Service Representative Customer

Objective

Utilize leadership skills to leverage my strengths to meet department goals and requirements.

Experience

Pharmacy Finance Representative

January 2021 – December 2021

Humana Pharmacy, Phoenix, AZ

Evaluate consumer prescription orders and render appropriate approval or decline decisions within credit policy and regulations.

Placing emphasis on response time, quality and quantity of orders processed while approving, cancelling or setting up a payment plan to release the request.

Proved sales, service and communication related to the transactions directly to the customer.

Finance Analyst

January 2020 – December 2020

Home Depot, Tempe AZ

Provide quality customer service experience by exceeding department standards and acknowledging customer expectations by answering questions concerning declined, delayed, overcharged and misdirected orders. Negotiate and proactively provide solution and a payment plan to release pending orders. Process pending orders while placing emphasis on response time and delivery dates.

Credit Analyst III

June 2012 – February 2020

Bank of America, Phoenix, AZ

Perform financial analysis, evaluate credit applications and credit reports to determine the degree of potential risk with extending credit. Mitigate credit risk through ongoing analysis. Communicate related credit and risk activity to the customer. Effectively utilize appropriate tools and procedures to confirm fraud applications.

Frontline Leader

March 2008 - July 2010

Humana/Right Source Rx, Tempe, AZ

Lead a team of 20 Associates who provide customer service for Prescription Mail Order Members. Monitor associates’ performance and coach to drive results. Ensure all associates are accountable and adhere to the policies and procedures of the business. Coordinate efforts with other departments to resolve escalated issues to better the customer’s experience with Humana. Educate members and providers on administrative procedures. Review and adjudicate prior authorization requests telephonically. Conduct interviews and screen applications for potential hire. Perform monthly reviews and administer discipline warnings.

Fraud Team Lead

June 2003 - June 2005

JP Morgan Chase

Ensure all associates are accountable and adhere to the policies and procedures of the business. Conduct interviews and screen applications for potential hire. Perform monthly reviews and administer discipline warnings.

Fraud Investigator

June 2002 - June 2003

JP Morgan Chase

Utilize investigative techniques, probing and fact-finding questions to interview cardholders and merchants to determine the legitimacy of a fraud claim. Arrange restitution when possible.

Customer Service Representative

June 1996 - June 2002

JP Morgan Chase

Analyze, discuss and resolve financial and non-financial aspects of accounts in a fast passed on-line environment.

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