Christine Nicole Smith

**** ********* ******, ***** *******, IL 60064

1-224-***-**** adpyol@r.postjobfree.com

PROFESSIONAL EXPERIENCE

Stericycle, Inc., Bannockburn, IL - 60015 - Contact Center Phone Representative October 2020- June 2021 / Contact Center Phone Representative Sr. June 2021 - Present October 2020 - Present

● Maintain excellent courtesy and tact with members (Excellent Customer Service) when assisting with online inquiries, etc.

● Resolve concerns with urgency and accuracy, and escalate member concerns to appropriate supervisors when necessary.

● Utilize excellent communication and multitasking skills, respond timely to customer inquiries and process requests, according to established standards with attention to style, tone, and manner of communication, received through the automated phone system, email, web, or mail regarding inquiries on invoices, payments, and collections as outlined by the Customer Service Supervisor, positioning Stericycle products and services to customers. Must be able to re-search customer issues and find workable solutions

● Collaborate ideas with departments to increase efficiencies and effectiveness of customer needs

● Perform necessary record keeping activities

● Perform other duties and responsibilities, as assigned

● Under immediate direction, maintain sound customer relationships by handling questions and concerns with speed, accuracy and professionalism

● Providing timely responses based on customer inquiries up to and including scheduling of pick-ups, billing, payments, product orders, etc., and all other aspects of a customer's needs.

Consumers Cooperative Credit Union (CCCU/CCU/Co-Op), Gurnee, IL - 60031 - Contact Center Phone Representative

October 2018 - August 2020

● Maintain excellent courtesy and tact with members (Excellent Customer Service) when assisting with online inquiries, etc.

● Resolve concerns with urgency and accuracy, and escalate member concerns to appropriate supervisors when necessary.

● Cross sale credit union products and services, in order to meet established service and sales goals

● Maintains and reviews personal productivity reports, and performs other duties as assigned

● Assist members and potential members with their written, online request, explain and sell services, respond to inquiries and problems, and direct messages to the appropriate area when further, more advanced assistance dictates

● Collaborative with internal and external business partners to provide solutions by taking responsibility for following through and bringing outstanding issues to closure on the initial contact with the participant. Mariano's, Gurnee, IL - 60031- Licensed Certified Lead Pharmacy Technician January 2016 - March 2018

● Data entry

● Product dispensing

● Adjudication

● Contact prescribers/insurance verification (Inbound/Outbound communication)

● Maintained Inventory

● Maintain a clean work area

● Great customer service

● Identifying issues / Problem solving

General Nutrition Center (GNC), Gurnee, IL - 60031 - Sales Associate February 2016 - August 2017

● Great customer service

● Advising healthier lifestyles

● Opening/closing procedure

● Cleaning

● Manager operations

● Identifying issues / Problem solving

MARIANO’S, Gurnee, IL - 60031 - Cashier/General

June 2014 - March 2018

● Customer service

● Maintain clean and organized work area

● Excellent Organization

TEMPORARY/CONTRACTING

● Production Specialist - 60031 - (Assembler of Covid Test Kit) September 2020 - October 2020

Performs work required for the assembly of components, devices and/or the final product with supervision

Performs routine work in all production areas with limited supervision

Ensures quality of product using standard operating procedures, templates, training and supervision, and good judgment

Must perform all duties in a professional manner and work as a member of a team

May be subject to call back or extended hours as required

● Dovenmuehle Mortgage Inc. - 60047 (Customer Service) September 2020

Answer complex customer inquiries concerning all aspects of loan servicing

Task each department with the appropriate research requests or inquiries that cannot be handled by telephone

Present a positive and professional demeanor at all times

Represent "Private Label" clients by using their organization name correctly while interacting with their customer base

Maintain knowledge base of current practices, procedures, and policies for each department within loan servicing

Maintain knowledge base of current practices, procedures, and policies for each Private Label client

Document all customer contact on both SER1 notes and the call work code system

● Alliance Rx (Walgreens Prime) - 60015 (Patient Care Coordinator) August 2020

Contact prescribers/insurance verification (Inbound/Outbound communication) Data entry

Product dispensing

Adjudication

Great customer service

Identifying issues / Problem solving

● AbbVie, Abbott Park, IL - 60064 (Specialty Pharmacy/Duopa Lead Pharmacy Technician) August - September 2018

Contact prescribers/insurance verification (Inbound/Outbound communication) Data entry

Product dispensing

Adjudication

Great customer service

Identifying issues / Problem solving

● Conney's Pharmacy, Winnetka, IL - 60093 (Independent Pharmacy/CPhT) June

- August 2018

Data entry

Product dispensing

Adjudication

Contact prescribers/insurance verification (Inbound/Outbound communication)

Maintained Inventory

Maintain a clean work area

Great customer service

Identifying issues / Problem solving

● CVS Specialty, Mount Prospect, IL - 60056 (Specialty Pharmacy/Pharmacy Benefits Manager) May - June 2018

Contact prescribers/insurance verification (Inbound/Outbound communication) Data entry

Product dispensing

Adjudication

Great customer service

Identifying issues / Problem solving

● MacRx, Des Plaines, IL - 60018 (Long Term Care Facility/Fulfillment CPhT) April - May 2018

Product dispensing

Customer service

Maintain clean and organized work area

Excellent Organization

● MARIANO’S, Buffalo Grove, IL - 60089 (Front End Lead/General) - October 2021- January 2022

Customer service

Maintain clean and organized work area

Excellent Organization

Maintain/manage the front end

EDUCATION AND TRAINING

Waukegan High School- Waukegan, IL - High School Graduate Graduate with honors and college AP courses (2015) College of Lake County- Grayslake IL (Present) - Certificate in Pharmacy Tech - Some College (Present)

COMMUNITY SERVICE

The Boys & Girls Club (4H / Girl Scout)

Waukegan Township / Waukegan Dance Team

Pure Love International (In extension to Uganda)

SKILLS

● Strong decision-making abilities

● Customer service expert

● Inventory control familiarity

● Strong organizational skills

● Active listening skills

● Energetic and positive attitude

● Opening/closing procedures

● Identifying issues / Problem solving

● Having knowledge of HIPPA & HIPAA / OSHA

● First-line contact

● Multitasking

● Professionally handle a high call volume

Systems

● Excel

● All Microsoft softwares/Excel/PowerPoint

● Fiserv

● McKesson

● LSP

● MSP

Contact this candidate