Open to opportunities

Demond Rudd

@demondrudd

Customer support and IT help-desk professional with deep pharmacy and retail experience, focused on fast resolutions and compliant care.

United States

Message

What I'm looking for

I’m looking for a customer-first role where I can resolve complex cases quickly, support IT/service workflows (ServiceNow/incident tracking), and maintain strict compliance like HIPAA—while improving processes through reporting and escalation.

At Capgemini, I support CVS customers through inbound calls, chats, or emails—handling prescriptions, order status, copays, and account issues. I verify prescription details, resolve claim rejections and billing discrepancies, guide customers through CVS.com or the CVS app, and ensure every interaction follows HIPAA and data privacy standards.

Previously at TEKsystems, I delivered premium customer service and handled IT support tickets for retail stores, corporate users, and warehouse systems using ServiceNow, including incident/problem/change workflows and CMDB updates. I also bring strong operations grounding from purchase order and vendor invoice work, inventory monitoring, and invoice reconciliation—helping me troubleshoot quickly and coordinate effectively with infrastructure and application teams.

Experience

Work history, roles, and key accomplishments

Call Center Representative

Capgemini CVS Pharmacy

May 2022 - Jun 2026 (4 years 1 month)

Handled inbound calls, chats, and emails for CVS pharmacy customers, supporting prescription refills, order status, shipping timelines, and copays. Managed pharmacy inventory and handled HIPAA-compliant documentation while escalating complex issues as needed.

Customer Support Inbound Calls Live Chat Email Support Prescription Refills Prescription Verification Shipping Purchase Order Processing Escalation To Pharmacists Technicians Basic Troubleshooting (Web Mobile Account Login Order Tracking Incident Problem Change Management Modules HIPAA compliance Data Privacy Compliance

Customer Service Representative

TEKsystems (Deckers)

Sep 2017 - Apr 2022 (4 years 7 months)

Provided customer service through phone, chat, email, and social media, including processing purchase orders, goods receipts, inventory transactions, and invoice verification. Managed incident/problem/change requests in ServiceNow, handled IT support tickets for retail stores and warehouse systems, and monitored SLA compliance.

Customer Service Telephone Support Live Chat Email Support Purchase Order Processing SAP Access Troubleshooting ServiceNow Incident Management Problem Management Change Management SLA Follow Up On Complex Calls

Customer Service and Sales Representative

Primavera

Jul 2013 - Aug 2017 (4 years 1 month)

Answered incoming customer service calls, provided accurate information, and resolved customer issues by clarifying the situation and explaining solutions. Opened accounts for new clients and supported customers with account-related activities, including responding to billing inquiries.

Customer Service Phone Support Active Listening Relationship Building Account Opening Account Management Support