Customer Service Team Lead
Resume:
#****
Winter Garden Fl. ***87
******@*******.***
SUSAN ORTIZ
OBJECTIVE
To be a contributing team member and foster a positive work environment where I can utilize my skills and experience in implementing policy and procedural updates, motivating & developing others, and provide excellent customer service to all clients on a consistent basis.
QUALIFICATIONS
25 years of customer service experience from all areas ranging from representative, team lead, & management level experience
EXPERIENCE
Burlington Stores – Retail Cashier
05/2019 – Present
Handle all Customer transactions when purchasing, returning or establishing layaways.
Keep front end queues clean and organized.
Proactively offer Credit card options to all customers
Provide World Class Customer service.
ACCREDO CLIENT SERVICE SUPPORT
11/2016 – 2/22/2018
Manage client escalations with our account team and business partners.
Work within our software managing prescription rejections to completion.
Answer inbound call from our sales experts throughout multiple sites effectively.
ACCREDO PRIOR AUTHORIZATION TEAM LEAD 9/2012-11//2016
•Monitor staffing to ensure adequate staffing is available to meet SLA goals.
•Daily interaction with multiple sites ensuring productions levels are maintained based on departmental goal.
•Works remotely while interacting with multiple sites efficiently and effectively.
•Monitor and develop strategic plans based around Quality to assist current staff achieve passing scores.
•Conduct coaching sessions with representatives to work on areas of opportunity, provides praise, and feedback on areas based around customer service.
•Performs audits and provide feedback to all applicable parties involved.
•Handle escalations and follow through with current client base.
ACCREDO PHARMACY INTAKE 2/2012-9/2012
•Handle inquiries from members, providers, physicians, and both internal/external clients related to pharmacy benefits.
•Handle complex issues and resolve them with extensive research and relay all findings in a timely manner to all parties involved.
•Assisted members with maximizing their knowledge base around their pharmacy distribution program.
•Maintained database that housed documented issues and resolutions for frequently recurring issues.
•Worked interdepartmentally to assist members and get answers to questions.
•Maintain documentations accurately to improve client experience and reduce any potential legal concerns.
AT&T Wireless - TECHNICAL SUPPORT/ADVANCED NETWORK SERVICES TEAM
10/1998-9/2009
•Nominated and won Circle of Excellence award
•Created & maintained criteria for representatives to perform job functions
•Schedule & Manage representatives to troubleshoot and assist with data issues in chat forum with client base.
•Monitored quality assurance and coached representatives on quality standards
•Managed and developed Level III support representatives
•Acted as a resource for Level III representatives for network support issues.
•Participated in weekly conference calls for RIM support and Quality calibrations to support and streamline alignment throughout call centers globally.
•Monitored daily KPI for al Level III & IV representatives to ensure all statistical measures were met.
AT&T Wireless – Resolution Supervisor
•Handle escalated customer complaints
•Manage forecasting of calls into applicable queues
•Manage split skills and change reps when needed
•Evaluate representative’s performance and coach areas of opportunity
•Prepare reports that rolled up to management & senior management
•Participate in hiring of new employees
•Responsible for making sure departmental goals were met based on company standards
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