Customer Service Representative
Resume:
NATALIE GEISE
Phoenix, AZ *****
ad1zuh@r.postjobfree.com
A position in an organization that will utilize my skills in customer service, promoting individual opportunity along with professional growth while making positive contributions to the organization. WORK EXPERIENCE
Customer Service Representative/Medical-Surgical
McKesson - Scottsdale, AZ
(On-Site to Permanent Remote)
July 2022 – May 2023
Full Time Position
CSR Job Duties
• Microsoft skills – Word, Excel (ability to filter and find), PowerPoint
• Ability to multitask
• Thrive under pressure in a fast-paced environment
• Work within given Schedule Adherence tolerances
• Have clear communication verbal and written communication
• Work well in team driven environment
• Conduct myself in a professional manner at all times
• Treat clients with empathy and respect at all times
• Advise clients of the proper process in which to set up a new client account
• Assist the clients with various account updates as needed
• Enters client orders received via inbound phone calls
• Receives calls via assigned call queues
• Ensures that the assigned queues are worked on a regular basis
• Answers phones and assists clients with concerns as needed
• Aids clients with returns process initiation
• Answers shipping and delivery questions
• Contacting Master Data Collections Dept/Finance to remove blocks from the client accounts
• Assisting clients with various account updates
• Direct clients to the proper departments when questions are outside of my assigned scope of business
• Completes ongoing training as assigned
• Completes assigned (CCCE) training courses in a timely manner
• Participate as an active member of my assigned team
• Track order progress and provide the client with the necessary requested information in regard to their orders
• Contact vendors, warehouses and/or manufacturers to obtain needed information on clients ordered items, as well as acquire ETA delivery information
• Monitor and resolve SalesForce cases in their queue
• Attends all team meetings
• Prepares for monthly 1:1 meetings with my supervisor Home Mortgage Customer Service Representative 2
Wells Fargo National Contact Center (WF NCC) – Tempe, AZ April 2022 – June 2022
Full-time position
Customer Service Representative 2 Responsibilities:
• Placing outbound calls to customers
• Maintaining 120-150 outbound confirmed dials (i.e. leave a voicemail or someone answers call)
• Offering clients the current campaign within the various baid codes
• Transfer clients to Home Mortgage Consultants (HMC) when the client is interested and wants to proceed with the next steps; refinancing, cash out refinance, lowering interest rates, and lowering monthly payments.
• Transfer clients to the appropriate departments within Wells Fargo when needed.
• Document all notes on client Lead as to what was discussed and/or what the clients stated during the call.
• Abide by all of the state requirements for no rebuttal/no call back states
• Offer clients Scheduled Call Back (SCB) if they are not able to talk at the time of the call, only if it is not a no rebuttal/no call back state.
• Navigate through various web portals in a timely manner during calls
• Participate in weekly team meetings with the assigned team supervisor Insurance Analyst I
AbbVie Endocrinology Inc (AEI) - Phoenix, AZ
October 2021 to February 2022
Full-time position
Insurance Analyst I Responsibilities:
● Provide insurance coverage, verification details prior to authorization statues and alternate funding options for existing and newly launched products. Provide offices with current plan forms, portals, and websites for prior authorizations and appeal submissions.
● Clearly communicate and educate customers on results of the investigation.
● Quickly learn and execute business process and system changes for all drugs and channel sources as applicable.
● Utilize all internal and external electronic tools, communicate/collaborate with payors and providers to investigate insurance coverage efficiently.
● Review system-of-record of all necessary information to complete insurance investigation and call HCP/patient to obtain if necessary.
● Accurately document information in the approved system-of-record, communicate insurance details to all required recipients and formats as per established policies and procedures.
● Identify potential Adverse Event situations for reporting to Pharmacovigilance ensuring AbbVie meets FDA regulations.
● Work cross-functionally to identify and share opportunities for process and productivity improvements.
● Understand and comply with all required training, including adherence to federal, state, and local pharmacy laws, HIPPA policies and guidelines, and the policies and procedures of AbbVie. Complete all required training and perform all functions in the position (i.e., Role certification, product and disease overviews).
● Meet or exceed department standards relative to performance and quality metrics. Perform additional tasks, activities, and projects as deemed necessary by management. Customer Service Representative/Inbound Call Center OnTrac Corporate Office – Chandler, AZ
October 2020 to August 2021
Full-time position
Customer Service Representative/Special Accounts Group (SAG) & Inbound Call Center Special Accounts Group (SAG), Oct 2020-Feb 2021
SAG Responsibilities:
• Effectively resolve customer questions and issues via phone and/or email communications. • Working independently with little to no guidance/instruction on various tasks and projects.
