Customer Service Senior

James R. Morris

***** ***** **, **** *****, MS **560

760-***-**** **.**********@*****.***

Professional Summary

Dedicated and results-driven Customer Service Professional with over 10 years of experience in customer service and sales roles. Recognized for a strong work ethic, problem-solving abilities, and commitment to delivering high-quality service. Skilled at managing customer interactions, training new team members, and maintaining compliance with regulations. Excellent communication and interpersonal skills, with a customer-centric mindset that ensures client satisfaction and loyalty.

Core Competencies

Customer Service & Conflict Resolution

Communication & Active Listening

Problem Solving & Critical Thinking

Team Leadership & Mentorship

Multitasking & Time Management

HIPAA Compliance & Federal Regulations

Sales Strategies & Relationship Building

Technical Proficiency in CRM & Customer Service Software

Professional Experience

Senior Customer Agent

McKesson, Scottsdale, AZ (Remote)

February 2020 – October 2024

Evaluated patient eligibility for premium contract programs, including Deduct Assist, ensuring accurate documentation and responsiveness to patient needs.

Trained and mentored new hires on system use, customer service, and ethical relationship building, providing regular feedback for improvement.

Handled inbound and outbound inquiries, troubleshooting with pharmacies to resolve prescription discount issues.

Maintained compliance with HIPAA, state, and federal regulations governing prescription benefits.

Customer Agent (Enrollment Specialist)

Rem-X, Scottsdale, AZ (Remote)

June 2019 – February 2020

Enrolled patients into programs by assessing eligibility per state and federal laws, documenting information with accuracy.

Managed accounts by performing system searches and updating information, ensuring all actions adhered to HIPAA and regulatory guidelines.

Delivered exceptional customer service, providing clear explanations of program benefits and ensuring customers understand their rights.

Lead Athlete (Supervisor), Shipping and Receiving

Calexico, CA

October 2013 – February 2019

Supervised storage room and conducted sales floor audits, handling merchandise valued at over $50,000 daily.

Mentored new employees on procedures and policies for various roles, including Shipping & Receiving and sales.

Designed marketing solutions for apparel, fostering customer engagement and enhancing regional sales through targeted designs.

Education

Bachelor of Arts, English Literature

Grand Canyon University – May 2019

Associate of Science

Imperial Valley College – May 1991

Technical Skills

Five9 (Soft Phone Lines)

Pro BPM

Relay Health

Microsoft Office Suite (Excel, Word, Teams)

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