Call Center Customer Service

Mark A. McLean

Cary, NC 919-***-**** *******@***.***

Career Summary

Versatile and personable professional with more than 15 years of experience managing accounts, supervising teams, and delivering exceptional customer service. Proven record of contributing to companywide process improvements through staff training and. Expertise in customer satisfaction, quality assurance, cross-functional collaboration, and regulatory compliance. Demonstrated history of identifying strategies to ensure achievement of KPIs. Technically proficient in Salesforce, Five9, SAP, and Ability. Create and maintain all methods, models, attributes, and workflows in allocation tool to ensure strategies are being executed correctly.

Customer Service Standards

Reporting and Analysis

Regulatory Compliance

Relationship Building

Proficient in de-escalations

Team Supervision and Leadership

Sales and Account Management

Cross-Functional Collaboration

Staff Training and Development

Experience in open enrollment.

Allocation of

Adverse Events

Performance Metrics

Quality Assurance Measures

Documentation Management

Experience in health and welfare.

PROFESSIONAL EXPERIENCE

McKesson

08/2022 – 12/2022/contract

Supervisor

Manages and develops non-exempt direct reports (Pharmacy Technician associates)

Responsible for recruiting, hiring, on-boarding and training new employees.

Promotes on-going development of team through coaching, mid-year and annual performance evaluations.

Responsible for departmental budget, analyzing volumes, direct costs and adjusting to meet goals.

Meet/exceed metrics and deadlines established by program SLAs

Manages external and internal service compliance; identify risk/compliance opportunities; supports assessment and mitigation of identified risks; responsible to corporate risk and other compliance functions.

Conducts root cause and trend analysis and develops process improvement for all key aspects of this position.

Work with team to implement creative solutions to daily workflow problems and temporary labor shortages

Develop and maintain a team with a passion for customer service and ongoing quality improvement.

Maintains program SOPs, exceptions processes, workflows, scripting, training and reports.

Maintain compliance to all applicable state and federal regulations.

Participates in Program Quarterly Business Reviews

Experience in a high-volume processing center

Experience in coaching and development of teams

Ability to analyze operational data and recommend strategies

Experience in program implementation, maintenance, and restructure

Strong problem solving and decision-making skills with the ability to effectively handle multiple priorities in a changing environment.

Management of Key Performance Metrics

Marken

03/2022 – 06/2022- Contract

Client Relationship Manager

To provide a consistently high level of service to a customer through the provision of a dedicated central point of contact for Service Management and problem resolution.

Main Duties and Responsibilities

Develop excellent working relationships and communicate courteously with the customer in order to influence the achievement and maintenance of service performance and encourage new business with existing clients.

Advise customer latest booking times and documentation required. Booking and processing shipment requests within Marken’s internal database and Generating and verifying shipping documentation.

Work in a cross functional capacity to ensure the activities related to various entities fit with customer requirements and Marken Network Guidelines, policies and procedures.

Manage special requests from the customer for increased and enhanced levels of service or monitoring of shipment progress.

Manage and find resolution with any internal/external client reported complaints, closing out assigned CAPAs in an efficient and time critical manner. Escalating as and when necessary to the Branch Manager and Regional Director.

Attend meetings with the client as deemed necessary to discuss account status and relevant service issues and concerns.

To ensure a good level of understanding and knowledge of the Marken organization, products and services, ensuring that customer queries can be dealt with accurately and appropriately.

Answering and dealing with general telephone and e-mail requests from external customers and internal offices/agents.

Working with all departments, to develop and implement solutions for new business requirements in accordance with Marken Guidelines.

To be commercially aware, dealing with internal and external customers to increase business profitability.

To build and maintain strong relationships with all internal departments and work as part of a team.

Contributing to development and implementation of global and regional regulatory functions for clinical trial supplies.

The ability to evaluate and understand the process for the distribution of Clinical Trial Supplies from the approval to ship process to final delivery.

Proactively track and trace shipments, monitoring all inbound and outbound shipments on daily basis to ensure that shipments are delivered within agreed time frames delegating as and monitoring activity as necessary.

Identify weak shipping routes in terms of service expectation and profitability

Biogen

10/2020 – 02/2022

Sr Case Manager

Take the lead in facilitating access to therapy utilizing our neurology products. Patient base includes both newly diagnosed and existing Alzheimer s patients.

Daily interactions involve contact via phone with health care providers. Biogen field representatives, business service partners, nursing services and other internal work group partners.

Proficient with Salesforce, Trackwise, AgDispatch CoverMyMeds, SalesForce and many other applications in order to be proficient in my role as a Senior Case Manager

Trial card

07/2018 -10/20201

Case Manager/ Field and Specialty Pharmacy Liaison

Responsibilities:

Establishes relationships, develops trust, and maintains rapport with field support team; acts as an assigned liaison to client contacts

Backup for the Specialty Pharmacy Liaison. Reviewed pharmacy prescriptions before I submitted them electronically via the company’s application. Followed up with the pharmacy on a daily basis to ensure Rx was submitted and approved..

Serve as an advocate to field sales force and healthcare providers regarding insurance coverage, medical billing, reimbursement process, and general access for complex pharmaceuticals.

