selena Duran

I’m a Customer Care Associate (CVSHealth WFH) with a strong focus on customer satisfaction, accuracy, and confidentiality. I field calls to customers, providers, and pharmacies, helping with prescription inquiries, order activity, and insurance-related questions.

In my role, I process orders, order status, cancellations/returns, payments, and prescription renewals—resolving concerns and complaints efficiently and empathetically. I also provide pre-authorization support and share clear information about co-payments and insurance coverage options.

I’ve consistently performed at a high level, earning 95% call quality performance, 100% first call resolution (exceptional), and a Verint Quality Score of 94.9% (successful). I’m comfortable multitasking, documenting inquiries, and maintaining strong organizational discipline in a remote environment.

I bring proficiency with data entry tools and Microsoft Teams/Excel, along with experience using FIVE9 and Avaya soft phone systems. I uphold HIPAA compliance standards and security expectations for sensitive information while delivering professional, courteous telephone etiquette with patience and empathy.