Symone Washington
San Antonio,TX
Summary
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
8
8
years of professional experience
Work History
Resolution Specialist
Alignment Health
05.2023 - Current
- Identified and assessed customer's needs quickly and accurately.
- Collaborated with other department leads to resolve customer complaints and drive customer experience.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Maintained up-to-date knowledge of product and service changes.
- Responded proactively and positively to rapid change.
- Formulated focused and individualized resolutions aimed to peacefully settle disputes.
- Drove dispute resolutions using effective problem-solving and by guiding mutual understanding of opposing viewpoints.
Pharmacy Technician
CVS Pharmacy
09.2022 - 07.2023
- Answered incoming phone calls and addressed questions from customers and healthcare providers.
- Calculated dosage, filled prescriptions and prepared prescription labels with absolute accuracy.
- Counted and labeled prescriptions with correct item and quantity.
- Stocked, labeled and inventoried medication to keep accurate records.
- Communicated with patients to collect information about prescriptions and medical conditions or arrange consultations with pharmacists.
- Performed wide range of pharmacy operations with strong commitment to accuracy, efficiency and service quality.
- Solved customer problems in-person or over telephone by providing assistance with placing orders, navigating systems and locating items.
Coverage Determinations & Appeals Representative
CVS Health / Iconma (Contractor)
10.2022 - 05.2023
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered incoming phone calls and addressed questions from customers and healthcare providers.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
- Responded proactively and positively to rapid change.
- Reviewed and corrected claim errors to facilitate smooth processing.
Flight Attendant
Jetblue Airways Corp
10.2021 - 09.2022
- Conducted pre-flight safety checks of cabin emergency equipment, including safety briefing of passengers before flight
- Identify, document, and analyze cabin maintenance issues and promptly report findings to the Pilot-in-Command
- Provide a welcoming atmosphere by greeting passengers on board and providing assistance and direction to their seats
- Oversee the maintenance of comfort, safety, and security of all passengers by utilizing a client-centered work ethic
- Interact with patrons and attend to the needs and requests of all travelers, prioritizing safety in all flights
- Resolve passenger conflicts during flights, including issues with disorderly travelers and medical emergencies
Pharmacy Technician
Clinical Solutions
09.2020 - 10.2021
- Answered incoming phone calls and addressed questions from customers and healthcare providers.
- Calculated dosage, filled prescriptions, and prepared prescription labels with absolute accuracy.
- Solved customer problems in-person or over telephone by providing assistance with placing orders, navigating systems, and locating items.
- Stocked, labeled, and inventoried medication to keep accurate records.
- Counted and labeled prescriptions with correct item and quantity.
- Entered and processed patients' prescriptions into internal system.
Lead Escalation Representative III
HireRight LLC
12.2015 - 10.2019
- Intake on a daily basis of high-volume calls on a multi-line phone, chats, and emails
- Resolved escalated issues with clients, applicants, and internal team members
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Handled personal information in a high-level security environment
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Coached employees through day-to-day work and complex problems.
- Exceeded team goals and collaborated with staff members to implement customer service initiatives.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
Education
High School Diploma -
Beech Senior High School
Hendersonville, TN05.2012
Skills
- Maintains and displays positive attitude and sense of pride in achieving highest customer service standards
- Deep familiarity with recovery techniques, turning around unsatisfactory customer experience and swiftly resolving concerns
- Skilled in anticipating customer needs and creating a comfortable environment that exceed guest expectations
- Expert knowledge of inventory management and supply organization/ administration
- Strong communication and interpersonal skills that consistently elicit positive rapports/ interactions with customers and coworkers
- Geared with a combination of dynamic organizational skills and excellent time management skills with the ability to multitask, plan, prioritize and deliver complex tasks within busy schedules
- Appeals Support
- Customer Accounts Management
- HIPAA Regulations
- Grievance Resolution
- Customer Interaction
- Escalation Management
- Team Performance
- Multitasking and Organization
- Employee Feedback
- Microsoft Office
- Trainer Mentoring
Additional Information
- Technician License – 345195 Texas Board of Pharmacy Technician Trainee License
Timeline
Resolution Specialist
Alignment Health
05.2023 - Current
Coverage Determinations & Appeals Representative
CVS Health / Iconma (Contractor)
10.2022 - 05.2023
Pharmacy Technician
CVS Pharmacy
09.2022 - 07.2023
Flight Attendant
Jetblue Airways Corp
10.2021 - 09.2022
Pharmacy Technician
Clinical Solutions
09.2020 - 10.2021
Lead Escalation Representative III
HireRight LLC
12.2015 - 10.2019
High School Diploma -
Beech Senior High School
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