Customer Service Manager

Barbara Ray

*** **** ******, *** # *** •Galveston, Texas 77550

Cell: 940-***-****• Email: ****.*****@*****.***

SUMMARY

A dedicated, dependable pharmacy tech with extensive experience in call center customer support, mail order pharmacy operations, prescription verification, and prescription placement/order entry. Additional experience in shipping, receiving, packaging, front desk/reception and administrative assistance. Employs a customer-centered mindset to identify client needs and offer beneficial solutions, ensuring customer satisfaction and repeat business. A dedicated leader who quickly overcomes issues. Have provided comprehensive training to coworkers to foster a highly-skilled team. A proven track record of success leading to successive promotions.

EXPERIENCE

Stellar PBO.US – Hickory Creek, Texas 2011 – 2012

Customer Service/Dispatcher

Inbound/outbound calls center for a national emergency roadside assistance facility. Taking inbound calls from members/customers answering general questions about their account benefits and limitations as well as scheduling emergency roadside assistance throughout the United States, Canada, Hawaii, and Puerto Rico. Outbound calls to schedule service providers for customers/members to meet member’s needs. Outbound calls to follow up with customer satisfaction.

GOODWILL EMPLOYMENT SERVICE, FORT WORTH, TEXAS 2010 – 2011

PURGE TEAM LEAD/ON-SITE SUPERVISOR

PURGE TEAM LEAD, ADMINISTRATIVE DUTIES, REPORT DIRECTLY TO PROJECT MANAGER AS WELL AS FACILITY MANAGER AND FACILITY SUPERVISOR, DAILY/WEEKLY REPORTS, TIME KEEPING/RECORDING FOR ALL TEMPORARY EMPLOYEES, ALL LOCAL RECORD KEEPING FOR LOCAL OFFICES TO PROVIDE SUPERIORS, SUPPLIES INVENTORY, CLIENT INVENTORY, DOCUMENT RETRIEVAL AND STORAGE, SCANNING CLIENT FILES FOR ACCURACY BEFORE PURGING, INSURE ALL FILES ARE INVENTORIED CORRECTLY BEFORE FINAL SHIPMENT GOES OUT, Q.C., ENSURING ALL BOXES INVENTORIED ARE NUMBERED AND BAR CODED CORRECTLY, EMPLOYEE COUNSELING FOR ERRORS/INFRACTIONS, FAXING, FILING, SUPERVISE BETWEEN FIVE AND FIFTEEN EMPLOYEES.

I.P.S. CONSULTING SERVICE, IRVING, TEXAS 2008 – 2008

DELIVERY SCHEDULER/OUTBOUND CALLS

OUTBOUND CALLS, SCHEDULING ROUTE DELIVERIES FROM CALL CENTER ENVIRONMENT FOR TRUCK LOAD PALLETS OF NESTLE WATER TO RETAIL WAREHOUSES, IE SAM'S CLUBS, COSTCO, AS WELL AS GROCERY AND OTHER RETAIL ESTABLISHMENTS, CUSTOMER SERVICE, DATA ENTRY, EXCEL SPREADSHEET, TIME KEEPING.

CAREMARK RX, Fort Worth, Texas 2001-2007 DR. Calls Representative and Pharmacy Tech I

Facilitated or handled inbound/outbound calls to doctors’ offices and patients regarding prescription verification. Worked closely with pharmacists to ensure accuracy of medications as prescribed. Took new prescriptions via phone/fax from doctors’ offices. Worked closely with internal and external customers in patient-driven, customer service environment. Cross-trained in order entry, patient profile verification, shipping, receiving, packaging, mail room, and front desk reception. Lead/Point person for API unsolicited incoming calls group; supervised approximately 15 CSR’s for a 1 year period of time.

PRECISION RX, Fort Worth, Texas 2000-2001

Customer Satisfaction Liaison

Received inbound calls from patients regarding medication orders and researched possible problems/concerns. Fielded escalated calls between patients/members and middle management. Researched lost, missing, and invalid prescriptions, contacting doctors’ offices to verify new/refill medications requested by patients/members. Maintained end-of-year tax statements for patients/members. Handled collections and accounts receivable.

THE FINAL STEP, Lewisville, Texas 1999-2000

Administrative Assistant

Answered phones, maintained customer databases as well as made, canceled, and rescheduled appointments, travel arrangements and meetings for department manager. Scheduled customer closings, maintained correspondence with customers and vendors for department manager. Managed filing and document retrieval.

EXCEL TELECOMMUNICATIONS, Addison, Texas 1996-1999

E.D./V.I.P. Personal Account Manager

Maintained personal accounts of 112 Top Money Earners. Maintained payout information, tracked customer base, researched discrepancies for payouts, representative retention and customer satisfaction. Trained internal elite department representatives in paging marketing plan and provided internal training for potential representatives of executive directors. Provided company tours for company elite. Served in four Excelebration conventions and was acting department lead for paging department. Trained ED/VIP departmental representatives in paging program and customer retention. Participated in ACER training for new employees. Was promoted four times in three years.

EDUCATION

ASHFORD University(Online), Clinton, IA

A.A. Business Degree, Currently enrolled since October 2009

Weatherford College, Mineral Wells, TX

CDL License, Truck Driving Academy 2008

OZARKA College, Melbourne, Arkansas

2 Year Technical Degree, Information Technology, 1993

AFFILIATION

Chapter President, Phi Beta Lambda, 1992-1993

Student Body Council, Ozarka College, 1992 – 1993

Fund Raising Chairperson, Ozarka College, 1992-1993

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