11.2022 - 10.2023
- Conducted medication orders, and pharmacy operations by phone, fax, email, and letters to gather and/or verify information, ensuring the accuracy of medication orders and fulfillment
- Utilized pharmacy systems to enter patient data and drug information, ensuring information was entered correctly; filled prescriptions by retrieving, counting, and pouring pharmaceutical drugs and verifying medicine was correct
- Served as a resource and subject matter expert for patients, answering questions and providing medical/prescription advisement
- Streamlined department operations by efficiently documenting patient data, updating account records, and corresponding with colleagues to provide accurate medical information
Retail Sales Associate & Fitting Room Specialist
Nordstrom Rack
Phoenix
06.2016 - 04.2023
- Thrived in a fast-paced environment by working with the internal teams to build strong relationships with new clients, cultivating positive relationships through high-touch service, and tailoring solutions to client needs.
- Played a key role in training team members on fitting room etiquette, protocols, and service standards, providing professional development and learning opportunities that can only be gained with experience.
- Recognized by management and awarded the Best Fitting Room Attendant for the ability to exceed expectations and work without oversight.
- Promoted a positive atmosphere, going above and beyond to ensure all customers received exceptional customer service.
- Demonstrated effective communication skills, a professional attitude, excellent dependability, the ability to handle stressful situations, and flexibility in a high-pressure environment, learning and reacting quickly to customer needs.
Collection Agent (Remote)
Alorica
05.2022 - 07.2022
- Addressed and resolved account issues requiring immediate attention by analyzing available data, contacting account holders, and negotiating payoffs, settlements, or short-term payment plans
- Prioritized and coordinated daily workload in a high-volume, deadline-driven environment while exceeding key performance indicators related to average handle time, accuracy, quality, and volume
- Delivered one-contact resolution by identifying and assessing customer needs, communicating effectively with customers to mitigate concerns and resolve the problem at hand
- Maintained high internal operational and quality assurance controls, documenting all correspondence with associated parties to track remediation efforts, payer responses, and account actions
Customer Service Associate
Last Chance
Phoenix
04.2014 - 06.2016
- Worked effectively and efficiently in both individual and team settings, clearly communicating customer needs with managers and coordinating internal services to provide seamless customer experiences
- Consistently exceeded established service goals through professional representation of company brand and strong interpersonal skills
- Increased customer loyalty through exceptional listening, consultative relationship building, resourcefulness, and strong communication
- Maintained up-to-date knowledge of merchandise lines, product features, benefits and availability, and current promotions
Education
Pharmacy Technician Certificate -
Altierus Career College
Houston, TX01.2024
Bachelor of Science - Criminal Justice
Benedict College
Columbia, SCSkills
- Microsoft Office Suite (Word, Excel, Outlook, PowerPoint)
- Google Workspace
- CRM systems
- Windows
- MacOS
- IOS
- Type 60 wpm
- Adaptable & Flexible
- Quality Assurance
- Remote Collaboration
- Interpersonal Communication
- Issue Resolution
- Team Leadership
- Strategic Planning
- Priority Management
- Troubleshooting
- Data Entry & Analysis
- Account Management
- Process Improvement
Timeline
Member Engagement Coordinator
BeneLynk
07.2024 - Current
Registered Pharmacy Technician
Walgreens
11.2022 - 10.2023
Technical Support Advisor (Remote)
Conduent
05.2022 - 07.2024
Collection Agent (Remote)
Alorica
05.2022 - 07.2022
Retail Sales Associate & Fitting Room Specialist
Nordstrom Rack
06.2016 - 04.2023
Customer Service Associate
Last Chance
04.2014 - 06.2016
Pharmacy Technician Certificate -
Altierus Career College
Bachelor of Science - Criminal Justice
Benedict College
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