Customer Service Quality Assurance

Shayla Nelson

McCalla, AL ***** 256-***-**** ***************@*****.***

Professional Summary

Dedicated and versatile professional with 5+ years of experience in customer service, warehouse operations, and logistics. Skilled in problem-solving, quality assurance, and production support with a proven ability to adapt to fast-paced environments. Strong communication skills and certified forklift operator. Seeking to contribute to a growth-oriented company with reliability and efficiency.

Work Experience

Customer Service Representative

Continuum Global Solutions Oct 2020 – Present

• Process prescriptions for CVS Specialty with accuracy and attention to detail.

• Communicate with insurance companies and patients to resolve prior authorization issues.

• Ensure compliance with HIPAA and company policies while maintaining excellent customer satisfaction.

Machine Operator

CVS Warehouse Distribution Center Aug 2022 – Aug 2023

• Operated machinery and equipment to meet daily production targets.

• Performed quality checks to ensure accuracy in packaging and order fulfillment.

• Assisted in training new employees on standard operating procedures. Problem Solver / Stower

Amazon Bessemer, AL Jul 2017 – Jul 2020

• Resolved inventory issues by correcting or generating barcodes for mis-scanned items.

• Stowed merchandise efficiently, meeting productivity and accuracy goals.

• Collaborated with team members to maintain workflow in a high-volume environment.

Sequencer

Schnellecke Logistics Vance, AL Sep 2018 – Apr 2019

• Sequenced Mercedes-Benz parts in production order to ensure on-time delivery to assembly lines.

• Supported just-in-time manufacturing by maintaining accuracy and efficiency. Door Corps / Service Associate

Waffle House Tuscaloosa, AL Sep 2013 – Apr 2018

• Delivered exceptional customer service in a fast-paced dining environment.

• Handled cash register operations, cleaning, and customer support duties.

• Trained new staff on hospitality standards and teamwork.

Education

High School Diploma or Equivalent

Skills

• Customer Service & Call Center: Patient communication, conflict resolution, scheduling, support

• Warehouse & Logistics: Order picking, shipping/receiving, packaging, RF scanner, pallet jack, reach truck

• Manufacturing & Production: Assembly line, machining, quality inspection, heavy lifting

• Technical: Microsoft Office (Word, Excel), data entry, barcode systems

• Equipment: Forklift (certified), calipers, hand tools

Certifications

• Forklift Certification Nov 2022 – Present

• Driver’s License

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