Rozina Calloway

A compassionate person, very optimistic, open minded about life and the motivation

for my life best work by making a difference in people lives with one stop call resolutions in all problem solving situations.

Las Vegas, NV

acx112@r.postjobfree.com - 702-***-****

I'm an experienced professional seeking a challenging position in a people-oriented organization where I can maximize my 15 plus years of background experience in the Customer Service Industry to achieve the corporate goals of customer satisfaction.

Core competencies include:

* Attention to detail

* Ability to work in a team environment and contribute

* Accomplished and energetic to maintain a positive, open and objective attitude towards others; as well as commitment to the job task,with accuracy and efficiency.

* Experience working in a call center atmosphere

* Adaptability and ability to work under pressure

* Initiator

Authorized to work in the US for any employer

WORK EXPERIENCE

Member Service Representative I

Liberty Dental Plan - Las Vegas, NV - February 2016 to Present Responsibilities:

* Provide excellent customer service skills, to all incoming callers

* Answer inquiries related to; dental benefits, eligibility, provider information, claims and other miscellaneous inquiries.

* ADA coding experience to collaborate with dental diagnosis.

* Assist with scheduling appointments for patience if needed.

* Minimum of 80 calls per day resolving customer issues.

* Able to demonstrate customer service and proper telephone etiquette.

* Record details of all transactions in company database.

* Obtain/Verify contact detail.

Accomplishments:

* Received Awards, WOWS or KUDOS.

* Established relationships with Dental Office staff and members.

* My QA scores went from 80% to 96%.

Skills:

* Excellent verbal and communication skill

* Answers an average of 80 per day

* Maintain quality score

* Following department guidelines

* Conflict Resolution skills

* Excellent soft skills

* Very disciplined

Member Services Representative

Aerotek Staffing/Liberty Dental - Henderson, NV - July 2015 to February 2016 Responsibilities:

* Provided excellent customer service skills, to all incoming callers.

* Answered inquiries related to; dental benefits, eligibility, provider information, claims and other miscellaneous inquiries.

* ADA coding experience to collaborate with dental diagnosis.

* Assisted with scheduling appointments for patience if needed.

* Minimum of 80 calls per day with resolved customer issues.

* Able to demonstrate customer service and proper telephone etiquette.

* Recorded details of all transactions in company database.

* Obtained/Verified contact detail.

Accomplishments:

* Received a couple of awards and WOWS or KUDOS.

Skills:

* Excellent verbal and communication skill

* Answers an average of 80 per day

* Maintain quality score

* Following department guidelines

* Conflict Resolution skills

* Excellent soft skills

Prior Authorization Representative

Express Scripts Inc. - Henderson, NV - November 2012 to March 2015 Responsibilities:

* Handled inbound/outbound calls from physicians, physician office staff, patients & other health care providers.

* Determined how to triage or respond to questions

* Used good judgement in referring calls of a clinical nature to a Pharmacist as defined by protocol.

* Handled calls from patients concerning Managed Care Formulary customer service issues.

* Complied with all Manage Care SOP's as defined.

* Assisted Physicians, pharmacist, and members in understanding Utilization Management and or formulary coverage rules, in determining whether to initiate a formal request for coverage or not.

* Translated formal request for coverage into electronic cases in MHS's Coverage Determination Platform.

* Facilitated drug coverage decision by applying information received from healthcare professionals to client condition of coverage.

Accomplishments:

* Received awards of Recognition

* Received bonuses every month, by meeting quotas and providing quality customer care for patients, physicians, pharmacist and health care professionals. Skills:

* Excellent verbal communication skills

* Demonstrated problem solving and critical thinking.

* Computer and phone skills averaging 100 calls a day

* Demonstrated ability to work in a team environment and contribute.

* Excellent attention to details

* Maintained a constant, even, and professional demeanor in dealing with customers, health care professionals, and coworkers.

Pharmacy Support Technician

Medco - Henderson, NV - August 2009 to November 2012 Responsibilities:

* Assisted Pharmacist with the day-to-day operational needs with the dispensing of prescription medications as required per long term care pharmacy, and adhere to company's quality and customer service standards, policies and procedures.

* Filled prescription orders

* Filled bulk products, blister packs or de-capped bottle tops, put away order and staged deliveries.

* Maintained all related compounding records, prescription logs, and any other related files as determined by the Pharmacy Technician Manager

Accomplishments:

* Promoted two months after hire date for Lead Floor Support.

* De-capped 5000-8000 bottles of medication, from bulking up or bulking down jars or bottles weekly.

* Shared weekly meetings and dispense work according to ability, availability and motivation. Skills:

* Dependability

* Flexibility

* Long hours of standing

* Management skills

* Functioned independently with working under pressure along with multiple tasking and deadlines.

* Loaded and unloaded carts, bins and totes.

* Basic understanding of medical terminology and medications. Picker/Packer

Integrity Staffing - Las Vegas, NV - September 2009 to June 2010 Responsibilities:

* Filled orders and packaged products for Amazon.com for dispersal, either in shipping or receiving .

.* Placed processed product on shelves for review

* Used hand scanners to locate item and quantity need. Accomplishments:

* Received weekly awards or monthly bonuses

Skills:

* Longevity for standing and walking

* Accuracy in counting and verified status of product

* Organizational skills

* Hard worker with the ability to work under pressure in a fast pace environment.

* Flexible

* Tools used: pallet jacks electric and manual, hand scanners. Peer Educator (E.O.P.S.)

Victor Valley College - Victorville, CA - August 2007 to October 2009 Responsibilities:

* Made aware of the resources that were available through the Career Service Center.

* Assisted with workshops, job fairs and recruiting for the Extended Opportunity Program and Services

(E.O.P.S.)

* Audited 22-250 files a day

* Assisted with admissions and enrollment for the program

* Receptionist part-time

Accomplishments:

* An excellent rapport with students, parents, teachers and school staff

* Received plaque and certificate awards

Skills:

* Excellent listening skill

* Excellent communication skills

* Inbound out bound calls

* Committed to finding and problem solving

* Able to follow direction of staff and teachers

* Motivational and Energetic

Work Rehabilitation Instructor

School of Hope/Association of Retarded citizen - San Bernardino, CA - April 1998 to August 2003

* Followed complex policies and administrative procedures.

* Counseled vocational handicapped individuals concerning work activities in warehouse.

* Taught basic life skills

* Planned and directed rehab services for the clients

* Developed an action plan based on individuals work, medical, socialbility and psychological data I received.

* Motivated clients to undertake and achieve vocational rehabilitation

* Written reports and maintain records

* Distributed work according to mobility and skills EDUCATION

High School Diploma in General Studies

California Charter Academy - Hesperia, CA

2002 to 2004

SKILLS

*Data Entry *Filing *Microsoft word, Excel, Power point, and Out look *Xerox PDF *Editing * Quality assurance (home care, and warehouse) *Critical thinking *Complex problem solving *Time management

*Troubleshooting *Managing multiple priorities *Dependable, reliable and responsible *Willingness to learn and self motivated (10+ years)

CERTIFICATIONS

Negotiation and Conflict Resolution

December 2015 to Present

This course identify how to be creative in solving customer service problems and issues. The course outlined in four modules:

* Thinking like a negotiator

* The five phases of negotiating

* Conflict resolution - Theory and Practice

* Communication skills

Standard - CPR / AED/ First-Aid

September 2016 to September 2018

Certificate of Completion in

Standard - CPR / AED/ First-Aid

(Adult / Child / Infant/ Choking)

AED / Injury & Universal Precautions

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