Customer Service Team Lead

Diana Ross *********@*****.***

*** * **** ** #**** 816-***-****

Red Oak, TX 75154

Objective

To grow with a company that is moving forward, a company that will allow me to use the skills that I already have in customer service and problem solving. Looking forward to further my education in office skills to enhance my skills and be more effective for the company.

Skills/Qualities

Attentive to all customers internal and external with a positive attitude

Project Professional mannerism always in work environments

Process transactions in a timely and professional manner.

Work Experience

Veterans Government Services

09/2020- current

In this position I started as a CSR, my position was to assist with the caller’s insurance plans, claims, benefits, copays and assist with providers concerns as well. After my initial training and when my metrics were on track, I was promoted to Team Lead. My current position is a supervisor. As a Team Lead, I was taking calls from other CSR’s that needed assistance with their calls. Once I became a supervisor, I currently have a team of 18 to 23 agents that I must monitor and do weekly reviews for. I verify their worked hours daily and review payroll before the end of each pay period. My additional duties are to attend meetings, complete weekly and daily reports and assist my agents to meet company requirements monthly.

Manpower

04/2020

In this position I was able to work with the department of labor to enroll and assist people calling to enroll or secure unemployment benefits, this was a very rewarding remote position even though it was a temporary position.

Covance Clinical Trials

07/2019-01/31/2020

1341 W Mockingbird Ste. 200E

Dallas, Texas

My responsibility with this company was to assist the participants that called in or assist callers that we returned calls to. I was able to learn more about the old and new clinical trials that we had to offer. I was required to provide information on the trials, the length that they would have to stay on site, the amount of the composition that they would receive if they were chosen for the trial. Our job also was to schedule them to come in for screening to see if they would be acceptable to participate in the study that they had chosen. All notes on each profile had to be clearly documented and legible for the other recruiters, doctors and nurses to understand.

AmerisourceBergen

09/2018-03/2019

5205 Plano Parkway

Carrollton, TX

During my time with this company my responsibility was to take inbound calls from customers that needed assistance with placing orders for the retail pharmacies, extended stay facilities and rehabilitation facilities. It was my job to place the orders in a timely manner so that they were able to service the customers in the same manner. If there were refunds to be sent to them, it was my job to send this information to the correct department to have this completed. I used my skills to deescalate situations as well as forming a relationship with the customers. During my time there, there were changes in the quality control department. I became the top agent in the department by receiving high scores each month and certificates.

PharMerica (Cornerstone Staffing)

04/2016-02/2017

230 Westway PL.

Arlington, TX.

Customer Service Representative

While in this temporary position with this company I had the opportunity to form relationships with the customers that would call on a regular or occasional basis to place medication orders for the facilities. When there was a billing issue it was my responsibility to resolve the issue and if a refund or rebilling

needed to be issued this matter was completed. If there were any follow-up calls needed with the customers, I would set a reminder on my calendar to call them back at the time promised. I would communicate with the nursing staff, medical doctors, pharmacists and administrators.

Optum RX

10/2011-2015

6800 W 115th ST.

Overland Park, KS.

Sr. Customer Service Representative

In this position with Optum RX, my job was to assist the customers in placing refill orders, assist the nursing staff and medical doctors with getting refills sent to the pharmacist. I was assigned to special projects within the company to come up with more efficient ways that we would be able to assist the customers. I was able to work from home sooner than the normal 1-year requirement, I was able to accomplish this in less than 6 mos. During my time working from home as a Customer Service Representative I was promoted to a Subject Matter Expert. I would still take calls from the customers when they became escalated, and the floor reps weren’t able to resolve the issue. This position allowed me to work with internal and external customers. The most rewarding thing about this position was my opportunity to work closely with the client service managers to learn all aspects of the job.

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