Customer Service
Resume:
Shaniqua Mitchell
Mansfield, TX ***** 682-***-**** ***************@*****.***
Communication:Listening to patients, providing clear information, and using a friendly and professional tone.
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Problem-solving:Handling difficult customers, troubleshooting prescription issues, and resolving complaints effectively.
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Proactivity:Preparing in advance for regular customers and encouraging the return of expired medications.
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Empathy and respect:Treating all customers with a positive and calm attitude, even when busy or dealing with challenging situations.
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• Customer service
• Active listening
• Critical thinking
• Data entry
• Problem resolution
• Relationship building
• Call center experience
• Computer proficiency
• Complaint handling
• Payment processing
• Microsoft outlook
• Follow-up skills
WFH Customer Service Representative, 09/2024 - 02/2025 Cerpass Rx – Colony, TX
• Customer service representatives listen and respond to customers' questions. Customer service representatives work with customers to resolve complaints, process orders, and provide information about an organizations products and services.
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A CerpassRx job description typically involves client management, implementation, and support, with specific duties depending on the role. Common responsibilities include acting as a liaison between clients and internal teams, managing the implementation of prescription benefit programs, and providing support to members and providers. For example, an Implementation Manager focuses on project plans and client-
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Professional Summary
Skills
Work History
specific plan design, while a Patient Advocate handles member inquiries and resolves issues via phone and data management.
A Clinical Advisor would leverage their pharmacy expertise to manage medication and support patient outcomes, as detailed
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Customer Service Representative, 09/2019 - 05/2020 Humana – Irving, TX
Address customer needs which may include complex benefit questions, resolving issues, and educating members.
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Records details of inquiries, comments or complaints, transactions or interactions and acts in accordance with it.
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• Escalate unresolved and pending customer grievances. Customer Service Representative, 02/2019 - 08/2019 Anthem – Grand Prairie, TX
Respond to customer questions via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility, and claims.
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• Analyse problems and provides information/solutions. Develop and maintain positive customer relations and coordinates with various functions within the company to ensure customer requests and questions are handled appropriately and in a timely manner.
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Remote Customer Service Representative, 07/2002 - 12/2013 Medco Inc. – Irving, TX
• Received incoming calls for prescription drugs and performed drug pricing for customers.
• Processed prior authorisation claims, prescription claims and verified eligibility. Assisted Medicare D and commercial customers with benefits and explained insurance plan features, advantages, and disadvantages to promote policy sales.
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Customer communication:Handle incoming calls, emails, or chats to address customer inquiries and concerns about insurance, billing, and medical services. Information and support:Provide information on products, services, and policies, explain account balances, and assist with resolving issues.
Record keeping and data entry:Accurately document all customer interactions, update patient records, and manage customer data in CRM or EHR systems.
Billing and payments:Explain billing issues, process payments when authorized, and troubleshoot billing- related problems.
Technical assistance:Troubleshoot technical issues and provide information on medications and services. Escalation:Escalate complex issues to the appropriate clinical, billing, or technical teams for resolution.
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Compliance:Ensure all actions comply with regulations like HIPAA and maintain patient confidentiality. Performance metrics:Meet performance goals such as customer satisfaction scores and average handle time.
Tech in Training : Pharmacy, 10/2025
Bryan University - Tempe, AZ
High School Diploma: Diploma, 08/1998
South Oak Cliff - Dallas, TX
Pharmacy Technician Trainee: Many states allow you to work as a pharmacy technician trainee while you prepare for a national certification exam.
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This registration is temporary and allows you to work under supervision, but you will need to pass a certification exam to become a fully licensed technician.
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A pharmacy tech trainee's duties include assisting pharmacists with prescription preparation, managing inventory, and handling administrative and customer-facing tasks like data entry and processing insurance claims. They are also responsible for learning pharmacy procedures, maintaining a clean workspace, and communicating. Helping pharmacists fill and dispense prescriptions, which includes counting, pouring, and labeling medications.
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Inventory management:Receive, restock, and manage medication inventory, which may involve ordering supplies and checking expiration dates.
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Administrative tasks: Handle clerical duties such as data entry, maintaining patient records, and answering phones.
Insurance and billing: Process insurance claims and handle patient payments.
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Education
Tech in Training
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