Summary
Overview
Work History
Education
Skills
Timeline
Generic

Shirley York

Houston

Summary

Talented hard worker, skilled at completing daily assignments, and contributing to team success. Always willing to take on any task. Adapts quickly to new needs and policies. Delivers consistent and professional work for every assignment. Motivated and skilled at meeting customer needs with expert support. Stays on top of demands in fast-paced environments by effectively using slow periods. Maintain organized, clean, and safe work areas with diligent attention to important details. Efficient and professional with a dependable nature. Focused on helping the business achieve short and long-term goals and help day-to-day operations. Able to effectively de-escalate situations with customers. Dedicated professional with demonstrated strengths in customer service, time management, and trend tracking. Good at troubleshooting problems and building successful solutions. Excellent verbal and written communicator with a strong background in cultivating positive relationships and exceeding goals. Successful Customer care representative with 8 years of experience addressing customer requests and concerns. Expert at providing relevant information and options to successfully resolve issues. Upbeat and energetic handling difficult situations through resourcefulness and adaptability. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.

Overview

14
14
years of professional experience

Work History

Benefit Counselor

Aptia365
09.2025 - 01.2026
  • Guided employees through benefits enrollment processes, ensuring understanding of available options.
  • Analyzed employee benefit needs to provide tailored recommendations and support
  • Processed contribution funding for FSA and HSA accounts.

Customer Care Agent

Evolent Health
Houston, TX
02.2024 - 08.2025
  • Adhered strictly to data protection guidelines, ensuring that the confidential information of customers was treated with utmost respect and diligence throughout all interactions.
  • Improved first-call resolution rates through thorough research of complex cases before escalating them to higher-level support teams.
  • Provided empathetic assistance to distressed customers, demonstrating genuine concern for their needs and fostering brand loyalty.
  • Handled escalated calls professionally, mitigating potential complaints and securing continued business from clients.
  • Enhanced customer satisfaction by addressing and resolving issues promptly and professionally.
  • Managed high call volume while maintaining exceptional service quality for all customers.
  • Assisted call-in customers with questions and orders.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Logged call information and solutions provided into internal database.

Benefits Specialist

Mercer Marsh & Mclennon
Houston, TX
09.2023 - 12.2023
  • Resolved issues and inquiries from plan participants regarding health and welfare benefits and deductions through telephone, email, and in-person interactions.
  • Explained benefits to plan participants in easy to understand terms in order to educate each on available options.
  • Assisted in resolving complex benefits issues, leading to increased employee satisfaction and retention rates.
  • Educated managers on current benefit offerings and policies, enabling them to better assist their teams with questions or concerns.

Customer Service Representative

CareCentrix
Houston, TX
03.2023 - 08.2023
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Addressed customer inquiries to ensure satisfaction and foster positive service experience.
  • Met customer call guidelines for service levels, handle time and productivity.

Customer Care Representative

CVS Caremark
San Antonio, TX
11.2020 - 01.2023
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Responded to customer needs through competent customer service and prompt problem-solving.
  • Assisted call-in customers with questions and orders.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information.
  • Educated clients on account services and resolved client inquiries regarding statement information and account balances.
  • Logged call information and solutions provided into internal database.

Census Enumerator

U.S. Census
08.2020 - 09.2020
  • Documented data on paper and entered into field data capture for compilation and analysis
  • Reached out to individuals at home, work, and public locations to complete interviews
  • Collected personal data such as names, addresses, and other information for Census use
  • Operated vehicles and equipment safely and maintained a clean driving record
  • Protected company and customer data by consistently following privacy policies
  • Tracked daily activities in FDC for consistent reporting
  • Physically attempting to knock at resident's doors to conduct the census.

Patient Care Coordinator

Acaria Health Specialty Pharmacy
Houston, TX
04.2018 - 05.2019
  • Coordinated patient care plans, ensuring timely delivery of medications and services.
  • Managed patient inquiries and resolved issues to enhance satisfaction and retention.
  • Collaborated with healthcare providers to streamline communication and improve care continuity.
  • Developed educational materials for patients, promoting medication adherence and health literacy.
  • Provided exceptional customer service by addressing concerns, answering questions, and ensuring patient satisfaction with their care experience at the clinic.

