Customer Service Quality Assurance

Darmetria Lynn Franks

* ***** **. ***. *

Florissant, MO 63031

314-***-****

abh39l@r.postjobfree.com

Qualifications

*Knowledge of all Microsoft Office tools (word, excel, power point, outlook, access), WITNESS,

COMPASS, VAX, CERES, REALTIME, SOURCE, NICE.

*Type 50 wpm

*Ten years of customer service, sales, and cash handling experience

*Five years of sales managing an clerical office-work, experience

*Problem solver and team player

*Self-motivated, goal oriented, and dependable

Education

*Graduated from North County Christian School on May 24, 2002

*Attended Maryville University for two years majoring in nursing

*Graduated from Lindenwood University with BA in Educational/Social Studies

Employment History

March 2007-Present: Express Scripts Inc.

Supervisor in Prior Authorizations-December 2009-Present

-Responsible for day-to-day operations of a team of prior authorization representatives in a call

center.

-Oversee prior authorization call volume and workload to ensure service standards are met

-Conducts hiring, training and evaluation of staff

-Work with management to develop policies, procedure and the business work plan for the team.

-Serve as a point of escalation for calls requiring a higher degree of expertise or discretion to resolve

customer, provider, or member issue and ensure timely resolution

-Take overflow calls

- Monitoring employee calls

-Developing relationships among account managers

-Training and coaching new and seasoned PCA’s

-Auditing, Quality Assurance

-Administration/Clerical Work

-Pulling reports for production

-Certified Pharmacy Technician

Lead Pharmacy Technician-TREND Management-March 2007-December 2009

-Subject Matter Expert (SME) for Prior Authorizations

-Developing relationships with account managers

-Executing escalated and presidential issues for TREND

-Training and coaching new and seasoned technicians

-Auditing

-Administrative/clerical work

-Pulling reports for production

June2006-January 2007: Teller for Bank of America-Creve Coeur, MO

-Customer service

-Strong cash handling

-Referrals

-Vault accountability

-Auditing daily staff cash drawers

August 2003-June 2006: HPA/Management Trainee for Ann Taylor Loft- Des Peres, MO

-Customer service

-Clerical work

-Payroll

-Coaching other associates

-Cashiering/Bank deposits/paperwork

-Stocking

June 2001-2002: Caregiver for North County Christian School (Bright Beginnings Daycare)-

Ferguson, MO

-Caring for children

June 2000-August 2003: Women’s Department Lead for Shoe Carnival-Bridgeton, MO

- Customer service

- Coaching other associates

- Stocking

- Designing floor plans for my department

- Cashiering

References

-Upon Request

Contact this candidate