**** ********* **.

Lithonia, Ga *****

404-***-****

ad3a92@r.postjobfree.com

Keva Walton

Experienced Lead Customer Service Representative with a team-oriented mindset, skilled in resolving complex customer issues, leading teams, analyzing, coordinating documentation, and handling payments, all while promoting positive customer experiences and achieving business goals.

March 2022-CURRENT

Patient Service Representative (Remote)

Express Scripts Pharmacy

Initiating phone calls with physicians' offices to deliver formulary information and handling inbound and outbound calls to educate patients on plan design and cost.

Reviewing prescriptions for accuracy and direction.

Using expert problem-solving skills to work with patients and doctors to research issues with medication coverage to help patients get the medication they need.

Handling multiple requests at a time and documenting information from conversations without sacrificing attention to detail.

March 2020 – September 2021

Customer Service Lead (Remote)

Concentrix

Provided expert support related to services, including troubleshooting Online accounts.

Handled complex customer billing inquiries and processing payments.

Documented and detailed calls and complaints using call center's CRM database.

Answered up to 150+ incoming calls in busy, fast-paced global call center.

Researched issues through identification of similar past problems and recommended most appropriate solution.

Resolved customer complaints and addressed emergency requests and needs.

Collected customer feedback and made process changes to exceed customer satisfaction goals 98%.

January 2019 -January 2020

In Home Design Assistant

Haverty’s Furniture

Planned, designed, and furnished internal spaces.

Provided administrative support to interior designers.

Actively communicated with vendors and clients,

Ordered supplies,

Scheduled meetings

Assisted with the management of project budgets.

Brought in more than $70,000 in new sales each 3-6 months by leveraging successful sales techniques to build relationships and convert prospects into paying customers.

January 2017 -January 2019

Stay-at-Home Mom/Military Spouse

Self-employed

Managed schedules for two children under the age of 10,

Organized and competed appointments and activities.

Oversaw weekly grocery budget, reducing overall spending by 8% over two years.

Recruited volunteers each month to help in community engagement activities to keep morale.

Organized bi-monthly care package campaigns.

August 2024 A.A., Health Administration, Bryant Stratton College Akron, Ohio GPA 3.75

May 2007

High School Diploma

Lithonia High School

Creativity

Leadership

Organization

Problem solving

Teamwork

Customer Service

Medical terminology

CRM

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