Summary
Overview
Work History
Skills
Timeline
Generic

Sheryl Boykin

Washington,DC

Summary

Dedicated professional with extensive experience in customer service and problem-solving, honed at CVS Caremark. Excelled in deescalation proficiency and HIPAA compliance, effectively handling high call volumes and complex issues. Demonstrated mastery in utilizing technology to enhance customer satisfaction and operational efficiency. Proven track record in improving customer experience through empathetic engagement and skilled communication.

Overview

4
4
years of professional experience

Work History

Customer Service Representatives- Dental

CVS Caremark
10.2023 - Current
  • Answer questions & resolve issues from Members, Providers & Plan Sponsors Via phone & electronic communication.
  • Document & track contacts with Members & Providers.
  • Build & establish rapport with Members by demonstrating empathy & understanding needs to provide best information for best health.
  • Provide Members with benefit plan details, additional plan benefits & Member self-service toll.
  • Process claim referrals, new claim handoffs, Member & Provider complaints & grievances and appeals via target system.
  • Educate Providers on the self-service options & assist Providers with credentialing issues.

Sr Customer Service Representative- HCN Ops

Aetna Resources, LLC / CVS Caremark
02.2021 - 10.2023
  • Professionally answered high call volume.
  • Efficiently navigated through multiple computer software systems in order to provide customers with most relevant & accurate enrollment & benefit plan information.
  • Mastered effective listening in order to identify the callers concerns, issues & complaints.
  • Effectively deescalated customer concerns & complaints in a manner that positively represented company guidelines with appropriate tone & language.
  • Performed efficient operation of the AVA system to successfully direct callers to appropriate company departments respective to specific needs & requests.
  • Directed & facilitated technical support for Members & Providers in the Navigator self service online system.
  • Facilitated special projects as requested by department manager.


Skills

  • Customer Service
  • Microsoft Office (Word, Excel, Outlook)
  • 50 WPM typing speed
  • Problem-solving
  • Deescalation proficiency
  • HIPPA Compliance

Timeline

Customer Service Representatives- Dental

CVS Caremark
10.2023 - Current

Sr Customer Service Representative- HCN Ops

Aetna Resources, LLC / CVS Caremark
02.2021 - 10.2023

Similar Profiles

CREATE PROFILE
Sheryl Boykin