Social Media Service Rep

Kanisha Puckett

Customer Relations

Dallas, TX

************@*****.***

Cell 469-***-****

Responds Faster With Email

Authorized to work in the US for any employer

I’m a self- motivated individual that has the ability to use multiple computer screens and programs while assisting customers. I pride myself on providing the best service with a warm and optimistic disposition. Work Experience

Childcare OVERSEER – Dallas, Texas

• Managed children activities and instructed children’s courses

• Support teachings and learning centers

401K Specialist

Fidelity Investments - Westlake, TX

March 2021 to June 2024

● Assisted incoming participants with locating, managing, and opening and closing, transfer their 401K accounts for prior, current, and future along with other retirement accounts associated with their employers.

● Located and tracked payouts and a large sum of money transfers between employers for incoming calling participants.

● Escalate and De Escalate incoming participants regarding their personal and employers 401K and retirement accounts.

● Transferred and authenticated All incoming participants, if they weren't in my current accounts that I specifically managed and to AT-RISK for failed authenticated calls.

● Utilized several different systems, with screen monitors and companies system programs. Patient Service Rep/Mail Order Pharmacy

McKesson Pharmacy-Randstad (Remote) - Irving, TX

August 2020 to November 2020

• Answered patient calls to coordinate and process new patient medication orders and reorders • Receive and assist with a high-volume of inbound calls from patients, pharmacies and/or providers and or de-escalate calls • Transmit prescription orders to pharmacies verbally and/or electronically in a timely manner • Processed orders for shipping

• Entered prescriptions into the computer system

• Verified correct PBM on patients account

• Contacted doctor's offices and insurance companies to ensure the accuracy of our patient's specialty medication orders

• Maintain confidentiality of issues and adheres to all applicable regulations, including HIPAA. • Manage daily task list to meet department performance metric goals

• Maintain detailed and accurate case documentation in admin system, including description of issue and resolution

• Tracked shipments of patient medication

• Familiar with Drop-Ship, Script Med, Skype, Zoom, Google Teams, Beeline, Verint, Five9 Investment Advisor Service Rep

IPS- State Farm/Randstad Staffing - Richardson, TX May 2019 to July 2020

• Assisted clients with navigations of their investment accounts and setting up their portfolio • Answer phone calls and emails as it relates to advisor inquiries

• Offer insight to Product, Marketing, and Engineering teams to help build a better product • Provide knowledgeable, objective finance & financial planning guidance and customized financial strategies to consumer segments that demand high quality services

• Analyze financial and investment information obtained from clients to determine strategies, products and services to help clients meet their financial and investment objectives

• Build and maintain client financial and investment plans and up-to-date and acquire new clients on an ongoing basis

Genpact- Richardson, TX

Social Media Analyst

Genpact - Richardson, TX

March 2018 to March 2019

• Manages and executes social media content on several different platforms

• Conduct various types of social media and background investigations; utilizing social media research, public record research and third-party databases to build leads and assist with investigations • Researched and resolved all issues related to spam, account takeover and terms of service violations. • Able to manage internal escalations received for fraud and all other disputes • Remained up to date on key workflow changes, operational guidelines and policy updates • Effectively identify problems and issues by performing relevant research using the appropriate tools • Identify and analyze social care trends and relevant community metrics

• Monitor day-to-day and promoted posts social media efforts on all social channels • Maintain and promote a positive attitude while meeting productivity and quality goals Campus Box Sales Rep

All Goods LLC - Grand Prairie, TX

July 2017 to February 2018

• Assisted High School Student with Networking is an organization that instructs students in all areas of the broadcast industry to become the next generation of media professionals

• Managed outbound calls to businesses and organizations for different fundraisers for high school sports teams, such as SPN, Varsity, and Campus Box

• Answered phones and responded to general telephone inquiries, and transferring callers to the appropriate party • Greeting callers, campus visitors, students, faculty, staff and the general public in a courteous, friendly, and professional manner.

• Filed documents, made copies and ran errands

• Cashiered events

• Maintained confidentiality of students privacy as required by department policy and procedure Registered Pharmacy Tech Trainee

CVS Caremark - Richardson, TX

December 2015 to February 2017

• Assisted customers and patients with over the phones questions and issues

• Filled, filed and typed in prescriptions

• Uploaded, verified and billed patient's insurance

• Identified patient's insurance benefits, co-pays and deductibles

• Transferred prescriptions and requested refills for patients

• Processed patient charges and transactions

• Notified doctor's office if Prior Authorization is needed

• Reported prescription errors to pharmacist on duty and adheres to Company policies and procedures in relation to pharmacy errors and the Quality Improvement Program

• Familiar with Excel, Word, Outlook, Windows, Microsoft, PowerPoint, Internet Explorer, Spreadsheet, 45 WPM

Education

Associate's

Degree in Pharmacy Technician

Bryan University - Remote

September 2023 to Ongoing

High School Diploma

Skyline High School - Dallas, TX

August 2010 to May 2014

Skills

• Customer service (10 years)

• Financial Planning

• Scripting (2 years)

• Medical Office Experience

• Pharmacy Technician Experience

• Prior Authorization Experience (3 years )

•SQL

• Fundraising

• XML

• MySQL

• Microsoft Office (10+ years)

• Microsoft Word (10+ years)

• Microsoft PowerPoint (10+ years)

• Microsoft Outlook (10+ years)

• Microsoft SQL Server (10+ years)

• Typing (10+ years) 40 WPM

• Organizational Skills (10+ years)

• Customer Service (10+ years)

• Medical Terminology (8 years)

• Medical Office Experience (4 years)

• Pharmacy Technician Experience (5 years)

• Medical management (2 years)

• Customer support (10+ years)

• CRM software

• APIs

• JavaScript

• Java

• User Interface (UI)

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