Customer Service Manager

Angela L. Knowlton

*** *** ******* ****. **** ** Nashville, TN 37221 901-***-**** **************@*****.***

SUMMARY OF QUALIFICATIONS

Customer Service Professional with over 6 years of experience in diverse industries with a strong drive for creating an excellent customer service experience. Key competences include:

Excellent presentation, communication, and leadership skills

Ability to effectively communicate across all departments in a professional manner

Experienced pharmacy services professional with practical business knowledge of Medicare’s processes and procedures.

Highly motivated and result oriented problem solver with attention-to-detail and analytical skills

PROFESSIONAL EXPERIENCE

FRESENIUS MEDICAL CARE August 2011-November 2011

Patient Travel Coordinator

• Communicate with current and potential FMS customers and sources by telephone, email and fax

ensuring appropriate resolution according to FMS and FMCNA policies and procedures.

• Works closely with applicable billing groups as needed to request and obtain insurance verification.

• Coordinates and follows-up with the pertinent FMS staff to effectively respond to issues and inquiries,

ensuring all issues are addressed and resolved in order to satisfy the patient’s travel request.

MEHERRY MEDICAL COLLEGE August 2010-May 2011

Mental Health Intern Therapist

Coordinated and provided community-based substance abuse prevention counseling to adults while performing

supervised individual and group counseling, crisis intervention, and consultation/outreach.

Provided psychological assessments, intakes, and appropriate referrals.

Performed drug and alcohol assessments for outpatient services.

Referred clients for medical services as deemed necessary and appropriate.

CVS CAREMARK INC. (Nov 2007- July 2011)

Interim Team SME (Coach) October 2010- Feb. 2011

Supervised (25) temporary Customer Service Representatives (CCRs) during Medicare’s annual enrollment period.

Ensured team members obtained the appropriate training and support in order for Medicare’s guidelines and procedures to be met.

Resolved operational and interdepartmental enrollment issues quickly to ensure successful enrollment of current/prospective members.

Provided timely feedback to upper management on conflicting issues, problem resolution and necessary training

Minimized call escalations through effective coaching and support.

Interim Frontline Call Resolution Specialist/Customer Care Representative II March 2010- Sept. 2010

Responsible for resolving complex RX America client/customer issues.

Utilized problem solving skills while assisting prescribers, members, providers, and internal employees.

Assisted Customer Care Representative (CCRs) with benefit overrides decisions when allowed by plan, including refill too soon rejects, quantity limits, vacation, etc.

Professionally managed escalated customer issues for mail order and Prescription Benefit Manager (PBM) products and services.

Troubleshoot unusual plan participant issues and direct to appropriate department for proper resolutions.

TENNESSEE STATE UNIVERSITY Dec. 2009- Dec. 2010

Career Counselor

Reviewed and gave advice on students’ resumes and cover letters.

Informed students and alumni on current market trends in their employment areas.

Provided individual counseling to full-time students by evaluating career goals and interests.

EDUCATION

TENNESSEE STATE UNIVERSITY 2011

Master of Science in Counseling Psychology

TENNESSEE STATE UNIVERSITY 2005

Bachelor of Science in Psychology

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