Shenille Brite

adxggy@r.postjobfree.com 404-***-****

Summary

Experienced and reliable inbound/outbound customer service representative with 20 + years experience providing assistance in a busy support call center setting. Strong dedication to helping customers resolve issues and cultivating a positive image of the company. Proven ability to listen attentively, solve problems quickly and efficiently, and create high-quality professional relationships with callers. Fully committed to following company procedures and winning loyal customers.

Experience

Tier 2 Technical Support Representative

McKesson

Nov 2006 - Nov 2021 (15 years 1 month)

Provided technical support to retail, outpatient and chain pharmacies using multiple McKesson pharmacy systems running LINUX, Java, and Microsoft Windows operating system. Received incoming and placed outgoing calls to diagnose and resolve inquiries from pharmacies experiencing software, hardware and POS system issues. Identified and analyzed procedures and techniques used to resolve software, hardware and POS issues related to the pharmacy operations.

Researched ways to improve the products and processes to increase customer satisfaction and efficiency of the pharmacy.

Coached team members in resolving complex problems as they relate to the products and services. Handled customer escalations and diffused emotions when collaborating with irate customers. Managed weekly schedules, breaks and lunches to maintain the support service level and reduce customer hold time.

Communicated often with Quality Assurance and Research & Development to resolve complex issues within the software.

Created training material that built increased competencies into the training and helped qualify new and current staff members.

Trained and mentored current and new staff members on supported products and call tracking system to ensure first call resolution and improve customer service. Generated over $25,000.00 in Business Service Leads, which exceeded the set goal of $7000.00 for FY14.

Appointed as a subject matter expert for departmental training of POS software. Senior Technical Support Analyst

McKesson formerly Per'se Technologies

Jul 1998 - Nov 2006 (8 years 5 months)

Responsible for providing troubleshooting in support of companies software and services. Addressed problems related to applications, operating systems, hardware and networks. Provided second level support to tier 1 support agents. Delivered training and coaching to employees on products/services offered by company, including standup classroom and on-the-job training.

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Pharmacy Software Escalations Representative

TechRx formerly National Data Corporation

Jul 1998 - Nov 2006 (8 years 5 months)

Provided superior customer support for an inbound call center for over 1200 pharmacies nationwide. Troubleshot customer issues, which involved research, product knowledge, procedures or regulations to resolve the problem.

Aided other team members as a Team Lead to resolve and satisfy customer service issues as they relate to products/services offered by the company. Monitored incoming call volume and Support Associate availability. Implemented documentation of support troubleshooting guidelines. Coordinated training for newly-hired associates Pharmacy Technician

Walgreens

Sep 1994 - Nov 1996 (2 years 3 months)

Responsible for data entry of prescription and patient information into pharmacy system. Calculated dosages, filled prescriptions, and prepared prescription labels with accuracy. Ensured prompt customer service by assisting customers and completing monetary transactions. Contact prescribers for corrections and adjudication of claims with insurance authorizations. Assisted in maintaining the pharmacy department by preparing billing statements and maintaining the pharmacy’s inventory and various databases for record keeping. Provided training to new hire Pharmacist and Technician with a focus on insurance billing practices and procedures.

Education

Bryant & Stratton College - Milwaukee

Health, Science; Nursing

Licenses & Certifications

Situational Leadership - McKesson

Building Rapport in Customer Relationship - McKesson Business Made Easy - McKesson

Adapting to Change - McKesson

Effortless Experience - McKesson

Skills

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Problem Solving • Team Leadership • Critical Thinking • Communication • Active Listening • Coaching • Computer Literacy • SAP Products • Customer Relationship Management (CRM) • Salesforce.com

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