CLClassy Lady
@classylady
I am a customer service professional specializing in pharmacy benefits.
United StatesWhat I'm looking for
I am a progressive customer service professional with 10+ years of experience and 8+ years in pharmacy benefits management, known for driving results, balancing organizational priorities, and delivering strong member outcomes. I have led UAT efforts, managed test planning, defect tracking, and quality audits to ensure successful production releases.
I have coached and audited call center staff as a Senior Coordinator, handled complex escalations, and partnered across teams to resolve issues. I am proficient with RXClaim (AS400), PeopleSafe, CareSource, Med Force, LINKS, Rumba, Verint, MedHok, CTTP, SPARCS, and RALLY, and I seek roles focused on quality, process improvement, and cross-functional collaboration.
Experience
Work history, roles, and key accomplishments
CHAnalyst, Operations
CVS Health
Nov 2015 - Present (9 years 11 months)
Led User Acceptance Testing efforts for projects to validate key business processes prior to production, streamlined UAT planning and defect tracking, and partnered with stakeholders to improve release quality and alignment.
Member Service Representative
Aetna Better Health of Louisiana
Jan 2015 - Jul 2015 (6 months)
Handled inbound calls, emails, and correspondence regarding benefits, enrollment, claims, grievances, and appeals, ensuring accurate documentation and compliance with policy.
Customer Service Representative
CVS Caremark
Aug 2011 - Oct 2014 (3 years 2 months)
Assisted members with pharmacy benefit plans via inbound calls, resolved coverage and mail-order prescription issues, and communicated coverage options to simplify member experiences.
Tier 3 Technician
Pocket Communications
Feb 2007 - Feb 2011 (4 years)
Provided tier-3 technical support and CTTP testing, resolved internal and external trouble tickets, and supported billing and vendor coordination to improve service resolution.
Customer Service Representative
Mission Security-Patrol Agency
Nov 2005 - Feb 2007 (1 year 3 months)
Handled outbound security system sales calls and customer inquiries, maintaining professionalism and timely resolution while supporting front-line customer interactions.
Education
Degrees, certifications, and relevant coursework
Marque Learning School
Completed studies at Marque Learning School in San Antonio, Texas in 2011.
Southern Careers Institute
Diploma
Awarded a Diploma from Southern Careers Institute in San Antonio, Texas in 2006.
CJ. Peete Computer School
Certificate, Computer Studies
Earned a Certificate from CJ. Peete Computer School in New Orleans, Louisiana in 1994.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
Skills
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