Lead Certified Pharmacy Technician

Southside Pharmacy
04.2016 - 12.2016
  • Assisted other pharmacy staff with drug inventory, purchasing, and receiving
  • Correctly completed pharmacy paperwork, including daily and weekly reports
  • Receptively answered customer questions and helped locate desired items in the pharmacy
  • Obtained timely payments from customers and insurance companies
  • Kept inventory accurately with effective management and regular cycle counts
  • Minimized risk and maintained accuracy through consistent adherence to proper medication-handling techniques and industry best practices
  • Handled 600+ prescription orders per week at the counter, drive-thru, and via delivery service
  • Prevented record keeping and service errors with accurate data entry, verifying all information, and correcting issues immediately
  • Adapted quickly to new technology, staying efficient and on-track to deliver top-notch customer service
  • Assisted with billing, entering orders with high accuracy, and verifying insurance
  • Avoided product waste with proper stock rotation procedures
  • Maintained efficiency by balancing customer needs with the pharmacy workload
  • Kept over-the-counter medications and other pharmacy-related supplies well-organized and stocked for customers
  • Reconciled account issues and resolved prescription problems via telephone and at the counter
  • Supported pharmacists by measuring, counting, and labeling prescriptions
  • Met customer needs with fast and knowledgeable pharmacy support
  • Secured drug supplies, closely following pharmacy procedures, and monitoring access
  • Kept all areas clean, organized, and in line with company professional standards
  • Protected company and customer data by consistently following HIPPA policies
  • Developed solid relationships with staff, customers, and vendors
  • Maintained standards by orienting, training, and monitoring all new pharmacy technicians
  • Kept team in compliance with regular licensure monitoring, working with senior management to address issues
  • Worked effectively with a diverse team to accomplish daily objectives and meet long-term goals
  • Troubleshoot problems and develop successful solutions
  • Trained new team members in procedures, and ways to exceed performance expectations
  • Completed work with little oversight
  • Updated office files daily and kept records organized
  • Verified level of supplies and requested new inventory to meet service levels
  • Served customers by going above-and-beyond to offer exceptional support for all needs
  • Boosted efficiency by keeping work areas clean, tidy, and free of debris.

Lead Certified Pharmacy Technician

The Medicine Shoppe Pharmacy
07.2012 - 03.2016
  • Maintained standards by orienting, training, and monitoring all new pharmacy technicians
  • Kept team in compliance with regular licensure monitoring, working with senior management to address issues
  • Verified level of supplies and requested new inventory to meet service levels
  • Managed files and continuously updated and organized records
  • Delivered exceptional guest relations by welcoming visitors warmly and offering immediate assistance
  • Served customers by going above-and-beyond to offer exceptional support for all needs
  • Supported pharmacists by measuring, counting, and labeling prescriptions
  • Secured drug supplies, closely following pharmacy procedures, and monitoring access
  • Updated office files daily and kept records organized
  • Adapted quickly to new technology, staying efficient and on-track to deliver top-notch customer service
  • Met customer needs with fast and knowledgeable pharmacy support
  • Kept over-the-counter medications and other pharmacy-related supplies well-organized and stocked for customers
  • Upheld quality assurance standards, training staff on procedures to minimize errors and service issues.

Education

Diploma -

Lamar Consolidated High School
Rosenberg, Tx

Skills

  • Inventory (8 years)
  • Call center operations
  • Medical coverage
  • Proficient in software
  • Open enrollment
  • Employee benefits practices

Timeline

Benefit Counselor

Aptia365
09.2025 - 01.2026

Customer Care Agent

Evolent Health
02.2024 - 08.2025

Benefits Specialist

Mercer Marsh & Mclennon
09.2023 - 12.2023

Customer Service Representative

CareCentrix
03.2023 - 08.2023

Customer Care Representative

CVS Caremark
11.2020 - 01.2023

Census Enumerator

U.S. Census
08.2020 - 09.2020

Patient Care Coordinator

Acaria Health Specialty Pharmacy
04.2018 - 05.2019

Lead Certified Pharmacy Technician

Southside Pharmacy
04.2016 - 12.2016

Lead Certified Pharmacy Technician

The Medicine Shoppe Pharmacy
07.2012 - 03.2016

Diploma -

Lamar Consolidated High School
Shirley York