Summary
Overview
Work History
Education
Skills
Websites
Timeline
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Shovonne Hill

Oswego,IL

Summary

Dynamic Benefits Investigation Specialist at CVS Caremark with established expertise in customer service and process enhancement. Improved issue resolution efficiency by 27% while overseeing high-volume interactions. Proficient in CRM software and conflict resolution, cultivating robust relationships with stakeholders to elevate customer satisfaction and retention.

Overview

14
14
years of professional experience

Work History

Benefits Investigation Specialist

CVS Caremark
Mount Prospect, IL
03.2013 - 01.2024
  • Led a team of benefits specialists in resolving complex insurance issues, demonstrating exceptional leadership and customer service skills while ensuring timely and accurate resolution of client inquiries.
  • Consulted with customers via telephone and in-person to assist with navigating pharmacy systems and completing requests, leading to a 27% improvement in customer issue resolution time.
  • Managed high-volume customer interactions, maintaining a 96% satisfaction rate while consistently meeting or exceeding service level agreements (SLAs).
  • Implemented process improvements that reduced investigation turnaround time by 29%, significantly enhancing customer satisfaction and operational efficiency.
  • Developed and maintained strong relationships with healthcare providers, insurance companies, and patients, exemplifying high-level communication and problem-solving abilities.
  • Utilized CRM software to manage and track over 1,000 customer cases monthly, ensuring meticulous documentation and follow-up to achieve resolution.
  • Conducted training sessions for new team members on effective customer service techniques and benefits investigation processes, fostering a customer-centric culture and enhancing team performance.
  • Successfully processed over 150 prescription transfer requests from competitors each month, contributing to an increase in customer retention and showcasing strong customer relationship management skills.

Legal Assistant

Legal Helpers
New York, NY
01.2010 - 01.2011
  • Managed and prioritized a high volume of client inquiries and case files, improving response times by 32% and ensuring timely resolution of client issues, showcasing organizational and customer service expertise.
  • Acted as the primary point of contact for clients, resolving issues promptly and effectively, which led to a reduction in client escalations and enhanced client loyalty.
  • Coordinated with attorneys and clients to gather necessary documentation, reducing case preparation time and showcasing effective communication and project management abilities.
  • Developed and implemented a new client onboarding process, decreasing onboarding time and enhancing the client experience through streamlined procedures.
  • Conducted thorough research and analysis of legal documents, providing actionable insights that led to a 11% increase in successful case outcomes, underscoring analytical and problem-solving skills.
  • Prepared and distributed detailed reports and summaries to clients, ensuring clarity and understanding, which contributed to a rise in client satisfaction rate.
  • Organized and led training sessions for new staff on legal procedures and client management, improving team efficiency and fostering a collaborative work environment.
  • Implemented feedback mechanisms to gather client input, resulting in an improvement in service delivery and demonstrating a commitment to continuous improvement and client success.
  • Maintained strict confidentiality and compliance with legal standards, ensuring 100% adherence to regulatory requirements and building trust with clients.

Education

Bachelor of Science - Nursing

Lakeview College of Nursing
Danville, IL

Skills

  • Customer service and success
  • Stakeholder management
  • Retention strategies
  • Cross-functional collaboration
  • Strategic planning
  • Organizational leadership
  • Conflict resolution
  • Data and project management
  • Process improvement
  • Data analysis
  • Research and reporting
  • Problem solving
  • Training facilitation
  • Interpersonal communication
  • SaaS platforms
  • Salesforce and HubSpot expertise
  • Zendesk support tools
  • JIRA project tracking
  • Asana task management
  • Trello organization skills
  • ClickUp productivity software
  • Slack communication tools
  • Zoom video conferencing
  • Tableau data visualization
  • Mailchimp email marketing
  • Qualtrics survey solutions
  • SurveyMonkey feedback collection
  • Microsoft Office Suite proficiency
  • Google Workspace applications
  • Benefits analysis
  • Claim resolution
  • CRM software management

Timeline

Benefits Investigation Specialist

CVS Caremark
03.2013 - 01.2024

Legal Assistant

Legal Helpers
01.2010 - 01.2011

Bachelor of Science - Nursing

Lakeview College of Nursing

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