Customer Relations Champion, Quality Assurance Specialist

Scott Genn

*** * **** ***** #*

Hollywood, FL ***21

Phone: 954-***-****

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

Professional Experience:

Nurx 1/2019 - Present

Quality Assurance Specialist. 2020 - Present

●Audit CCA messages, phone calls, chats.

●Track performance trends, reporting compliance violations, point out areas of improvement for individual agents and teams.

●Weekly data reporting and highlighting areas of concern, assisting with training and coaching.

●Collaborate with team to improve CCA process and raise overall patient satisfaction.

●Respond to patient complaints and resolving issues when necessary.

●Provide coaching/feedback to managers and Team Leads to help agents understand improvement areas and how to better meet and exceed quality metrics moving forward.

●Analyze overall quality trends and report to Operations management.

●Respond to CCA inquiries on SOPs and Nurx policies.

●Communicate with key stakeholders to recommend improvements to systems, processes, and procedures to increase productivity and reduce cost.

●Identify common customer issues with a goal to improve customer experience and help standardize communication processes.

●Be a knowledge source for assigned Ops members on quality procedures, scoring standards and quality metrics.

●Perform other miscellaneous duties as assigned, e.g., participate in meetings with Management to discuss performance goals and business needs, track quality scores and trends, participate in workshops and training.

Customer Care Agent, 1/2019 - 2/2020

●Assisted potential and current patients with account updates, insurance issues, pharmacy order processing, medication scheduling, and provided medication information via phone calls, emails, and live chats.

●Communicated with insurance companies, pharmacy partners, care providers, HIPPA regulations, high level of service above all.

●Troubleshooted shipping logistics associated with prescription delivery and Advocate on Nurx patient’s behalf with insurance companies and pharmacies.

●Anticipated potential challenges that a user might experience and collaborate with them and peers to improve the end-to-end customer experience.

●Provided concierge level support ensuring patients have a positive support experience.

●Other duties as assigned.

Chewy 11/ 2017 - 1/2019

Customer Service Representative

●Assisted customers with account creation, product selection and order processing via customer phone calls, emails, and live chats.

●Maintained a level of award-winning service in a fast-paced call center.

●Assisted pharmacists in the practice of pharmacy, in accordance with state, federal, and company policy.

●Interacted with customers via inbound calls, outbound calls, emails, and other communication platforms.

●Made and received inbound calls to veterinary offices to resolve customer discrepancies.

●Entered pet and drug information into our pharmacy system, ensuring information is entered correctly and efficiently.

●Adhered to Company policies and procedures in relation to pharmacy errors and the Quality Improvement Program.

●Reported immediately, prescription errors to leadership and/or a pharmacist on duty.

●Complied with all company policies and procedures.

●Created and maintained respectful relationships with coworkers.

●Completed special assignments and other tasks as assigned.

Software Used: Windows-based OS, Oracle, and proprietary Back Office software.

Broward Center for the Performing 10/2010 - 5/2012

Production Assistant

●Responsibilities included setting up audio and lighting for meetings, performances, etc.

●Supervised crews during performance, load in/out, payroll and any other requested and required duties.

●Knowledge of Audio and Video equipment including projectors (Hitachi, BENQ, InFocus LP640), Lighting, Wireless Microphone programming, etc. Light and sound technician, light rigging, sound system installation, strike, light/sound board operation, set construction for various in-house events.

Advanced Productions Entertainment, Inc 01/2007 - 01/2008

Sound Operator, Event Manager

●Sound operation and Stage Manager for Nikelodeon Productions produced “Diego’s Discovery Den” show at Miami Metro Zoo and on-site events manager for multi service events company.

●Duties included, sound equipment maintenance, running sound for show, cast supervision, event coordinating, troubleshooting.

GableStage 09/2007 - 5/2012

Assistant Stage Manager

●Duties included communicating with actors and production staff, acted as liaison between the Stage Manager and Artistic Director.

●Ran errands, coordinated line readings, running crew, assisted Technical Director in all aspects of production, managing stage crew, scheduling tech rehearsals, other essential duties.

Education

New World School of the Arts-Miami, Florida

Bachelor of Fine Arts- Theatre

Technical Proficiencies: Microsoft Office, Word, Excel. Google Suite, Oracle, POS Systems Typing-50WPM

Skills

Audio/Video equipment installation and operation, computer literate, strong knowledge of English language and grammar, voice talent, copywriter, detail oriented, sales experience, cash handling, management experience, excellent people skills.

References Available Upon Request

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