• Spending the day working through the various queues to clear the problem files and get the packages moving. • Responding to customer, vendor and delivery facility emails with package updates, service request updates/follow-ups, and advise the customers of the resolutions to any pending issues.
• Regularly add problem packages to Excel documents to be handled promptly
• Make outbound calls to customers, vendors or delivery facilities to obtain any needed information for the packages to be moved/delivered.
• Execute any projects assigned by the team leader by the set time frame.
• Use critical thinking and problem solving skills.
• Troubleshoot, research, resolve or escalate issues as necessary.
• Web support for the customers via email correspondence, researching and problem solving to ensure smooth package delivery.
Inbound Customer Service:
• Talk with customers about the delivery of their packages and handling phone calls.
• Web support for the customers via email correspondence, researching and problem solving to ensure smooth package delivery.
• Troubleshoot, research, resolver or escalate issues as necessary.
• Document the delivery flow of a package into our tracking system.
• Assist customers, consumers, and drivers throughout the lifecycle of a package delivery.
• Partner with the regional facilities to create an outstanding customer experience.
• Participate in continuous improvement efforts to help grow the business.
• Multi-task on a computer using multiple computer applications while on a phone call.
• Talking with customers, listen attentively to concerns, express empathy and research problems for resolution. • Using strong attention to details and data entry. Customer Service Representative/Inbound Call Center McKesson, Inc. - Scottsdale, AZ
February 2020 to October 2020
Full-time position
Pharmacy Copay Assistance Program (Feb 2020-July 2020) Novartis Patient Assistance Foundation (July 2020-Oct 2020) CSR Responsibilities:
• Making sure the patients have access to the medications they need, while supporting the patient's ability to adhere to their medications.
• Receive inbound calls and order entry, handling the calls however necessary in order to accomplish the patient needs. • Always educate the customers on products and services available to them, as well as suggest alternative resources if needed.
• Work quickly, accurately and organized to ensure the correct order is placed in accordance with distribution center deadlines.
• Follows correct procedures and compliance guidelines.
• Determines and documents customer case files (i.e., accurate reason, organize logistics of returned product) and effectively communicate with the customer and RxCrossroads Pharmacy throughout the process. • Responds to basic inquiries regarding products and their prescription deliveries in a timely and professional manner. • Provides customer requested documents (i.e., patient applications to the patients or the Healthcare provider via mail or by fax and provides the RxCrossroads Pharmacy with needed prescriptions via attaching to refill request orders). • Manages customer and product data within the system.
• Takes on special projects as assigned.
Barista/Cashier
Sodexo, Inc. - Scottsdale, AZ
October 2018 to November 2019
Full-time position
* Barista responsibilities: Acknowledge and greet the customer with a smile
* Make sure the customer enjoys their Starbucks/Sodexo experience by providing them with prompt service and exceptional beverages and products
* Make sure the store is maintained with a clean and comfortable environment
* Make sure the store merchandise and supplies are fully stocked at all times
* Maintain a calm composer during periods of high volume peak times, and set a positive example for the team. During these times it can be busy.
* Anticipate the needs of the store and of the customers by evaluating the environment in the store and the cues of the customers
* Assist new employees in training to make their transition less stressful and more encouraging for them * Always give the customer the best customer service you can provide for them
* Follow the Sodexo operational policies and procedures, including those for handling cash, safety and security. This ensures the safety of the staff and customers
* Maintain a regular and consistent attendance and punctuality
* Follow health, safety and sanitation guidelines for all products
* Check/record food temperatures on the daily food deliveries received
* Ability to learn quickly
* Understand and carry out oral and written instructions
* Run the store independently, as a one person staff on a daily basis. While maintaining all of the required responsibilities * Ability to work as a team and build relationships
* Able to constantly stand and walk for long periods of time
* Ability to occasionally push, pull, lift and carry up to 40 lbs.
