Customer Service Training

Aloha Brokopp

**** ***** **, **********, ** *****

Home: 614-***-**** - Cell: 614-***-****: *************@*****.***

Dedicated Client Service Specialist with motivation to maintain customer satisfaction and contribute to company success.

Skills

• Excellent communication skills • Team Player

• Creative problem solver • Attention to detail

• Strong organizational skills • MS Windows 2010

• MS Word • MS Excel

• MS Power Point • MS Outlook

Client Service Specialist V

July 2010 to October 2011

Progressive Medical – Westerville, Ohio

• Receives inbound calls from Adjusters/Case Managers for new referrals for Auto/Workers comp injuries

• Loaded authorizations and denials of medications, and contacted doctor offices for requests for letters of Medical necessity.

• Contacts Case Manager/Adjusters for drug card extensions and maintenance of Injured Party accounts.

• Use on-line resources to lookup medication meanings, by using approved resources, to assist Adjusters with authorization determinations depending on compensability to workers comp/auto injury.

• Maintain patient records such as patient demographics and HIPAA authorizations, power of attorney and release of information

• Receives and processes new referrals

• Conducts follow up phone calls to patients, physicians, adjusters and providers

• Contacts Pharmacies with billing information and authorizations for processing medication

• Maintains HIPAA requirements throughout all aspects of work

• 2011 Compass Graduate (Internship for Progressive Medical)

• Member of the Encourage the heart committee- in charge of birthday and Work anniversary celebrations.

• Frequent on-call Volunteer

• Selected as Level III CSS for "New" Auto Med Solutions team- Dedicated auto team for Progressive Medical

• Works cohesively with Script-wise (Home Delivery team) to process emergency fills at the retail pharmacy and obtain prescriptions for the remainder of the medication to be sent to patient via home delivery.

• Contacts retail pharmacy to help process medications on first fill cards

• Completed Pharmacy Technician classes; test date TBD

• Chosen twice as a Learning Partner within 6 months of hire

• Seeks authorizations from the Adjuster/Case Manager to schedule transportation and translation services.

• Schedules Nurse Visits for Home infusion services and request IME and diagnostic appointments for Injured Parties.

• Schedules Transportation services for Injured parties to and from doctors visits, pharmacies, physical therapy, and home.

• Assist with providing translation services for patients speaking languages other than English.

• Assists with Pharmacy Help desk and Durable Medical Equipment call overflow

• Assists with Emergency fills for Home Delivery patients

Work at home Customer Service Rep/Subject Matter Expert (SME)

November 2007 to July 2010

Medco Health Solutions – Dublin, Ohio

• Receive in-bound calls for prescription refills, pharmacist consultations, and explanation of benefits such as retail and mail order copay and plan structures

• Trouble shoot problems; lost medications, prior authorizations, billing, account maintenance, and web support assistance

• Assist members with access to their information online and order their medications, or change personal information and passwords through web support assistance

• Received/updated billing information, processed payments, and counseled members with delinquent accounts

• Used conflict resolution tactics to deescalate unsatisfied customers using empathy and listening to the customers needs

• Maintained HIPAA through out all calls

• Lead Representative for new Accredo Pilot team for scheduling Specialty and time sensitive medications.

• Subject Matter Expert for Accredo; Assist other representatives in trouble shooting problems, disputes, questions, navigational problems, and informational awareness by phone calls and use of chat forums

• Assisted with training 3 new hire classes totaling 90 personnel.

• Assisted Medicare members with choosing the best plans for their needs by explaining the plan structure for each of the benefit plans.

• Facilitates problem solving by using resources provided, consistently participates in up-training, and demonstrates creative thinking

• Ability to work unsupervised efficiently by following company policies and procedures.

Pet Training Instructor

October 2005 to January 2007

Pet Smart – Riverdale, Utah

• Instructed pet parents on Puppy, Basic, Intermediate, and Advanced obedience training by using positive reinforcement techniques.

• Assisted with pet parents with trouble shooting behavior problems such as potty training or overactive chewing.

• Provided private instruction classes for more intensive training needs such as aggression or separation anxiety.

• Achieved weekly business sales goals for dog training classes, grooming packages, and store products

• 3rd Top Seller of classes, in Western Region, in less than 10 months

• Provided excellent customer care support and service to all customers

Commander's Support Staff Secretary

April 2003 to August 2005

United States Air Force – Hill AFB, Utah

• Schedules individuals for processing personnel actions; reenlistment, promotions, separation, retirement, and/or reassignments

• Revised recall protocols and created personnel recall roster for over 300 squadron personnel

• Composed safety briefings for squadron personnel and debriefed Commander and other officials on safety issues and trends

• Supervised and provided mentorship to 8 Airmen

• Delegated daily tasks to keep squadron functioning during deployments, ensured equipment maintenance were scheduled, and training requirements were met

• Comprised Annual Feed back reports on 8 Airmen

• Ensured all compliance protocols and regulations were being followed and issued Letters of Counseling and Reprimand to repeat offenders

• Managed and created schedule for suicide prevention program

• President of Squadron Booster Club; attended base meetings and assisted in on base functions

Data Systems Technician-In the field

April 2003 to August 2005

United States Air Force- Hill AFB, Utah

• Responsible for building and maintaining databases and air pictures for computer systems needed for Wartime training.

• Troubleshoot and fixing equipment malfunctions

Tracking & Identification Technician Instructor & Evaluator

November 1998 to April 2003

United States Air Force – Anchorage, Alaska

• Obtained dual qualifications as a Tracking technician (TT) and Identification technician (IT)

• Received an EQ rating "Exceptionally Qualified" on annual evaluation

• Assisted in achieving the highest overall rating for the 611th ACS annual inspection (NOE)

• Trainer and Evaluator for personnel with TT and ID qualification

• Ensured all training references and curriculum were current and updated accordingly.

• Revised SOPs (Standard Operating Procedures) for ID Tech position

• Administered spot evaluations on personnel to ensure proper procedures and protocols were being followed

• Served as liaison for Alaska Flight service stations, Coast Guard, and FAA head quarters

• Integrated military and civilian flight plans and transferred to Canadian Sectors

Education

DeVry University 2012

Columbus, Ohio, United States

Marketing and Sales

Bachelors Technical Management

• Currently a Junior and will be graduating in October 2012

Columbus State Community College

Columbus, Ohio

Undergraduate courses

Alia Health Care

State Tested Nursing Aid (STNA)

May 2010

First Aid Certification May 2010

CPR Certification May 2010

Community College of the Air Force

Undergraduate Courses

Non-Commissioned Officer in Charge

Airmen Leadership School: Preparation for Supervisor; Skills and techniques and advancement training for Staff Sergeants.

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