Customer Service Quality Assurance
Resume:
AURORA A. WHITE
Tampa, FL 33605-2817
**********@*****.***
OBJECTIVE
A highly motivated professional pursuing a position enabling me to optimize my patient,
administrative, and customer service skills within a well established organization that encourages
personal development and career advancement.
SKILLS and ABILITIES
• Multi-task oriented
• Exceptional interpersonal communication skills
• Outstanding organizational
• Time management skills
• Flexible and versatile
• Ability to work well within a team capacity as well as independently
PROFESSIONAL EXPERIENCE
Medco Health Solutions Tampa, FL 2010 – 2011
Customer Service Representative
• Actively listened to callers' needs while displaying professionalism as well as empathy and courtesy
• Accurately handled prescription refill request and order status inquires
• Verified drug coverage and availability at members request
• Educated members on benefit and co-pay information
American Cancer Society Tampa, FL 2008 – 2010
Patient Services Center Team Leader (promotion)
• Responsible for the supervision of a team of twenty people within the customer service department.
• Responsible for the recruitment and training of customer service representatives.
• Assisted the Call Center Manager with call monitoring and coaching
• Ensured that the department consistently captured all required data standards per quarter per specialist
• Exceeded Quality Assurance and productivity goals
• Facilitated the Patient Services programs and its services via tours and PowerPoint presentations
Patient Service Specialist, (2005 – 2008)
• Accurately handled high call volumes of inbound and outbound
• Actively listened to callers' needs to conduct proper assessment, while displaying professionalism as well as
empathy and courtesy
• Exercised sound judgment in handling and directing various complex calls/questions appropriately
• Maintained a positive and professional work environment which fostered team building and personal
organizational growth for all employees
• Developed strong business relationships with referral sources and volunteers
AURORA A. WHITE
2505 East 18th Avenue
Tampa, FL 33605-2817
**********@*****.***
AC Nielsen, Tampa, FL 2004 – 2005
Retail Data Collection Associate
• Conducted data collection of display, inventory, audit, and customer survey information from cooperating
retails outlets
• Exceeded company standards for work volume, quality, accuracy, completeness, and timeliness of collection,
inputting, and transmitting data for product and pricing surveys
• Consistently maintained a positive relationship with management staff, employees, and customers within all
visited retail business environments
Bay Area Oncology Tampa, FL 2001 – 2003
Medical Receptionist
• Scheduling and coordinating medical appointments for all new and existing patients, answered and routed all
incoming calls
• Coordinated and maintained both front and back office check-in and checkout procedures
• Handled patient billing and collection procedures, customer inquiries, and payment resolution
• Maintained a positive relationship with all physicians, internal/external medical staff, patients and vendors
BAY AREA ONCOLOGY Tampa, FL 1989 – 2000
Medical Laboratory Technician
• Performed various tests to obtain the data necessary for the prevention, diagnosis, and treatment of patients
with life threatening illnesses
• Actively assisted in Bone Marrow Procedures and slide preparations
• Obtained specified information gathered from bodily fluids and tissue samples, which included analyzing
blood, urine, and identifying microorganisms
• Calibrated laboratory instruments utilized in testing all laboratory specimens
EDUCATION
Bachelors of Science Degree, Community Health Education
(Dean’s List Award), Clark College Atlanta, GA
Medical Laboratory Technician Certification, Erwin Vocational Center Tampa, FL
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