Customer Service and Regulatory Support Professional

KIMBERLY FERRARO

Address: **** ***** ** ********, ** 15046

Phone: 412-***-**** Email: *************@*****.*** Cell: 412-***-**** Customer Service Professional

Competencies include:

• Customer Focus

• Basic computer troubleshooting

• Technical support

• Problem Solving

• Decision Making

• Employee Relations

• Conflict Resolution

• Communication skills; written and verbal

• Subject Matter Expert Regulatory

• Word, Excel, PowerPoint, SharePoint, Outlook

Professional Experience

DUQUESNE LIGHT, PITTSBURGH, PA

REGULATORY CONSUMER RELATIONS MARCH 2023-CURRENT

• INVESTIGATE AND RESOLVE INFORMAL PUC COMPLAINTS

• PROVIDE SUPPORTING DOCUMENTATION TO MAINTAIN THE INTEGRITY OF THE COMPANY’S POSITION

• PROVIDE COACHING TO SUPPORT COMPANY CALL CENTER PERSONNEL

• COLLABORATE WITH RCR TEAM TO STREAMLINE BUSINESS PROCESSES

• FOLLOW REGULATORY REQUIREMENTS

• SUBJECT MATTER EXPERT CHAPTER 56, PA UTILITY REGS

• PROTECT CUSTOMER’S PROPRIETARY INFORMATION

• WORK WITH CROSS FUNCTIONAL TEAMS

• CUSTOMER CONFIDENTIALITY

CVS SPECIALTY PHARMACY, MONROEVILLE, PA 04/2021 – 08/2023 PATIENT SERVICE REPRESENTATIVE

• SPEAKING WITH PATIENTS TO SCHEDULE DELIVERY FOR MEDICATIONS

• RECOMMENDING CO-PAY ASSISTANCE PROGRAMS FOR PATIENTS WITH FINANCIAL HARDSHIP

• UPDATE PATIENT DEMOGRAPHIC, INSURANCE, AND PAYMENT INFORMATION AS NEEDED

• ANSWERING PATIENT INQUIRIES OF ALL TYPES

• SORTING/DELIVERING EMAILS AND FAXES

• ENTERING NEW PATIENTS INTO COMPUTER SYSTEMS

Education and Training

Riverview Jr/Sr High School, Oakmont, PA

High School Diploma - 2017

Forbes Career and Technology Center, Monroeville, PA Multimedia Design - 2014

Certifications

Project Management/Change Management

New Employee Orientation/On-boarding

Instructor Assessment Process

Coaching/Mentoring

Facilitator Training

Contact this candidate