Customer Service Representative
Resume:
Vernell Patmon
Orlando, FL *2808
*********@*****.***
OBJECTIVE
To obtain full time employment. I would welcome a rewarding and challenging job that not only involves my current skills, but will hopefully help me acquire some new ones. Authorized to work in the US for any employer
WORK EXPERIENCE
Pharmacy Service Representative
CVS Specialty Pharmacy – Orlando, FL – May 2016-January 2017
Inbound service calls from members, family members and/or providers
Assist with taking refill orders for specialty medications
Update accounts with copay assistance and method of payments
Perform other duties as assigned
Warehouse Associate
Calvin Klein – Orlando, FL – August 2015- May 2016
Verifies approved product transferred from store.
Assists with warehouse inventories.
Assists with special requests and transfers appropriately.
Accurately shelves products according to departmental procedures.
Assist with processing of shipments
Performs other duties as assigned by supervisor.
Customer Service Representative
Optum Rx/United Healthcare - Orlando, FL - February 2015 to May 2015
Inbound service calls from members, family members and/or providers with questions related to, but not limited to, health benefits, eligibility status/issues, premium billing,
Assisted with requests for member materials and ID cards.
Provide objective information pertaining to coverage.
Ensured proactive customer service with the highest degree of courtesy and telephone etiquette.
Documented member’s account with detailed notes of their inquiries, concerns and complaints.
Performed other duties and tasks as assigned.
Quality Assurance Analyst
Connextions - Orlando, FL - October 2007 to January 2015
Monitored calls and provided appropriate feedback to call center agents and team supervisors as instructed by the company call monitoring guidelines.
Met Quality Control Teams daily/monthly call targets.
Ensured all client requirements were met in full and within timeframe.
Adhered to all Policies & Procedures align with Call monitoring and Customer Experience Expectations.
Highlighted call quality performance issues, trends and strengths in an appropriate and timely manner. Identified and propose solutions to improve call quality when appropriate.
Conducted weekly calibration sessions with clients.
Worked closely with other areas of the business to support/increase call quality scores.
Maintained and developed relationships with Operations and Training teams.
Participated in training quality guidelines to new hires.
Pharmacy Helpdesk Advocate
Connextions - Orlando, FL - May 2006 to September 2007
Advocate taking inbound pharmacy calls supporting CVS Caremark's clients.
Provided pharmacies with correct information at the right time to successfully assist with adjudicating rejected claims.
Provided proactive information to pass on to the member.
Professionally handled a high volume of inbound calls to ensure questions and issues were resolved both promptly and accurately.
Effectively handle complaints while consistently demonstrating behaviors that contribute to the achievement of service level goals.
This position requires attention to detail and the ability to multi-task.
Reservationist
Howard Johnson/Imperial Swan Hotel
Responds to communications from guests, travel agents, and referral networks concerning reservations arriving by telephone, fax, or through a central reservation system.
Responsible for knowing the types of rooms available as well as their layout.
Creates and maintains reservation records-usually by date of arrival and promptly processes any cancellations and modifications.
Tracked future room availability on the basis of reservations, and helps develop forecasts for room revenue and occupancy.
Additional duties included preparing the list of expected arrivals for the front office, processing wake up calls, assisting with check in and check out of guests as well as assisting guests with any requests.
EDUCATION
Diploma
Gates County High - Gatesville, NC
1970 to 1973
SKILLS
Customer Service
Microsoft Word
Leadership
Microsoft Outlook
Training Skills
Retail/Cashier Skills
Dependable/Reliable/Responsible
Willingness to Learn
Ability to work with little or no supervision
Self- motivated, Professionalism and Teamwork
MILITARY SERVICE
Service Country: United States
Branch: Army
Rank: E4
May 1979 to May 1983
75D Personnel Records Specialist,
Documented and maintained Enlisted and Officer Personnel Records
Filed awards and updated emergency contact information.
Updated Life Insurance forms.
Performed other duties and tasks as assigned such as Promotion Board Recorder, Promotion Packets, and Enlisted Evaluations, typing Permanent Change of Station Orders and supervised the intake of new recruits.
COMMENDATIONS
Expert M16 Riffle
Good Conduct Medal
Army Service Ribbon
Army Achievement Medal
Oversea Service Ribbon
Host of Certificate of Achievement letters
CERTIFICATIONS
Typing (73wpm)
May 1976 to June 1976
Microsoft Word
July 2015 to August 2015
.
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