Dedicated Customer Support Specialist with expertise in problem-solving and customer relationship management. Skilled in technical support, communication, and active listening, fostering positive customer experiences. Experienced in managing high call volumes while maintaining strong customer relationships. Proficient in CRM systems, enhancing operational efficiency and customer satisfaction. Skills

Experience

Customer Support Specialist

Gainsco Insurance

Patient Access Specialist

Smith RX

Customer Service Representative

CCS Medical

Member Service Associate

AAA

Plano, TX 75074 469-***-**** **********@*****.***

• Customer inquiries

• Customer relationship management (CRM)

• Live chat support

• Call center experience

• Data entry

• Remote support tools

• Authorization processes

• Electronic health records

• Medical supply coordination

• Provided timely assistance via phone and email, ensuring customer inquiries were resolved efficiently. Guided customers through inquiries about insurance policies and claims processes, enhancing their understanding and satisfaction.

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• Clarified policy details, coverage options, and premium payment processes for clients. Maintained current knowledge of company products, services, policies, and procedures to deliver accurate information to clients.

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Advised patients on pharmacy benefits and facilitated medication procurement through available programs, improving patient understanding and access..

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Collaborated with members, physicians, drug manufacturers, and pharmacies to expedite enrollment in savings programs, enhancing patient access to medication.

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Engaged with patients to collect necessary documentation for pharmacy benefits, ensuring timely processing and support. to gather essential documentation.

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• Utilized electronic health record systems to maintain accurate patient data. Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.

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Executed authorizations to facilitate on-time delivery of medical supplies, enhancing customer experience.

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Addressed patient concerns and optimized reorder processing to ensure timely delivery of medical supplies, improving service reliability.

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Managed order fulfillment using CCS Medical's proprietary software system to streamline delivery processes.

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Delivered 113% to hold time goal and 126% to Auto Pay goal, ranking among top performers company wide.

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05/2010

Dallas, TX

Education and Training

High School Diploma

Bryan Adams High School

Championed AAA products and services, enhancing member retention and increasing Auto Pay enrollment.

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• Achieved President Elite honors (Rookie of the Year) for exceptional first-year performance.

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