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Personable and detail-oriented professional with a proven track record of exceeding performance goals.
Outstanding listening, verbal communication and interpersonal skills, gaining the trust, confidence and respect of key stakeholders such as clients and colleagues.
Proactively identified and resolved problems with clients and colleagues in real time.
Solid time management, attention to detail and organizational skills, including prioritizing tasks.
Proficient with Microsoft Office Suite.
Curascript Specialty Pharmacy Aug. 2011-Present
Senior Patient Care Advocate (Feb. 2013-Present)
Communicate effectively with patients, co-workers and pharmacists in a fast-paced environment to achieve goals, including resolving problems over the telephone.
Demonstrate a proven ability to complete administrative tasks in a timely and efficient manner.
Help call center associates to resolve member and client related issues in a professional manner.
Assist less experienced team members by providing clear guidance, direction and encouragement.
Take the initiative to recommend improvements to processes and procedures.
Patient Care Advocate (Aug. 2011-Feb. 2013)
Showcased patience, poise, diplomacy and tact to resolve issues with members, providers, physicians or others pertaining to pharmacy benefits.
Helped members to understand and maximize the use of their Pharmacy Distribution Program.
Documented details of inquiries, complaints and comments, as well as actions taken, in a database.
Customer Service Representative, Sears Home Improvements Feb. 2011-July 2011
Communicated effectively with customers over the telephone to identify and resolve problems.
Alerted the Supervisor of trends to customer calls and completed other various customer service duties.
(Temporary) Customer Service Representative, 21st Century Insurance May 2010-Feb. 2011
Assisted insurance agents and customers with a variety of questions by telephone.
Helped customers with policy inquiries, including any changes related to quotes or billing.
(Temporary) Financial Services Representative, Wyndham Consumer Finance Oct. 2009-Mar. 2010
Interpreted data from multiple locations to determine if a receivable was collectable.
Negotiated with customers over the telephone to secure payment for an outstanding balance.
Customer Service Representative, Sears Home Improvements July 2006-Mar. 2008
Built and maintained relationships with customers over the telephone to identify and resolve problems.
Explained trends to the Supervisor about client calls and completed other customer service duties.
Associate of Science (AS), Criminal Justice, Kaplan University; currently pursuing
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