Customer Service Supervisor

Objective

To obtain a challenging position within a progressive organization which will allow for continued personal and professional growth while leveraging my existing skills and abilities to help achieve organizational goals.

Employment History

Solara Medical Supplies - Adapthealth Diabetic Division . - Phoenix, AZ

Lead Customer Service Specialist September 2021 – March 2023) Managed a cross-functional team of remote agents located in Arizona, Texas, and California in providing customer service to a diverse group of patients and providers located throughout the USA, Provided frontline support as subject matter expert and coaching of agents to achieve or exceed department goals while providing resolution to issues with DME orders and re-supply of Constant Glucose Monitors and insulin pumps and related supplies. Member of Corporate Diversity and Inclusion Council - provided guidance and governance of activities within the organization to ensure they are inclusive and that each of our differences is embraced and celebrated. Monitored the statistical data on a workforce of 11000+ employees to ensure that it reflects the populations of the communities we serve in our hiring and retention efforts

RemX . - Phoenix, AZ

Customer Service Representative (Contracted to Mckesson Specialty Healthcare)(September 2019 – April 2020) Initiated contact with pharmacy and Physician’s office staff as well as insurance company representatives, by telephone, for the purpose of providing awareness and assistance in obtaining prior authorizations for highly specialized patient medications. Consistently exceeded departmental quality and production goals. Provided assistance to teammates as needed.

Triton Technologies, Inc. - Tempe, AZ

Telephone Sales Agent - Direct Response/Inbound (Seasonal) (November 2018 - February 2019) Respond to inbound telephone inquiries generated by television, radio, and direct mail advertising campaigns for a diverse variety of consumer products. Completed sales process while suggesting additional products and services in order to increase revenue and add value to the customer experience.

Cognizant Technology Solutions, Inc. - Phoenix, AZ

Social Media Content Analyst - Process Executive (September 2017 - February 2018) Reviewed content posted to clients social media platform (live/pre-recorded video, static photos & messages) to ensure compliance with established community standards. Rated content as compliant, restricted to adult users, or removed content for non-compliance.

COX Communications, Inc. - Phoenix, AZ

Account Services - Billing (June 2016 - January 2017) Assisted current customers via inbound telephone contact with complex billing issues for all products offered. Heavy emphasis for each call was placed on identifying and capitalizing on cross- sell opportunities to expand customer relationships and increase revenue within established metrics.

Imaginet! Consulting Services - Phoenix, AZ

Managing Partner (July 2000 - September 2014) Managed all operations and administrative activities of an e-commerce consulting firm. Developed/maintained advocate relationship with a diverse group of clients, service providers, contractors, and vendors. Coordinated and managed vendor performance of highly-specialized technical services on strategic client projects.

American Express Company - Phoenix, AZ

Relationship Manager, Technologies Operations (May 1995 - July 2000)Primarily responsible for management of internal customer relationship between American Express Technologies Operations and AESC-P/AESS-P Business Units (comprised of approximately 4500 end users).Negotiated, researched and developed Service Level Agreements.

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