Carmalita Howard **** Flat Shoals Rd. Apt. **** Union City,Ga. 30291. 404-***-****

Professional Summary:

Customer technician/ Pharmacy Technician with 20+ years of extensive experience in Office Management, Project Management, and Customer Service in Public and Private Sectors. Function as an expert relating to the establishment and development of effective organizing, office management, records management, pharmaceutical sales, creating documents, internal/external training, and communicator with superb customer relations and a great team player. Highly skilled in managing multiple projects simultaneously. Establish relationships through implementing strategic planning and out of the box thinking resulting in innovative internal and external communications and marketing strategies. Possesses excellent communication skills (written and oral) for effective interactions with Directors, Managers, Leads, Supervisors, and Patients and collaborates cooperatively with diverse teams.

Skills:

Operations Management

Microsoft Office Suite

Record Management

Superb Customer Service Skills

WQuick learner

Training and Development

Financial records and processing

Results-oriented

Project Management

Creative Problem Solving

EXPERIENCE

Department of Revenue

Customer service Rep 1. Sept.2022- present

Answer High volume inbound call center calls.

Maintain QA of 95% for quality of calls

Provide information for daily title and registration procedures.

Provide info for trucking procedures for IRP program.

Keep notation for calls including customer info and what was the resolution for the call.

Remote work from home and availability to keep customer information secured.

Amazon

September 2023- April 2024

Runs pick machine to pull orders for customers.

Stack inventory using OP fork lift machine.

Op trained and certified.

Palletizer build and scan pallets with objects needed to maintain the accuracy of customer orders.

WIPRO/Blue Cross Blue Shield of Michigan Customer Service Agent Mar. 2021- Sept.2022

High volume In-bound call center, Individual Markets (MI)

Review explanation of benefits and how member's claims processed.

Use computerized system for locating documents, checks, and information on current benefit information for updates and changes for three states.

Provide up to date information to policy holders, regarding benefits, claims, billing and authorizations.

Explain and educated members the terms of their insurance plan, and how health care reform impacts their coverage.

Responsible for maintaining daily individual and department stats.

Responsible for assisting and resolving inquiries and problems to insure excellent customer service. Receive and respond to customer complaints.

Obtain customers' names, addresses, and billing information, policy numbers, and terms of each policy purchased, and enter this information in computer system.

Calculate member's rates and compare to other policy rates, and benefits. Recommended different plans that would meet member’s needs.

Recommend merchandize or services that will meet customers' needs.

HIPPA CERT

WIPRO/DFAC CSR FOR STATE OF MO Customer Service Agent OCT. 2019- Mar. 2021

Complete new application for new participants, check the status of their application once completed.

Gathered and verified all required customer information for tracking purpose.

Accurate documented, researched and resolved customers service issues.

Manage customers calls effectively and efficiently in a complex, fast paced and challenging call environment.

Referred unresolved customer grievances to designated departments for further investigation.

Met or exceed service and quality standards every review period.

Protect the integrity of public assistance programs by combating fraud, waste, and abuse.

Complete application for MO residents

HIPPA CERT.

Sale alternative medical policies

Professional Experience:

7/2018 – 3/2019: Pharmacy Technician, Publix Atlanta, GA

Maintain a strong knowledge of brand and generic drugs.

Calculate Insurance Coverage for Pharmacy Transactions

Responsible for everyday operations such as checking prescriptions for accuracy prior to dispensing; contacting insurance to clarify coverage; counting, pouring and mixing Pharmaceuticals.

Provide extraordinary customer service by answering questions/troubleshooting medication issues as well as reporting drugs’ adverse reactions, which saved a customer’s life.

Maintain excellent relationships with physicians.

Assist in facilitating communication between the patient and insurance companies, doctors, nurses and labs.

Advocate for patients’ compliance with medication guidelines.

Proficiently check pharmaceutical stock to assess inventory level; placing orders; removing outdated drugs.

Assist the Pharmacist with maintaining order; neatness and patient privacy which complies with state and federal laws.

4/2016 –7/2019 Crew Leader/Lane Chief, Manheim Atlanta, GA

Develop, manage and improve the plan for quality of work presented by the van crew.

Organize the lane and prepare cars for the weekly auction sales.

Improve the quality of the auction lane during the sales resulting in a 50% increase of cars being sold in that lane.

Run and supervise 2 – 3 lanes during the weekly auction.

3/2013 – 6/2015

8/1996 - 7/2007: Mail Services, Georgia Department of Transportation Atlanta, GA

Ensured staff coverage was available for office support.

Delivered mail on a timely basis for all departments within Georgia Department of Transportation.

Made sure important and urgent deliveries were processed and expedited in a timely manner.

Packaged and Processed UPS and FEDEX orders for daily pick up.

Created and maintained spreadsheets for overnight package logins.

Maintained the upkeep on the postage machine and put in service calls when needed, which was a cost savings of $400 per service call.

Effectively attended to internal/external customer needs, questions and inquiries via phone and/or in person.

Proficiently handled incoming, sorting and routing of mail effectively.

Performed Office Management duties in the absence of Supervisor.

Made deliveries via company vehicle to FHWA and Post Office.

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7/2007 – 3/2013: Records Management, Georgia Department of Transportation

Created and maintained the P.I and P. O Inventory.

Developed training manual for Records Management.

Trained staff on Record Management duties and procedures.

Served as Office Manager Assistant and the Interim Office Manager when main Office Manager was away.

Helped employees with their time keeper logins.

Ensured office was stocked with supplies and kept track of what supplies were running low.

Made sure the office ran smoothly at all times while still providing a high level of customer satisfactory support.

Managed the phones and in person inquires, questions and concerns.

Main POC for maintenance on the Xerox machine which included maintaining service calls, troubleshooting of the machines, manual upkeep, monthly login and monthly usage on the machine.

Training and Certifications:

2018: Pharmacy Tech

Faks Allied Health Education Center

Straight A student all quarters

Completed coursework in Mosby’s Pharmacy Technician Principles Practice

2018: Pharmacy Licensed and Registered

2018: Smith’s Training System

2018: Hazmat Training

2008: State Approved Customer Service Training Course

2008: Maintaining and Purging Files Training Course

2001: Defensive Driving course

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