* Able to use a computer POS Register and bar equipment
* Be able to describe the smell, flavor and quality of drinks and/or coffee products Server
Woody's Macayo's Restaurant - Phoenix, AZJune
2018 to November 2019
full-time position
* Server responsibilities: Greet and welcome customer with a smile; informing them of daily/weekly specials * Take customer beverage/food orders promptly and accurately
* Check on customer periodically; while refilling their beverages and/or chips and salsa
* Make sure customer is satisfied
* Be personable; accommodate customer request if possible
* Be well informed of your products and up-sell as needed
* Maintain clean and fully stocked section
* Help to maintain a clean/safe work environment for all
* Hostess responsibilities: Greet the customers promptly with a smile
* Seating them in the appropriate server's section
* Inform the customers of the daily/weekly specials
* Complete side work and prepare for your shift
* Be welcoming and personable at all times. Thank the customers for coming as they are leaving the establishment. Barista
Starbucks Coffee - Phoenix, AZApril
2014 to July 2016
Full-time position
* Barista responsibilities: Acknowledge and greet the customer with a smile
* Make sure the customer enjoys their Starbucks Experience by providing them with prompt service and exceptional beverages and products
* Make sure the store is maintained with a clean and comfortable environment
* Maintain a calm composer during periods of high volume peak times, conventions or events and set a positive example for the team. During these times it can be extremely busy
* Anticipate the needs of the store and of the customers by evaluating the environment in the store and the cues of the customers
* Assist new partners in training to make their transition less stressful and more encouraging for them * Always give the customer the best customer service you can provide for them
* Follow the Starbucks operational policies and procedures, including those for handling cash, safety and security. This ensures the safety of the staff and customers
* Maintain a regular and consistent attendance and punctuality
* Follow health, safety and sanitation guidelines for all products
* Ability to learn quickly
* Understand and carry out oral and written instructions
* Ability to work as a team and build relationships
* Able to constantly stand and walk
* Ability to occasionally push, pull, lift and carry up to 40 lbs.
* Able to use a computer POS Register and bar equipment
* Be able to describe the smell, flavor and quality of drinks and/or coffee products Server and Hostess
Macayo's Mexican Restaurant - Prescott, AZ
December 2007 to November 2008
Full-time position
* Server responsibilities: Greet and welcome customer with a smile; informing them of daily/weekly specials * Take customer beverage/food orders promptly and accurately
* Check on customer periodically; while refilling their beverages and/or chips and salsa
* Make sure customer is satisfied
* Be personable; accommodate customer request if possible
* Be well informed of your products and up-sell as needed
* Maintain clean and fully stocked section
* Help to maintain a clean/safe work environment for all
* Hostess responsibilities: Greet the customers promptly with a smile
* Seating them in the appropriate server's section
* Inform the customers of the daily/weekly specials
* Complete side work and prepare for your shift
* Be welcoming and personable at all times. Thank the customers for coming as they are leaving the establishment. Licensed Massage Therapist
Beth-El Clinic - Mesa, AZ February
2004 to August 2004
Part-time position
* Massage services provided: Therapeutic, Swedish, Reflexology, Energy and/or Trigger Point therapy * Working with patients in pain therapy and chiropractic treatments helping to alleviate discomfort, making the ailments manageable
* Assess type of massage therapy that would be beneficial for each patient during their course of treatment Licensed Massage Therapist
Naturopathic Family Care - Phoenix, AZ
September 2003 to December 2003
* Massage services provided: Therapeutic, Swedish, Reflexology, Energy and/or Trigger Point therapy * Working with patients in cancer treatment program
* Provide massage therapy for the medical staff
* Assess type of massage therapy that would be beneficial for each patient during their course of treatment Licensed Massage Therapist
Massage Envy - Scottsdale, AZ
October 2002 to August 2003
Massage services provided: Therapeutic, Swedish, Reflexology, Energy and/or Trigger Point therapy EDUCATION
Associates of Applied Science Degree in Nursing (Awaiting for acceptance into RN Core Program)
Gateway Comm. College - Phoenix, AZ
January 2018 to May 2018
BSN in Nursing (Incomplete)
Arizona College - Mesa, AZ
August 2016 to December 2017
Bachelor of Science in Nursing Degree in Nursing
Gateway Comm. College - Phoenix, AZ
August 2010 to March 2012
Massage Therapy Externship
Arizona Heart Institute - Phoenix, AZ
September 2001 to November 2001
Certification in Therapeutic Massage
Phoenix Comm. College - Phoenix, AZ
January 1998 to November 2001
High School Diploma
Camelback High School - Phoenix, AZ
August 1993 to May 1997
SKILLS
• Cashier
• Customer Service
• Cash Handling
• POS
CERTIFICATIONS AND LICENSES
Food Handler Certification - 2019
Level One Fingerprint Clearance Card - July 2017 to July 2023 Licensed Massage Therapist - Nov 2001 to Dec 2007
CPR Certified - Aug 2017 to Aug 2019
ASSESSMENTS
Food Safety — Highly Proficient
July 2019
Proper food handling, storage, and equipment use for preventing the spread of foodborne illness. Full results: Highly Proficient
Customer Focus & Orientation — Highly Proficient
July 2019
Responding to customer situations with sensitivity. Full results: Highly Proficient
Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
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