LeAndra Crystal Richardson

Objective

I aim to partner with a dynamic company that provides opportunities for growth.  In doing so, I will consistently achieve success. Whether it be record-high customer satisfaction rankings, an out of this world presentation, or applying the glue on major deal. I am people-oriented and  motivated, with versatile interpersonal skills. I use my detail-orientation, tech, sales, teaching, and marketing skills to push partnerships forward.  

Areas of Expertise

Complaint Handling & Resolution
Client Relations
Quality Assurance
Data Analysis & Reporting
Proficient in keyboarding & automated systems

Process Improvement & Development
Customer Satisfaction Enhancement
SharePoint
Power BI
Strong problem-solving skills
Content Writing

Presentation Design & Development
Proficient in Windows & MAC operations
Proficient in Adobe Systems, WordPress, & HTML

Professional Experience

CVS Caremark/CVS Health – Nashville, TN               10/2015 to Present                                 Medicare Part D, Sr.  Lead CTM Coordinator

Currently serving as lead coordinator and assistant to Supervisor. Assisting to develop and manage a team of 16 CTM Coordinators. Active team member in the healthcare field specializing in Medicare Part D and pharmaceuticals.  Always ready for a challenge, resolving complex issues, and working with people.  

  • Previous interim-Supervisor 09/16 – 01/17.
  • Takes pride in being organized and detail-oriented, and possesses the ability to see the overall big picture.  
  • Develops and implements process & procedure improvement for two lines of business.
  • Develops and implements process & procedure improvement for the team.
  • Data Analysis & Reporting. Researches, creates, and manages reports.
  • Provides direct support to Management.
  • Quality Assurance
  • Providing direct support to Management.
  • Daily use of Excel, SharePoint,  QuickBase, &  Power BI
  • Ability to make both routine and difficult decisions in a fast-paced, high stress environment.
  • Follows CMS guidelines on a daily basis.

CVS Caremark/CVS Health – Nashville, TN   9/2013
Medicare Part D, Customer Care Representative III, SME, Interim Supervisor and Trainer

Served as team lead. Assisting to manage a team of 25 customer service associates for a highly sensitive client (NEJE).  Active team member in the healthcare field specializing in Medicare Part D.

  • Developed specialized training for new team members.
  • Educated members on their order status, plan designs, and co-pays for their orders.
  • Complied with the company goals to meet compliance of 97% or better.
  • Maintained a Quality score of 98% or better month-to-month.
  • Worked professionally with clinical department and frontline pharmacists to handle complex issues.
  • Received ongoing customer compliments
  • Processed orders for mail order prescriptions.
  • Educated members on retail and mail order pharmacy procedures.
  • Assisted with members completing Power of Attorney and AOR forms.
  • Ongoing interaction with dispensing pharmacies, client and account management teams daily.
  • Placed and removed system flags and overrides.

G2 Marketing Company – Nashville, TN 4/2013
Marketing Coordinator & Leadership

  • Lead morning huddles.
  • Responded to general inquiries.
  • Ensured appropriate quality standards were being upheld.
  • Aided in the marketing platform.
  • Performed interviews for candidates for  employment.
  • Trained new hires on the G2 products and services.  
  • Maintained a positive, professional attitude towards co-workers.
  • Adhered to the rules and regulations listed in the company policy manual.

                                           

Education and Training

2011-2013 Austin Peay State University

May 2010  Fisk University, B.S.

2006  Rock Hill High School, H.S. Diploma

Professional Contact

                                                                      615.525.3768                                                                         lerich617@gmail.com