DONNA WILSON **** DOVE LOOP RD # ****, GRAPEVINE, TEXAS 76051 817-***-**** ac7pgp@r.postjobfree.com

PROFESSIONAL SUMMARY

Twenty plus years’ experience working directly with customers/vendors in retail, finances, debt collections, data entry and inventory control. Although my skill set is larger in retail customer service, management and call center supervisor. Dedicated customer service representative who provides exceptional customer service through active listening and problem solving. Customer service professional highly skilled in call center management, training, recruiting, service solutions, and innovative marketing concepts. Customer service manager experienced with all facets of the hiring, training, coaching and development processes of call center representatives. Hands-on customer service manager effective in motivating others to reach their optimum potential. Dedicated customer service representative who provides exceptional customer service through active listening and problem solving.

Experience

August 2018 to Present – AllianceRx-Walgreens Prime - Irving, TX

Patient Care Coordinator – This position assists members resolving issues and complaints including scheduling specialty medication for patients that are enrolled in the Federal Employee Program sponsored by

Blue Cross Blue Shield. Job functions include ensuring patients receive the care and understanding of their medications with assistance from our pharmacist once their insurance benefits have been verified and research qualifications for financial assistance. If needed schedule pharmaceutical counseling for patients regarding use and understanding of the medication. Multi-tasking and navigation through ScriptMed, SharePoint and excel software programs.

July 2017-December 2017-Contract employment

Shared Service Center Coordinator for Levi Strauss &Co. 1600 Solana Blvd. Building 8, Suite 8200 Westlake Texas 76262

This position mandated step-by-step monitoring and following up with employees to ensure new hire requirements are complete, accurate and entered in Workday software. This includes all tax related information.

MARCH 2015-FEBRUARY 2016

Customer service and logistics Sears Outlet Center 3000 Grapevine Mills Mall

Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently. Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot. Provided and elevated customer experience to generate a loyal clientele. Greeted customers entering the store to facilitate their store experience. Investigated and resolved customer inquiries and complaints.

JULY 2011-MAY 2015

Front End Supervisor, cash office manager, and cashier for Ross Dress for Less 3000 Grapevine Mills Mall

Greeted customers promptly. Directed customers to store locations. Received customer payments. Described products and services in detail. Monitored areas for security issues and safety hazards. Assisted customers in selecting items based on needs. Created attractive displays to promote items.

Processed customer returns. Trained new cashiers on procedures, customer service and sales techniques. Assisted on sales floor as needed to maintain service standards.

JANUARY 2006-MAY 2011

Customer Service Representative Walmart 1641 W Hwy 114 Grapevine Texas 76051

Handled all customer relations issues in a gracious manner and in accordance with company policies. Welcomed customers into the store and helped them locate items. Used time efficiently when not serving customers, including folding clothes and cleaning out fitting rooms. Resolved all customer complaints in a professional manner while prioritizing customer satisfaction. Mentored new sales associates to contribute to the store's positive culture. Fostered a positive work environment by consistently treating all employees and customers with respect and consideration. Answered customer telephone calls promptly and in an appropriate manner.

SKILLS

Customer-oriented

Active listening skills

Computer literate

POS systems knowledge

Merchandising

Skilled problem solver

Motivated team player

Natural leader

Skilled in call center operations

Call center metrics decoding aptitude

Adheres to customer service procedures

Workday software

Service now software

Hire-right software

Microsoft word & Excel

ScriptMed software

EDUCATION

GED: Irving High School 900 O\'Conner Rd. Irving Texas 75038

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