TASHONDA BRYANT

adc3g4@r.postjobfree.com

*** ***** ***** *********, ** 34743

407-***-****

PROFESSSIONAL SUMMARY

Management professional effective at building highly-motivated teams, as well as leading cross-functional teams in a fast paced environment. Customer service professional dedicated to effective team management

EXPERIENCE

CVS Pharmacy 6251 Chancellor Drive, Suite 101 Orlando, FL 32809

Client Services December 2015 – Present

Investigate and resolve customer inquiries and complaints in an empathetic manner

Cross train and backed up other customer service managers

Adhered to all confidentiality requirements at all times

Met all customer call guidelines including service levels, handle time and productivity

Solved unresolved customer issues

Facilitated inter-departmental communications to effectively provide customer support

Provided accurate, specific and timely performance feedback for CSR’s

Followed-through on all critical inter-department escalations to increase customer retention rates

Adapted effectively to unpredictable situations within the work setting

Obtained advanced knowledge in customer service skills

Communicated internally and externally with clients to assist with plan administration and design questions.

Set developmental goals of personal growth to continually expand personal communication skills with all clients.

Utilized opportunities afford to me to be trained on other areas different then my primary focus.

Worked with Third Party Administrators on plan questions, coding, and administration.

Handle medical appeals from beginning to end, collect documents for strong case

Contact necessary parties to create case.

Curascript Pharmacy 6272 Lee Vista Drive, Orlando FL 32822

Customer Service Specialist III October 29 2008-2015

Responded promptly and answered/resolved customer inquiries and complaints.

Investigated and resolved service issues and/or product problems.

Managed customers’ database accounts, performed customer verification and processed applications, orders and requests.

Worked with administration: forwarded requests and unresolved issues to the designated resource by communicating and coordinating with internal departments.

Kept records of customer interactions and actions taken, including – transactions, comments, inquiries and complaints.

Supplied customers with written responses and information and followed up on customer communications.

Verify insurance eligibility for services provided

Verify insurance eligibility for all accounts with questionable status or billing addresses

Perform price negotiations and discounts related to collections

Identify patient resources pertaining to reimbursement

Inform patients of financial responsibilities as stated by insurance company

Review and audit accounts from aging reports for missing payments

Collect reimbursement for billed and aged accounts

Process daily correspondence to successfully appeal third-party carriers

Document all pertinent communication with patient, physician, insurance company as it may relate to collection procedures

Submit adjustments to account receivable register

Correct errors, reimbursements for accounts, and resolve billing issues

ACHIEVEMENTS

Evaluated changing factors frequently to achieve high customer satisfaction level.

Analyzed statistics and other data to determine the level of customer service performance achieved by the team.

SKILLS

Exceptional interpersonal communications

Customer Relationship Management Software

MS Office Expert

Process improvement specialist

Customer Focused

Microsoft Outlook, Word and Excel

Adhere to high customer service standards

EDUCATION

Goose Creek high school

1994 Business Management

4.0 GPA

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