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Yyyyyy x. yyyyyy
xxx-xxx-xxxx ￨ 0000 xxxxxx xxxx , xxxx , xxxxx 00000 ￨ abc@xyz.com
Profile
Entry-level Analyst with valuable training and practical experience backed by MBA
Solid skills and knowledge supporting business, financial and workforce analysis; successfully completed Workforce Management Workshop
Strong management background in broad areas of business operations, with talent for researching, analyzing, evaluating, and troubleshooting problems and delivering effective solutions; recognized with 3 consecutive Resolution Center Team Member MVP Awards-April/May/June 2016
Motivating, hands-on leader who effectively builds and directs teams to optimize productivity and performance; equally effective in management, independent and collaborative roles
Excel in prioritizing, coordinating and managing projects/workflow to meet critical deadlines and goals
Dynamic communication and interpersonal relation skills
Technology savvy, with proficiency in Microsoft Word, Excel, Outlook, PowerPoint and Lotus Notes along with Kronos, Avaya, NICE and IEX
Professional Experience
Walgreens - Orlando, FL 2006-Present
Resolution Specialist; 2012-Present
Progressed to contribute expertise toward effectively analyzing, troubleshooting and resolving special medications claim rejections; includes gathering and researching complex information as well as implementing corrections and re-submitting for processing
Efficiently contact insurers and patients to address rejected claims for retail orders; additionally contact physician offices regarding medications with patient age restrictions and request medication alternatives for insurance compliance
Workforce Mentorship Program; 2016
Capitalized on opportunity to learn intra-day workforce command center operations, with focus on workflow analysis, real-time adherence, cost, and service levels
Team Leader; 2006-2012
Successfully managed human resources, from training, developing, scheduling ,and supervising 36 employees to verifying and completing employee payroll/attendance records as well as evaluating performance, implementing corrective actions and leading daily team meetings
Expertly monitored customer service and operational work quality and delivered optimal solutions for resolving inefficiencies and boosting performance
Maximized use of resources by tracking patient phone call queries, employee productivity and staffing levels for customer/patient assistance
Supported Pharmacist by confirming technician patient follow-ups on medical refills and questions
Education & Professional Development
Masters of Business Administration, University of Phoenix - Orlando, FL; 2010
Bachelor of Arts in Liberal Studies/Spanish, University of Central Florida - Orlando, FL; 2003
Associate of Arts, University of Central Florida-Orlando, FL; 2001
Walgreens Central Pharmacy Operations Certificate of Completion
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