Iesha McCormick
Jamestown
Summary
Detail-oriented Administrative and Customer Service Professional with 5+ years of experience supporting high-volume customer service operations in healthcare and administrative environments. Skilled in managing inbound calls, resolving complex inquiries, documenting cases, and coordinating services while maintaining accuracy and efficiency. Experienced in benefits support, claims inquiries, and connecting clients with appropriate resources. Known for strong communication, multitasking abilities, and maintaining positive customer relationships in fast-paced environments.
Overview
9
9
years of professional experience
4
4
years of post-secondary education
Work History
Administrative Assistant
We Design and Print
Jamestown
01.2020 - Current
- Manage high-volume inbound calls and customer inquiries while maintaining detailed documentation of orders and requests.
- Coordinate order processing, tracking, and updates to ensure timely service delivery and improved customer communication.
- Implemented an order tracking system that improved workflow efficiency and increased customer satisfaction.
- Resolve customer issues promptly while maintaining professionalism and strong customer relationships.
- Perform administrative support including data entry, record management, and invoice distribution with a strong focus on accuracy and timeliness.
Customer Service Representative
TTEC
Concord
07.2017 - 10.2021
- Assisted UnitedHealthcare Medicare members with prescription drug plan inquiries, benefits questions, and claims support.
- Handled high-volume inbound calls while documenting member interactions and maintaining service accuracy.
- Verified member information and benefits while resolving issues related to coverage and claims.
- Maintained compliance with service standards while meeting call center performance metrics.
- Delivered exceptional customer service through effective communication, problem resolution, and attention to detail.
Community Health Worker
KEPRO
Charlotte
11.2020 - 10.2021
- Managed inbound calls assisting individuals with inquiries related to healthcare and community assistance programs.
- Assessed caller needs and coordinated referrals to appropriate community-based resources and support services.
- Documented case details and service requests while ensuring accurate data entry and follow-up.
- Demonstrated empathy and problem-solving skills when assisting individuals impacted by COVID-19.
- Maintained clear communication with callers while navigating multiple systems in a remote call-center environment.
Education
Bachelor of Arts - Public Administration
University of North Carolina At Charlotte
Charlotte, NC 08.2013 - 05.2017
Skills
- Customer Service & Call Center Support
- Benefits Verification & Claims Support
- Case Documentation & Data Entry
- Multitasking Across Multiple Systems
- Problem Solving & Critical Thinking
- Medical & Insurance Communication
- High-Volume Inbound Call Handling
- Customer Relationship Management
- Administrative & Operational Support
Timeline
Community Health Worker
KEPRO
11.2020 - 10.2021
Administrative Assistant
We Design and Print
01.2020 - Current
Customer Service Representative
TTEC
07.2017 - 10.2021
Bachelor of Arts - Public Administration
University of North Carolina At Charlotte
08.2013 - 05.2017