1. Quiana Lee
1801 Woodridge Ln. Apt 6.
St. Louis, MO 63033
314-755-5962
Email/Links
Qlee1v@gmail.com * https:/www.linkedin.com/in/qlee1v14941
SUMMARY
 Eighteen years of call center knowledge, including thirteen years of pharmacy, and medical insurance
knowledge.
 Excellent experience developing and implementing a variety of corporate processes and procedures,
including those that must comply with corporate, state, or federal agency guidelines.
 Extensive experience supporting, developing and motivating peers and departmental teams.
 Fluent experience working with direct clients, account managers, Sr. Executives, and logistic
personnel.
 Consistently works with integrity, mutual respect, and alignment with corporate values.
 Expert in conducting audits, record retention, variance analyses, processing payroll, assisting with
***EDUCATION***
Sa in t Lou is CC * F lor is s ant V a lley
BA Business Administration &Management *In Progress*
Lean Six Sigma Process Improvement training
Pharmacy Technician License * MO Board Professional Registration
1998 Alton High Graduate
***Employment Account***
Express Scripts Federal Client Services *Supervisor * Tempe, Arizona *June 29 2015-April 3
2016
 Successfully created a streamlined responsesystem providingthe Defense Health Agency (DHA) and
Senior Management with preliminary updates toclient and customer grievances outside of contractual
obligations to satisfy client requests.
 Achieved green status in mid-year review from yellow in under 30 days.
 Restructured workdistribution to achieve a more efficient workflow, resultingin 100% of escalations
closed before expiration of contractual turnaround times and performanceguarantees.
 Recognized in the area of collaboration in 2015 twicefor continued successful teamworkwith internal
and external partners of thecompany.
 Triumphed in managingDOD Client Services team whileSr. Manager, Director and VP managed
remotely.Accomplished clear and strongvisual reportingfor Senior Managers and Clients to provide
in depth statistics ofteam performances.
All Employment Accounts
Express Scripts Inc. UBC Customer Service Associate
Patient Services Coordinator III
(Team Leader)
May 2004-May 2005
May 2005- June 2015
Express Scripts (Health Bridge) Resource Management Reserve Sept 2009
Enterprise National
Reservations
Customer Service Associate 2001-2004
APAC Teleservices Customer Service Agent 1996-1999
Application Experience
 Compass
 Apon Dialer (Eliza)
 Witness & Nice Recording Systems
 DOS
 Chips
 ACD Direct Dialer
 Avaya CMS Supervisor
 People Soft
 Microsoft Office: Word, Power Point, Excel
 Matrix Management
 ADP/ETime Payroll
 Aspect EWFM