LiveCareer-Resume

pharmacy help desk member service representative resume example with 19+ years of experience

Jessica
Claire
resumesample@example.com
(555) 432-1000,
Montgomery Street, San Francisco, CA 94105
:
Professional Summary

Enthusiastic Customer Service Representative eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Clear understanding of pharmacy details and member services and training in HIIPA. Motivated to learn, grow and excel in Pharmacy Benefis Management.

Skills
  • Patient-focused quality service
  • Customer service optimization
  • Service desk team management
  • Service and supply support
  • Customer service experience
  • Call center customer service
  • Customer service awareness
Education
Adams State University Alamosa, CO Expected in : Psychology And Criminology - GPA :
Buena Vista High School Buena Vista, CO Expected in 05/1988 High School Diploma : - GPA :
Work History
New York Racing Association - PHARMACY HELP DESK/Member Service Representative
Elmont, NY, 10/2018 - Current

Responded efficiently and accurately to inbound customer service calls from pharmacies and members for a large Pharmacy Benefit Manager.

Effective use of specialized training to ensure callers felt supported and valued while engaging in active listening to identify customers’ needs, clarify information, research every issue, explain and provide solutions as well as diffuse angry callers as needed.

Use of multi-line softphones.

Input data into clients computer platform to keep records of all conversations in our call center in a comprehensible way complying with HIPPA and governmental documentation requirements.

Trained and highly proficient in proprietary AS/400 client software.

Use of Microsoft Suite products for document fulfillment requests.

As an employee of a large BPO company, I took inbound Customer Service calls from pharmacies and members across the United States. I used specialized software to assist my callers with their concerns, while maintaining the strict boundaries of HIPAA law. I provided empathy and a memorable customer service experience while helping callers understand their pharmacy benefits and advocating for them to get their medication. I fulfilled a number of tasks, including providing pharmacies with overrides and technical support in processing claims, assisting providers with prior authorizations and walking members through using their online account.

New York Racing Association - Customer Service Representative
Saratoga Springs, NY, 08/2015 - Current

AUGUST 2015 TO OCTOBER 2018

INBOUND COLLECTIONS AGENT FOR AT&T

ASSISTED IN COLLECTIGNG PAYMENT FOR MULTI SERVCES FRM THE CUSTOMER ASSISTANCE IN EXPLAINING BILL AND THE SERVICES

Cottonwood Hot Springs Inn & Spa - Front Desk Supervisor/Personal Assistant
City, STATE, 07/2001 - 08/2015
  • Trained new staff on correct procedures, compliance requirements and performance strategies.
  • Provided guests with above-and-beyond service, including making outside venue reservations and setting up tours.
  • Performed concierge services for guests as needed.
  • Created lasting relationships with guests that built loyalty and drove hotel revenue.
  • Kept accounts in balance and ran daily reports to verify totals.
  • Answered multi-line phone system, responded to inquiries and transferred calls to correct departments and personnel.
  • Resolved guest issues with rooms or reservations with knowledgeable and friendly service.
  • Built talented team through hiring and training new associates.
  • Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
  • Maintained transaction security by verifying payment cards against identification.
  • Prepared weekly employee work schedules for 30 team members ensuring all shifts received adequate coverage.
  • Coordinated with room service, housekeeping, maintenance and security to meet all guest needs.
  • Checked guests in out of hotel, made reservations and processed payments.
  • Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
  • Oversaw all front desk operations with eye for hotel reputation, staff productivity and operational efficiency.
  • Promoted local entertainment and sporting events and offered details to assist patrons.
Rockymountaintrail.com - Customer Service Representative
City, STATE, 07/2011 - 04/2015
  • Responded to customer requests for products, services and company information.
  • Communicated with vendors regarding back order availability, future inventory and special orders.
  • Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
  • Assisted customers with setting appointments, shipping and special order requests, and arranging merchandise pick-up at other locations.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Compiled customer feedback and recommended service delivery improvements to management.
  • Educated customers on promotions to enhance sales.
  • Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
  • Provided primary customer support to internal and external customers in fast-paced environment.
  • Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

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Resume Overview

School Attended

  • Adams State University
  • Buena Vista High School

Job Titles Held:

  • PHARMACY HELP DESK/Member Service Representative
  • Customer Service Representative
  • Front Desk Supervisor/Personal Assistant
  • Customer Service Representative

Degrees

  • Some College (No Degree)
  • High School Diploma

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