Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Tyreka Banks

Memphis,TN

Summary

Highly proficient Senior Customer Service Representative with demonstrated customer service orientation and interpersonal and communication skills to effectively handle multiple tasks in fast-paced environment. Quality-focused producer consistently meets team and department production targets by delivering strong output to achieve metrics. Mentors new hires and existing staff in call handling best practices to promote accurate and consistent call responses.


Overview

14
14
years of professional experience

Work History

Senior Customer Service Representative

Cigna
11.2023 - Current
  • Serve as a subject matter expert, acting as the primary point of contact for escalated customer complaints or issues that require special attention beyond the capabilities of frontline customer service.
  • Resolved issues through careful research and follow-up with customers.
  • Provided detailed performance reports for management review, facilitating data-driven decision making.
  • Strengthened client relationships through excellent communication skills and consistent followup.
  • Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
  • Achieved successful resolution of escalated issues during periods of high call volume.

Operations Analyst

Express Scripts Pharmacy
04.2015 - 11.2025
  • Provided administrative support for Express Scripts' external clients, ensuring client satisfaction and process efficiency.
  • Followed-through on all critical inter-departmental escalations to increase client retention rates.
  • Resolved client inquiries, handled mail order and claims issues, and maintained accurate documentation for quality assurance
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Identified and resolved discrepancies and errors in customer accounts.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.

Physician Relationship Ambassador

Express Scripts Pharmacy
11.2020 - 11.2023
  • Managed high-volume caseloads of dispute resolution cases, providing swift resolutions that maintained positive relationships with both parties involved.
  • Served as a liaison between physician offices and Express Scripts to ensure seamless communication regarding medications orders and claims processing matters.
  • Managed provider relations mailbox by triaging inquiries, facilitating resolution of incoming requests and forwarding requests to appropriate parties.
  • Led the creation of customized scheduled reports for prescribers, enhancing communication and efficiency
  • Collaborated with field sales force, providing program information and concierge service in assigned territory.

Insurance Verification Specialist

Express Scripts Pharmacy
10.2014 - 04.2015
  • Complied with HIPAA guidelines and regulations for confidential patient data.
  • Made contact with insurance carriers to discuss policies and individual patient benefits.
  • Managed high-volume insurance verifications within pressured timeframes for productive medical operations.
  • Enhanced claim processing efficiency by verifying insurance coverage and obtaining pre-authorizations for medications.
  • Reduced errors in billing by accurately maintaining patient records with updated insurance information.
  • Assisted patients with understanding personalized insurance coverage and benefits.

Patient Care Representative

Accredo Speciality Pharmacy
10.2011 - 10.2014
  • Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Delivered exceptional service during high-volume periods, maintaining composure under pressure while managing multiple tasks simultaneously.
  • Enhanced customer satisfaction by providing top-notch pharmaceutical advice and addressing concerns promptly.
  • Communicated with patients to collect information about prescriptions and medical conditions or arrange consultations with pharmacists.

Education

Master of Science - Healthcare Administration

Strayer University
12-2013

Bachelor of Science - Mass Communication

Tennessee State University
Nashville, TN
05-2006

Skills

  • Customer Support
  • Complaint resolution
  • Quality Assurance
  • Payment Processing
  • Call Control
  • Staff Training
  • Conflict Management
  • Escalation management
  • Call center experience
  • De-Escalation Techniques
  • Email management
  • Teamwork and Collaboration
  • Relationship Building
  • Document and Records Management
  • Administrative and Office Support
  • Medical terminology knowledge

Accomplishments

● Cigna's Working Mother of the Year Award - 2022

● Member of Alpha Kappa Alpha Sorority, Alpha PSI Chapter

● Recognition Honor for Who's Who Among Black College Students

● Member of National Society of Scholars

● Awarded Presidential Scholar

Member of Sigma Tau Delta English International Honor Society


Timeline

Senior Customer Service Representative

Cigna
11.2023 - Current

Physician Relationship Ambassador

Express Scripts Pharmacy
11.2020 - 11.2023

Operations Analyst

Express Scripts Pharmacy
04.2015 - 11.2025

Insurance Verification Specialist

Express Scripts Pharmacy
10.2014 - 04.2015

Patient Care Representative

Accredo Speciality Pharmacy
10.2011 - 10.2014

Master of Science - Healthcare Administration

Strayer University

Bachelor of Science - Mass Communication

Tennessee State University

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Tyreka Banks