Keeps the program management abreast on all aspects of field communications and escalations

Assistance to key accounts to help overcome access barriers for client stakeholders

Educate on and represent patient support programs to internal and external stakeholders including sites of care and client sales and field support team

Communicates and coordinates with inter-departmental stakeholders to resolve program specific escalations, conflicts and/or questions

Participate in cross functional field advisory board meetings

Proactively identify potential areas of opportunity or risk based on escalation trends and collaborate with program management and field team to resolve

Ability to perform thorough insurance benefit investigations, communicate insurance coverage to patients and providers, guide and follow up on prior authorizations, and assist with appeal processes

Assist with insurance benefit investigations, and triage cases according to program standard operating procedures.

Assisted in writing the SOP for the Field Sales Liaison position.

Review documents submitted by Physicians, their staffs and also Case Managers. Insure documentation is correct via HIPAA regulations

Co-wrote the SOP for the position of the FSL role and created email templates that were approved by the client and partners within compliance.

Involved in weekly meetings with the client to discuss operations and team performance.

Document, and report an Adverse Event, even if the results/outcomes are not adverse (negative) in nature. Examples include, but are not limited to conception, pregnancy, and lactation while taking a medicinal product, lack of effect, loss of intended effect, worsening of underlying symptoms, overdose, abuse, misuse/dependency [,off-label use, unexpected therapeutic benefit, unexpected clinical benefit, medication error, occupational exposure, gender restrictions, age restrictions, dosing that falls outside established therapeutic and safety guidelines, etc.

I also report any complaint regarding the physical properties of a

drug, product, or device. This includes any written, electronic, or oral

communication that alleges deficiencies related to the appearance,

quality, durability, reliability, safety, efficacy, or performance. This further

includes containers, labeling, inserts, device delivery systems, etc.

The information is gathered and documented in Rapid rebate and the

caller is informed that they will be contacted with a phone call for further information.

Act as a single point of contact and subject matter expert regarding the acquisition, fulfillment and reimbursement for medical products, while providing the highest level of customer service

Primary point of contact for client field personnel (sales representatives, field reimbursement personnel) Liaise between client field force and program team

Handle incoming calls from Providers, patients and Health Insurance companies to discuss medications and dosage in a call center environment.

Problem solves issues with autonomy and serves as first line of escalation for complex reimbursement issues for field team

Provide information on relevant regional challenges and updates to operations excellence leadership team

Frankel Staffing ( Carolina Complete Health Network

04/2018-6/2018

Business Development

Achieve revenue goals.

Maintain good working relationships with existing clients previously to enhance client retention and new sales through referrals and references.

Identify and develop new and existing referral sources to develop successful referring relationships.

Made outbound calls to providers to join the network and housed them in the CRM software while in a call center environment.

Actively identify and generate prospects through strategic sales strategies focusing on customers in target markets

Review the contracts that Medical Doctors and providers in the state of NC fax or email in.

MCKESSON, Cary, NC

09/2017-02/2018

Reimbursement Specialist Supervisor

Coach, train, and supervise team of more than 30 within Customer Service division. Provide comprehensive operations support and address escalated client and customer concerns. Monitor call quality and documentation to ensure adherence with performance metrics. Manage workflow, as well as assign tasks and track productivity across team. Collaborate with Reimbursement Manager on compliance efforts, policy development, and process improvements.

Reduced errors across team through effective training and one-on-one coaching of personnel.

Managed quality improvement projects in partnership with cross-functional teams.

Assisted with the overflow of inbound calls in a call center environment.

NOVARTIS/THE FOUNTAIN GROUP, Wilson, NC

2016 – 2017

Production Tech

Conducted in-process testing, including SPC, AQL, LOD, and SIVE testing. Set up, operated, and cleaned production equipment. Verified processing steps, as well as maintained detailed and thorough documentation in alignment with company policies. Identified potential risks and quality control issues, collaborating with team on process improvements and resolutions.

Ensured compliance with all safety standards and operating guidelines, including use of protective equipment.

Resolved production and technology issues through SAP.

SABLE CALIBRATIONS, Research Triangle Park (RTP), NC

2011 – 2015

Account Manager

Managed pickup and calibration services for clients within the healthcare and science industries. Processed pricing requests, order confirmations, and purchase orders. Served as primary point of contact for accounts, assisting with billing issues, ordering, and credits. Collaborated with Customer Service and Sales teams on customer inquiries. Ensured adherence to brand standards for quality customer service and timely resolution of client complaints. Prepared proof of delivery documentation.

Acted as liaison to both customers and internal personnel regarding pricing, delivery status, and product questions.

Partnered with Merchandising teams on expedited orders, as well as monitored shipments to ensure adherence to workflow planning and timelines.

Sustained perfect record throughout tenure as only Account Manager on site with zero customer complaints.

Maintained 100% attendance during time with company.

Customers personal information where located in CRM and accessed on a daily basis.

ADDITIONAL WORK HISTORY

Customer Service (Call Center) Supervisor, PFS, Raleigh, NC Call Center Specialist, Mellon/Lockheed Martin, Cary, NC

Credentialing Analyst, HCL, Cary, NC Human Resources Support Specialist, Nortel Networks, Research Triangle Park (RTP), NC, UPS, Seasonal driver

EDUCATION & CREDENTIALS

High School Scotland High- Diploma, Laurinburg NC

Undergraduate Coursework in Human Revelations Winston-Salem State University

Undergraduate Coursework in Bio-technology Wake Tech Community College

Certification, Bio works

ACE Certified – Fitness Trainer

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