Customer Support Service

MARC BAUER

Briceville, TN ***** 865-***-**** ********.****.*****@*****.*** WWW: Bold Profile

Dynamic Senior Customer Support Representative with CVS/caremark, skilled in problem-solving and exceptional communication. Proven track record in enhancing customer satisfaction through effective training and mentoring. Proficient in Microsoft Excel and adept at cross-functional coordination, consistently delivering high-quality service in fast-paced environments.

Senior Customer Support Representative, 10/2022 - Current CVS/caremark – Knoxville, TN

Delivered exceptional customer service by prioritizing emergency issues and developing and employing workarounds to solve problems expeditiously.

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Participated in ongoing training to learn new technologies and enhance skills to optimize customer support delivery.

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Maintained comprehensive knowledge of pharmacy insurance coverage, ensuring accurate information was provided to customers.

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Recommended solutions to complex situations through research and critical thinking and escalated customer to supervisor for enhanced support.

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Documented customer interactions in computer system and assisted cross-functionally with billing and technical support to deliver high-quality customer service.

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Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.

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Senior Certified Pharmacy Technician, 10/2005 - 10/2022 Walgreens – Oak Ridge, TN

Communicated with prescribers to verify medication dosages, refill authorizations, and patient information.

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• Answered incoming phone calls and addressed questions from customers and healthcare providers.

• Collected co-payments or full payments from customers. Conducted regular inventory audits to identify discrepancies and reduce instances of stockouts or expired medications on pharmacy shelves.

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PROFESSIONAL SUMMARY

WORK HISTORY

Maintained a clean, organized work environment to uphold quality standards and minimize risk of contamination or error during medication preparation.

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Supported the development of junior pharmacy technicians through continuous training, mentorship, and performance evaluations.

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Improved patient satisfaction scores by delivering exceptional customer service in a fast-paced, high-volume pharmacy setting.

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Associate of Applied Science: Register Health Informatics Technician, 08/2005 Sinclair Community College - Dayton, OH

• Empathy and patience • Exceptional communication

• Training and mentoring • Sales support

• Cross-functional coordination • Customer service

• Problem-solving • Critical thinking

• Active listening • Problem resolution

• Customer relations • Microsoft Excel

• Call center experience • Computer proficiency

• Data entry • De-escalation techniques

• Professional telephone demeanor

EDUCATION

SKILLS

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