Customer Service Representative

Resume of Samartha Wallace

Experience:

Dec *011-Present CVS Caremark

I am current employed as a Clinical Services Representative at CVS Caremark

in Solon, Ohio. My job includes assisting the Clinical Services staff

(pharmacists and representatives) in all aspects of the coverage

determination and re-determination (appeal) process, including workflow

management and direct communication to all applicable parties (internal and

external). Communicate with physicians, nurses, pharmacists and patients

regarding the coverage determination and re-determination (appeal) process

and decision outcome (favorable and unfavorable) with empathy and

professionalism. Independently monitor and manage workflow, and assist

pharmacists in maintaining workflow as required to meet all timeline

requirements. Analyze online prescription claims and troubleshoot

rejections within specific plan parameters. Ensure correct application of

drug benefit (i.e.: formulary, exceptions, network and co-payments). Enter

data within web-based workflow management program and manage workflow tasks

as required. Multi-task within multiple systems and source programs as well

as strong data entry skills play a huge role in my position.

Oct 2011- Nov 2011 AraCon Systems (United HealthCare)

As a temporary Appointment Specialist for United Healthcare's Member

Outreach Campaign. Some of my responsibilities included answering incoming

calls from Medicare patients, doctor's offices, and various departments to

United Healthcare as well as making outgoing calls. During these calls I

would encourage members to schedule various appointments with their primary

care doctor. I assisted them in finding a primary care doctor(s) as well as

any other problems they have with the insurance. Following all HIPPA laws,

privacy disclosures, procedures codes, and computer programs are also very

important

duties to this job.

Sept 2011- Oct 2011 Dish 1Up

Briefly held a position working as a Call Center Representatives where I

took a heavy volume of calls from existing customers. My biggest role was

trying to get them to cancel their current service and sell them a new

service with DirecTV.

September 2010- February 2011 (AVI Foodsystems)

Working as a Cashier/Kindergarten Aid, this had to be one of my most

rewarding as well as joyous jobs that I have held. This was a continuation

from 2009 except for the company change as well as I was hired on full

time. I still have the duty of ringing children out, help make lunches, and

manage portion control. The new duties included handling money deposits,

and make sure lunch environment was healthy as well as safe. I also had the

responsibility and honor of helping teachers (mostly kindergarten age

group) with any problems during lunch periods, walking children to and from

classes, communicate with teachers about lunch activities, as well as

making sure play areas were safe for the children. I even had the

opportunity of sitting in the classroom interacting with multiple students,

learning the everyday routines.

April 2010- June 2010 (Iron Mountain)

As a Customer Service Assistant at Iron Mountain duties included organizing

customer's information, scanning important documents, and gathers other

personal information to complete paperwork for many different clients.

Validating and verifying where important key elements of my day. I've

mastered using many different programs on the computer including Microsoft

Word, Excel, Spreadsheet, Database, and many other computer software.

March 2010-April 2010 Cleveland Clinic Pharmacy

I worked for The Cleveland Clinic Home Delivery Pharmacy as a temporary

call center Representative. Job duties including answering a heavy volume

of incoming calls, making outgoing calls, handling customers issues dealing

with their prescription, writing and filing paperwork. I also deal with

process the orders and the benefits department helping customers with their

orders. Working hand in hand with the pharmacist assisting them with any

issue, problem, or concern they might have.

July 09-Feb 2010 Office Max

As cashier at OfficeMax as The duties were basic cashier functions such as

ringing out customers, cash handling, and basic math functions. New duties

included making copies, faxing, filing, as well as filling ink, and

answering incoming phone calls. Like my previous cashiering jobs, I

received the privilege to help count the ALL the money and other non-cash

transactions that comes in the store.

March 09- Feb 2010 Shaker Heights City School District

Responsibilities included; ringing out children and faculty, cash handling,

and to balance a large amount of money daily.

Sept 07-March 09 The Home Depot

1. Cashier- As a cashier for one of the biggest home improvement stores in

the world I deal with over $3,000 a day (not including non-cash

transactions). Numbers and computations play one of the biggest roles of

this job.

2. Head Cashier- I often had to fill in as needed as a Head Cashier, which

was a managing position where you are in charge of the cashiers, money,

voids, approvals, customer complaints, and any other issues dealing with

the front end. I also had the responsibility of every working register in

the store and having to prioritize myself in over 20 different places at

one time. Assisting the FES (Front End Supervisor) in whatever task ask, as

well as acting as the FES when not present.

3. Customer Service Representative- I also had the honor to work strictly

in customer service on and off for about a year. Dealing with a very heavy

volume of placing outgoing as well as incoming calls, worked hand and had

distributors dealing with contracts and projects for the customers, and

making appointments.

May 06-July 07 Heinens Fine Foods

1. Cashier- Rung out customers, cash handling, and quickly identify certain

items and recognize each individual codes.

2. Customer Service Representative- Working in customer service gave me the

opportunity to learn how to manage time. This was a leadership and key

holder role. Complaints, returns, phone calls, selling tobacco, alcohol,

and providing cashiers with lunches were all major functions that I had

control over. I also dealt with all (if not most) of the money coming in

and out of the store.

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