Customer Service Manager

Brian Prey

San Diego, CA ***** 760-***-**** *********@***.***

Job Related Skills

Over 10 years of training, management, and customer service

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experience

Advanced use of technology with medical terminology and privacy

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guidelines

Experience with complex medical databases and Rx benefit plans

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Excellent written and verbal communication

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Skilled in phone queue and time management processes

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Excellent conflict resolution, decision making, and leadership skills

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Public speaking, technical training, and presentation skills

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Proficient with Microsoft Word and Excel, and Health care data bases

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Ability to meet deadlines and complete multiple assigned tasks

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Ability to work both independently and support others in a team

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environment

Ability to function well in a high stress atmosphere

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Work Experience

United Health Group: OptumRx Specialty Pharmacy Customer

Service Advocate Nov 2012 Current

Answer incoming calls and refill prescriptions for Specialty Pharmacy

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Patients

Make calls to MD's offices on customers behalf to begin refills on

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expiring Rx's

Answer questions related to Pharmacy benefits and coverage

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Ensure proper medications delivered on time and with proper

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ancillary supplies

Technical Trainer, DefenseWeb Technologies, March 2010 December

2011

Developed standard and personalized course material for training

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events

Created training materials, user guides, and quick reference sheets

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Designed and presented virtual and classroom trainings on a weekly

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basis

Developed and maintained positive relationships with customers

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Assisted with troubleshooting and technical support

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Managed user lists, process flow, and permissions on several

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programs

Reservations Manager, Tower23 Hotel, June 2005 – October 2008

Supervise and manage reservations and valet employees

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Revenue Analysis/ Forecasting

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Responded to and resolved customer complaints

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Initial Trainer for all new Employees

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Front Desk Agent, Pacific Terrace Hotel, May 2004 – June 2005

Reservations, bell service and front desk

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Responded to customer complaints and concerns in a timely manner

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Education

Bachelor of Arts: Business Administration

National University, July 2008

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