Talented Customer Service Associate skilled at balancing customer needs and company demands. Effectively build loyalty and long-term relationships with customers while achieving all individual sales goals.
Cheerful and upbeat professional with history of exceeding customer service expectations. Calm and composed in stressful situations and capable of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions.
Skills
Customer service
Focus
Insurance
Pharmacy tech
Troubleshooting
Inbound and outbound calling
Quality assurance
Software troubleshooting
Customer relationship management
Safety regulations
Effective communication
Product organization
Customer relations
High-energy attitude
In-store support
Credit card payment processing
Technologically savvy
Call center experience
Experience
Sr. Health Services Associate, 03/2020 - Current Mckesson Corporation – Rogers, MN,
Consistently achieved perfect QA scores for multiple months. Under Todd Calomino's scoring I achieved 2 months of perfect 100% scores. My average being 97% for the majority of the 2020 calender year.
Extremely meticulous and detail oriented. I ensure that all patient information is correct and submitted in the correct format.
I have a profound understanding of the iPledge program and it's needs and quality requirements.
Met and exceeded productivity targets by handling every interaction with top-notch customer service for quality, hold time, and average handle time.
Delivered 5-star service with a smile and ensured that every patient's concern and file was updated in full with complete one call resolution.
Reviewed account and service histories to identify trends and issues.
Contributed to business growth by confirming customer satisfaction with service and quality.
Evaluated customer account information to assess current issues and determine potential solutions.
Documented conversations with customers to track requests, problems and solutions.
Created and maintained facility documents and records, maintaining accuracy while managing sensitive data.
Communicated with patients with compassion while keeping medical information private.
Assisted both Prescriber offices and Pharmacies in solving issues with Patient profiles
Assured iPledge standards of practice are upheld, and proper work instructions are followed
Pharmacy Technician, 08/2018 - 06/2019 American Advanced Management, Inc – Willows, CA,
Communicated with member physicians to prevent harmful drug reactions, therapy duplications and allergic reactions.
Received and verified daily incoming drug inventories, reported discrepancies and logged items into inventory system.
Assisted pharmacist with clearing high volume of problem prescriptions and customer questions to maintain optimal team efficiency.
Created new customer profiles and updated information in pharmacy computer systems.
Checked medications for content, accuracy and completeness of all drug packaging and labeling to provide final verification of prescription.
Verified and filled over 100 prescriptions per day in busy retail pharmacy setting.
Received, reviewed, dispensed and labeled over 100 prescriptions daily with expert accuracy.
Researched customer health insurance plans to provide prescription authorization and efficient patient care.
Refilled medications, offered insight into over-the-counter products and verified insurance benefits.
Worked with insurance companies to process claims, resolve problems and obtain payments.
Established and updated patient profiles, including lists of medications and insurance details.
Prepared prescription transfer requests from competitor companies.
Ordered medicines daily to ensure compliance with demands and needs.
Technical Support Representative, 10/2017 - 07/2018 Lg Electronics – Dallas, TX,
Supported Verizon Cellular customers having data connectivity issues, assisting with troubleshooting steps and rebooting of hardware.
Provided technical support after project "Tech Coach" implementation and recommended product changes and upgrades to product managers. Successfully completed an average 96% conversion rate with customers promoting our new tech coach application.
Developed and maintained technical expertise in cellular devices, app development, and wireless communication.
Identified opportunities to upsell technical products and services, boosting revenues by 84% to existing accounts.
Managed user profiles, security access and shared file structures.
Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.
Explained technology-related details in easy-to-understand terms to individuals from all walks of life and in various job positions.
Researched, resolved and followed up on critical escalations and cellular hardware customer issues, earning an average of 76 total 5-star customer review ratings in a one month timespan.
Troubleshot Apple, Samsung, and other major cellphone manufactures for hardware issues and worked with service providers to facilitate repairs for end users.
Education and Training
High School; Diploma: , Expected in 05/2008 - GPAaymond S. Kellis - Glendale, AZ GPA:
Raymond S. Kellis, 91st avenue and Northern, Glendale Arizona.
3.75 GPA
: Psychology, Expected in - University of Phoenix - Tempe, AZ GPA:
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