Customer Service Specialist
Resume:
Tracy Sloan
**********@*****.***
PROFILE
Results-oriented professional with over 10 years of experience in customer service and supervisory roles within the healthcare and service industries. Demonstrates strong leadership capabilities, excels in resolving complex issues, and consistently meets and exceeds performance goals. SKILLS
• Expertise in healthcare benefits: HMO, PPO, COBRA
• Proficient in MS Excel, Word, Google Suite
• Exceptional communication and phone etiquette
• Ability to explain complex issues clearly to diverse audiences
• Scheduling and Performance reviews
WORK EXPERIENCE
Pharmacy Benefits Specialist
Select Health, Murray, Utah
November 2022 – Present
• Addressed escalated issues from pharmacies, providers, and members regarding pharmacy benefits and pharmacy claims.
• Achieved high satisfaction ratings through proactive one-call resolutions.
• Utilize knowledge of coinsurances, copays, deductibles, and authorization requirements to support inbound inquiries via multiple communication channels.
• Provided professional coaching and training for team members.
• Demonstrated knowledge of Medicare, Medicaid, CHIP and FEHB benefits for clients. Customer Service Specialist
Angle Health, Salt Lake City, Utah
June 2021 – May 2022
• Managed customer complaints and mitigated dissatisfaction with timely solutions.
• Provided exceptional service to retain customers and drive sales.
• Guided members through health insurance usage, including provider changes and prescription authorizations.
• Handled open enrollment inquiries and benefit options, leveraging comprehensive understanding of health insurance terms.
Customer Service Specialist
Sutter Health, West Valley City, Utah
November 2018 – June 2021
• Addressed and resolved customer complaints, enhancing retention and satisfaction.
• Achieved high satisfaction ratings through proactive solutions.
• Fostered a positive work environment adhering to company policies. Warehouse Supervisor
Falcon Fulfillment, West Valley City, Utah
June 2017 – October 2018
• Supervised shipping, receiving, distribution, and workplace safety.
• Managed employee performance and provided mentoring to improve efficiency.
• Maintained high standards of accuracy and timely daily operations. Customer Service Specialist
Zagg, Sandy, Utah
November 2015 – June 2017
• Ensured customer satisfaction with strategies focused on needs resolution.
• Managed high volumes of customer calls, minimizing wait times.
• Provided attentive assistance to customers, addressing specific needs. Food Service Manager
Maverik Country Store, Midvale, Utah
May 2013 – October 2015
• Ensured compliance with food safety and quality standards.
• Managed inventory levels and staff training.
• Set and enforced performance standards to maintain high customer satisfaction. Customer Service Specialist
Aetna, Taylorsville, Utah
September 2005 – April 2013
• Resolved customer complaints to enhance satisfaction and retention.
• Achieved high satisfaction ratings through effective problem-solving.
• Surpassed performance goals with resourceful and organized approaches. EDUCATION
High School or Equivalent
Salt Lake Community College, February 1992
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