Customer Service Technical Support

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LAURA KLAINE

(cell)

*****.******@*****.***

OBJECTIVE

Position that would allow me to utilize interpersonal, organizational, computer, leadership and multi-tasking abilities in a dynamic, vision oriented environment working with internal and/or external customers while providing quality service that would build on current knowledge/skills and enable growth in my professional life.

EXPERIENCE

08/07 - 08/10 Humana, Inc. Cincinnati, OH

Specialty Care Coordinator, Specialty Enrollment Specialist - RightSource Specialty Pharmacy 1-800-***-****

* Enrollment: Call Humana members to ask them to get their specialty medications from RSSP. If they sign up, fax provider for prescription, follow up with provider to make sure prescription is sent, follow up with Specialty Care Coordinators to make sure it processes and is shipped o/n to the patient. Follow up with patient assistance department if necessary to make sure patient assistance is in the system.

* Specialty Care Coordinator: process prescription once entered by pharmacy tech, up until order is ready to be completed by pharmacist. Make sure all insurance is in system, verify insurance, contact member to schedule delivery.

Customer Service Specialist - RightSource, HCPR 1-888-***-****

* Assist memebers with completing orders, RSRX address changes, answer questions about their accounts, tracking orders. Assist providers with prior authorizations, work HCPR faxes, letters, enter authorizations. Provide quality customer service at all times. Copay/Balance Queue calls. Act as POC as needed. Other tasks as needed by supervisor or team lead.

08/04 - 08/07 Avon Products, Inc Springdale, OH

Customer Service Specialist 1-800-***-****, emp code 11483

* Assist Representatives with their accounts. Give price adjustments for mispriced items, address changes, duplicate lost orders, partial lost orders, missing items, place orders, credits for return merchandise, exchange merchandise, and other customer service functions.

* Team building functions. Have produced articles for team publications to streamline effectiveness of team.

* Continually been rated exceeds expectations' or meets expectation'.

Account Service Specialist

* Take orders for Avon Direct Sales Representatives

* Change addresses for representatives

* Assist representatives with items missing from orders

11/01 - 08/04 Stay at Home Mom

01/98 -11/01 Square D Company Florence, KY

09/01 - 09/96

Sr. IS Technician

Application Development for Vantive Software. Adapting Vantive out-of-box software to fit needs of Square D Company sales and customer service personnel. This included writing of code and help files.

* Phone based technical support for Vantive Software.

* Creation of User's Manual, Administrator's Manuals and On-Line Help files.

Technical Analyst

* Phone based technical support for E-WAY/OM/QM and PowerQuote

* Phone based technical support for Q2C (Quote to Cash - proprietary software for Square D), mainframe and manufacturing.

* Provide weekend and holiday support as needed by the Information Center.

Administrative Assistant

* Logistics Department:: Provided software and hardware backup for supervisor (including database use, spreadsheet creation and manipulation, word processing). Troubleshoot software and hardware problems within department to speed processing of same. Identify problems within current dynamics and propose solutions. Secretarial and clerical duties as needed. 6/1/95

* Transportation Department: Wrote SAS jobs to analyze shipment data by carrier. Wrote 6 programs utilizing Visual Basic (as nested program). These programs were used to alter spreadsheet reports every month so new monthly data could be added manually. Programs utilized dialog boxes to speed processing of data entry. Provided software and hardware support for department. Other duties included contact with external and internal customers and handling of challengers with tact and creativity. Additional duties included creating spreadsheets as needed, analyzing, interpreting and integrating data from different sources to create PC based reports. General secretarial duties. 9/5/91 - 6/1/95.

4/13/97 - 01/02/98 Kroger Company Cincinnati, OH

Help Desk Analyst

* Phone based first level technical support for Kroger proprietary system.

* Use of Apriori software.

9/9/96 - 4/13/97 Kroger Company (through Weiper Recruitng)

Help Desk Analyst

* Contracted at Kroger Company in position listed at Kroger above. Phone based first level technical support for Kroger proprietary system.

Use of Apriori software.

*

EDUCATION

10/09 - In Process

Colorado Technical University - Online Denver, CO

Executive Masters of Business Administration

In progress, estimated completion February 2011

10/98 University of Phoenix-Online San Diego, CA

* BS Business Information Systems

* GPA 3.78

0 1/89 Cincinnati Metropolitan College Cincinnati, OH

AS Secretarial Science

GPA 4.0

INTERESTS

Church functions, Cub Scouts, Boy Scouts, computers, reading, games, violin playing, family activities.

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