SUSAN M. CUMMINGS

Advanced Customer Service • Strong Problem Solver • Great Consumer Advocate

EXPERIENCED CUSTOMER SERVICE SPECIALIST

…dedicated to providing customer satisfaction while upholding the company’s vision and mission.

Outstanding and goal driven professional dedicated to customer service and professional growth while representing the key competencies of the organization successes.

SUMMARY OF QUALIFICATIONS

An enthusiastic, creative, and passionate customer service specialist, striving to exceed customer/ employer expectations by delivering second-to-none service.

Expert in customer care/communications, problem solving, relationship building, user training and support. Excellent skills in working effectively with diverse populations of clients in diverse communities.

Several years of commended performance in key customer service and support roles throughout my career. Great ability to work independently and prioritize multiple tasks.

Microsoft Office “power-user” with additional proficiencies in assorted customer service databases.

PROFESSIONAL EXPERIENCE

EXPRESS SCRIPT Patient Care Advocate

December, 1993 to January 2015 Dublin, OH

Manage customer service inquiries from members, providers, physicians and internal and external clients related to pharmacy benefits

Research and resolve problems in a timely manner

Assist members in understanding and maximizing the use of their pharmacy distribution program

Support customer while using a computerized system to gather information and respond to questions needed

Document issues and resolutions in a common database and escalate issues as necessary

Handle inbound and outbound member, provider and physician calls

Answer questions related to pharmacy benefits, while maintaining productivity standards and performance guarantees where applicable.

Collaborate with other operational departments to research and resolve mail order and claims issues and respond to members within performance agreement guidelines

Maintain accurate and complete documentation of all inquiries in order to continuously improve the customer service process and reduce potential legal concerns

Identity and escalate in a prudent manner, concerns received from patients and/or clients so that corrective action can be pursued and expedited to take care of their needs

Responsible for good housekeeping techniques, adhering to quality and production standards while complying with all applicable company, state and federal safety

Provides excellent verbal presentation and communication skills; and the ability to handle challenging customers in a professional manner

Maintains the ability to adapt in a dynamic work environment quickly, solve problems and make decisions

EXCEL HOME HEALTH SERVICES Home Health Aide

June, 2012 to Present Westerville, OH

Provide personal care to client by doing the following. Hair Care, Oral/Dental, Shaving, Skin & Foot & Nail Care, Bathing. Assist with Sterile and Non Sterile dressing

Manage in continence care

Assist with exercise & transfers along with medication reminders

Support with personal laundry, Encourage Fluids, Oral Hygiene

Assist with dressing, make bed, change linen, full meal prep, and assist with feeding

Provides grocery shopping support and records vital signs as needed

LUTHERAN SOCIAL SERVICES Receptionist

June, 1993 to February, 1994 Columbus, OH

Operated multiline switchboard

Coordinated office wide faxes processed incoming mail and filed reports.

Greeted visitors and fingerprinted new employees

EDUCATION

School of Computer Technology; Certificate in Computer Operations; Pittsburgh, PA

Carnegie Mellon University; Concentration in Computer Science; Pittsburgh, PA

Columbus State Community College; Concentration in Administrative Science, Columbus, OH

COMPUTER SKILLS

Various versions of Microsoft Windows various versions of Microsoft Office

Multi-line Telephones Copier Machines

Various types of facsimile machines Printer

10-key adding machine Scanner Machines

Data Entry Scrip Med System

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