CVS Health

Call Center Representative

• Lead, coach, and develop a large operational organization including 10+ frontline supervisors and 200+ colleagues supporting inbound customer service, escalations, pharmacy inquiries, fraud prevention, payment transactions, and blended offline workstreams (grievances, Medicare/Medicaid, email operations, customer insights, etc.) in a virtual, omnichannel setting
• Oversee daily operations and performance across multiple customer contact channels including phone, email, escalations, pharmacy support, fraud, payments, and regulated healthcare workflows
• Use advanced analytics, dashboards, and AI-driven insights to guide decisions, improve efficiency, reduce customer friction, and ensure service reliability
• Partner cross-functionally with Workforce Management, Quality, Analytics, IT, Pharmacy Ops, Compliance, and vendor partners to optimize performance and drive continuous improvement
• Present actionable insights and recommendations to senior leaders and stakeholders
• Lead strategic operational initiatives to streamline processes, enhance agent experience, and elevate customer outcomes through automation, policy refinement, and collaboration with IT, Workforce Management, Analytics, and Compliance teams
• Build leadership bench strength by coaching supervisors on performance management, analytics literacy, change leadership, and operational excellence
• Drive achievement of key performance indicators (KPIs), partnering with vendor support teams and championing process improvements
• Foster a collaborative, high-performing environment that values diversity, career development and professional growth

Customer Relations Call Center Manager

Consultant

• Respond to moderately complex client service inquiries with minimal management intervention
• Deliver high-quality, customer-focused service via phone and virtual channels
• Investigate, analyze, and resolve service requests related to: Enrollment and eligibility, Billing and commissions, Technical support, Case installation and group administration
• Serve as a primary liaison between clients and internal departments to ensure timely resolution
• Accurately document customer interactions, actions taken, and follow-up activities
• Support plan administration activities, including plan setup, enrollment processing, and billing coordination
• Partner with functional operations teams to resolve service issues efficiently
• Collaborate with peers to deliver a consistent, world-class customer experience
• Identify opportunities for process improvements and contribute to solution implementation
• Maintain required productivity and phone quality metrics while managing project-related tasks
• Demonstrate accountability for individual and team performance outcomes
• Participate in ongoing self-development and recommend cross-training opportunities

Answer Team Consultant

Analyst

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