Customer Service Management

Melani S. Boyd

**** ******* ****

Cell: 865-***-****

Knoxville, TN 37931

Email: abohmc@r.postjobfree.com

Client Liaison Coordinator

STRATEGY LEADERSHIP PERFORMANCE

A motivated and diligent client liaison coordinator seeks to bring

expertise to the table in pursuit of a communications specialist position.

Results driven leader, with the innate ability to effectively implement

multidimensional projects, helping to build a positive and cohesive

environment. Strong expertise in training, relationship management, and

completing projects in a timely manner; recognized for executing

successful ways to communicate with 400 customer care representatives,

providing valuable information and reducing the need for "off the phone"

training.

Areas Of Expertise

Budget Management Reconciliation Database Management

Audits Government Regulations Communications

Strategic Time Management Project Management

Planning/Analysis

Key Skills Assessment

Client Relationship Management - Demonstrated ability to maintain

relationships to achieve profitable growth, higher customer retention, and

greater loyalty.

Project Management -Implement strategic plans to successfully execute

multidimensional projects. Consistently apply a practical approach designed

to effectively manage teams, driving innovation, and project direction.

Professional Experience

CVS Caremark - Prescription Benefit Manager 2002 - Present

Client Liaison Coordinator

. Review benefits plan changes, updating all representatives on these

changes to comply with regulatory guidelines.

. Train and mentor new employees on client specific information to

ensure adherence to company policies and procedures.

. Represent CVS/Caremark at client Benefit Fairs, distributing benefit

information and responding to customer inquiries while displaying the

highest level of professionalism.

. Collaborate with account services to review and resolve escalated

issues to ensure timeliness and efficiency.

. Identify and implement coaching opportunities to assist with the

development of agents.

. Write training materials for client specific training programs.

. Facilitate classes and prepare presentations for training.

. Charged with coordinating call center client tours - scheduling visits

and excellent client service.

. Participant in conference calls with new and existing clients,

providing 100% client satisfaction.

. Perform a range of staff functions, serving as a liaison with multiple

departments resolving day-to-day issues.

Customer Care Representative III

. Provided excellent customer service, promptly resolving escalated

issues from participants.

. Educate participants on their insurance plans, addressing changes to

plans when necessary.

. Assist participants and pharmacies to file insurance claims

. Maintained records of customer interactions and transactions,

recording details of inquiries, complaints, and comments.

. Assisted in new employee recruitment for the firm, interviewing

prospective candidates.

. Conducted daily operations in a professional environment and carried

out policies that ensured timeliness and efficiency.

Cendant Corporation - Hotel Customer Care Center 1999 - 2002

General Reservations Agent

. Managed inbound telephone calls, providing information about services,

taking orders, and handling complaints.

. Accountable for confirming or canceling guest reservations.

On Call Traffic Analyst

. Responsible for efficiently completing daily call trend reports.

. Charged with forecasting call volume to ensure center had proper

coverage.

. Reviewed and analyzed incoming call trends, developing accurate

reports for management.

On Call Reservation Specialist Supervisor

. Supported reservation agents, researching and resolving client issues.

. Reviewed errors made by agents, documenting discrepancies.

Central Reservations System Revenue Enhancement Remote Coordinator

. Assisted in the development of pilot program, conducting operations,

carrying out policies that ensured timeliness.

. Achieved hotel goals and initiatives to increase revenue and ensure a

cohesive work environment.

Child & Family Tennessee: Psychiatric Treatment Center 1995 - 2000

Associate Teacher/Counselor

. Developed curriculum to instruct therapeutic and non-therapeutic

groups.

. Supervised up to 20 children and adolescents, encouraging class

participation.

. Evaluated students, completing daily confidential progress notes.

. Communicated effectively with students to advise them of academic

progress.

Education & Training

Bachelor of Science, Interdisciplinary Studies, East Tennessee State

University (2012)

Skills & Activities

. Microsoft Office

. Co-Chair of Volunteer Committee

. Therapeutic Crisis Intervention

. Behavior Analytics

. Anger Reduction Training

. Facilitation Skills Workshop

. Oracle/CareSource

. Training Reservist

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