Quality Assurance Customer Service

Melissa Kramer

*** **** *** *****

Clearfield UT 84015

Home Phone 801-***-****

E-mail: *******.**********@*****.***

EMPLOYMENT

REMX/McKesson Pharmaceuticals

Customer Service Representative

October 2022-March 2024

*Acted as POC Point of Contact for customers and pharmacies nationwide

*Answered incoming calls regarding inquiries on prescription programs

*Confirmed customer identity in accordance with HIPPA regulations to ensure security

*Entered in information to complete patient enrollment into pharmaceutical discount

*Performed quality assurance on patient accounts to maximize patient savings

*Reconciled patient accounts as part of quality assurance

*Determined need for higher level engagement and transferred patients when required

*Accepted calls and documented pertinent adverse side effects from any/all medications

*Engaged professionally with pharmacies in order to process all discounts available

*Provided error codes and explanation to pharmacies/patients on any rejection decisions

*Employed diplomatic methods to deal with outraged customers for conflict resolution.

*Aided patrons in crisis to avert emergency exhaustion of life-saving medication.

*Guided pharmacies through the accreditation process to capitalize financial benefits

America First Credit Union

Member Services Representative

May 2018-June 2022

*Answered inbound calls

*Upsold products (checking, savings, CDs, and other investment opportunity)

*Resolved account disputes

*Dealt with member complaints

*Reconciled fees and overdraft disputes

*Handled credit inquiries

*Resolved fraudulent activity

*Worked with loss mitigation

*Provided updated account information

*Handled loan questions/payments and when necessary up-channeled concerns.

*Issued cashier’s check request

*Performed account closures

*Transitioned account details into joint accounts

*Performed initial trouble-shooting procedures to assist online members

*Initial contact for foreign currency and ensured available funds

*Conducted travel advisory requests

*Provided information on current interest rates

*Initiated credit increase requests

*Ensured privacy of accounts

*Performed PIN request changes

*Performed card cancellation and issued new card

*Conducted wire and account transfers

Connexion Point

Communication Healthcare Specialist/PDF Coordinator

July 2016 to May 2018

*Answered and responded to inbound calls

*Provided answers to medical and pharmaceutical programs for perspective customers

*Resolved customer complaints/concerns regarding previous customer contact

*Conducted clerical duties

*Performed customer follow up

*Classified all calls and grouped them into applicable categories leads/responses

*Instructed agents in Utah, Texas, Florida on proper enrollment procedures

*Counseled agents on company policy

*Actively participated in team building events/programs

*Enrolled customers into Medicare programs

*Accomplished minor custodial duties

*Performed end of day security checks

*Conducted quality assurance reviews

*Trained newly incoming employees and staff

*Ensured patient privacy in accordance with HIPAA regulations

*Key player in implementing Secret Shopper Program

*Ensured compliancy in handling of all PDFs

*Input all BRCs and entered in all pertinent information for follow up procedures

*Maintained intra-agency correspondence (electronically and hard copies)

LG Resources/Elwood-Temp Agencies

Production Worker

March 2015 to July 2016

*Prepared food adhering to strict health regulations

*Packaged product in accordance with local and state procedures

*Loaded pallets

*Moved inventory

*Performed quality control measures

*Conducted janitorial tasks

*Adhered to strict safety procedures

Baskin Robbins/Base Coffee Shop/Arby’s/AAFES (Army Air Force Exchange Services)

AAFES Associate

March 2013 to March 2015

*Prepared food adhering to strict health regulations for military and civilian population

*Performed opening and closing procedures

*Resolved customer complaints and issues

*Conducted janitorial tasks

*Completed cash and credit transactions

*Created and decorated cakes for all occasions

*Performed daily reconciliation of sales

*Assisted in maintaining adequate stock and supplies

*Aided local and base security with asset protection and loss prevention

Kaysville Family Dollar

Assistant Supervisor

April 2012 to October 2012

*Performed opening/closing procedures

*Resolved customer complaints

*Added and rotated product inventory

*Completed cash and credit transactions

*Performed daily reconciliation of sales in relation to funds on hand

*Educated new employees

*Conducted janitorial tasks

*Took initiative and developed new product line/packaging leading to increased sales

*Ensured that local, state, county laws were followed and adhered to

*Recognition from local law enforcement and corporate for afore mentioned efforts

Dr. Ray Morris Family Practice

Steven’s Henager Externship

July 2009 to August 2009

* Performed Blood Draws

* Manned phones using proper phone etiquette

* Conducted Diagnostics (weight, height, temperature, blood pressure, respiration, pulse)

* Administered urinalysis procedures

* Administered EKG

* Ensured patient privacy in accordance with HIPAA regulations

* Called in prescriptions to local pharmacy

* Maintained extensive file maintenance plan containing patient data and billing info

* Greeted patients and provided vital information

* Administered several early warning tests crucial to patient health and wellness

* Prepared and sanitized examination rooms prior to patient arrival

Send Out Cards

Sales Kit Distributor

February 2007 to July 2009

* Ensured daily production quota requirements were met

* Coordinated shipping and production

* Provided final product quality control

* Arranged special events for departments throughout the organization

* Conducted training for new employees

* Prevented single point of failure by acting as back up operator in critical positions

Harmon’s Grocery Store

Customer Service Representative/Stocker

April 2003 to February 2007

* Served as head cashier for night shift

* Added products and rotated inventory

* Performed cash and credit transactions

* Ensured cash on hand was available and properly accounted for

* Managed inventory control and placed orders as needed

* Guaranteed product quality assurance

* Performed loss prevention duties

* Resolved customer disputes

* Utilized proper phone procedures to handle customer questions and comments

* Educated new employees

* Enforced state and local laws regarding sales of alcohol and tobacco

* Provided store services and assistance to elderly and disabled customers

Blockbuster Video

Customer Service Representative

April 2002 to April 2003

* Ensured each and every customer was greeted in friendly and respectful manner

* Created accounts for new customers

* Performed cash and credit transactions

* Assisted in inventory control for several thousand video titles

* Marketed company specials

* Settled customer account disputes

* Executed minor janitorial duties

* Utilized proper phone procedures to handle customer requests and comments

* Notified individuals of delinquent account status

Crown Burger

Cashier/Food Preparer

May 1999 to April 2002

* Performed cash and credit transactions

* Received orders via Drive Thru

* Accepted orders via Phone

* Cooked and prepared assorted menu items

* Trained incoming employees on job related tasks

* Ensured state and local health/safety standards were followed

EDUCATION/TRAINING DATE ATTENDED

Stevens-Henager College March 2007-July 2009

Associates Degree in Medical Assisting

AAFES Instruction May 2013

Loss Prevention/Anti-Terrorism Training

SKILLS AND AWARDS

Knowledgeable on Microsoft Office

Extensive knowledge regarding Medicare policies

Able to type over 35 words per minute

Skilled in working with children

Educated on proper phone etiquette

Performed software installation

Trained on Microsoft Excel

First-hand experience in maintaining file system and correspondence

Created Power Point Presentations

Trained on state and local health and safety regulations

Skilled in animal husbandry

Experienced in HIPAA and privacy regulation regarding patient information

Received advanced training in first aid and CPR

Experienced working with individuals possessing physical and mental disabilities

Literary works published

Awarded employee of the month while employed at Send Out Cards

Awarded employee of the month while employed at Blockbuster Video

Awarded employee of the month while employed at Connexion Point

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