Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.
Upcoming SlideShare
CV_GFlanagan current 2016
Next
Download to read offline and view in fullscreen.

Share

Mom Resume 1

Download to read offline

Related Books

Free with a 30 day trial from Scribd

See all

Related Audiobooks

Free with a 30 day trial from Scribd

See all
  • Be the first to like this

Mom Resume 1

  1. 1. 4205 S Semoran Blvd Unit 12 Orlando, FL 32822 407.492.4990 SOrtiz@express-scripts.com SUSAN ORTIZ OBJECTIVE To be a contributing team member and foster a positive work environment where I can utilize my skills and experience in implementing policy and procedural updates, motivating & developing others, and provide excellent customer service to all clients on a consistent basis. QUALIFICATIONS 25 years of customer service experience from all areas ranging from representative, team lead, & management level experience EXPERIENCE ACCREDO PRIOR AUTHORIZATION TEAM LEAD 9/2012-Present  Monitor staffing to ensure adequate staffing is available to meet SLA goals.  Daily interaction with multiple sites ensuring productions levels are maintained based on departmentalgoal.  Works remotely while interacting with multiple sites efficiently and effectively.  Monitor and develop strategic plans based around Quality to assist current staff achieve passing scores.  Conduct coaching sessions with representatives to work on areas of opportunity, provides praise, and feedbackon areas based around customer service.  Performs audits and provide feedbackto all applicable parties involved.  Handle escalations and follow through with current client base. ACCREDO PHARMACY INTAKE 2/2012-9/2012  Handle inquiries from members, providers, physicians, and both internal/externalclients related to pharmacy benefits.  Handle complex issues and resolve them with extensive research and relay all findings in a timely manner to all parties involved.  Assisted members with maximizing their knowledge base around their pharmacy distribution program.  Maintained database that housed documented issues and resolutions for frequently recurring issues.  Worked interdepartmentally to assist members and get answers to questions.  Maintain documentations accurately to improve client experience and reduce any potential legal concerns.
  2. 2. AT&T Wireless - TECHNICAL SUPPORT/ADVANCED NETWORK SERVICES TEAM 10/1998-9/2009  Nominated and won Circle of Excellence award  Created & maintained criteria for representatives to perform job functions  Schedule & Manage representatives to troubleshoot and assist with data issues in chat forum with client base.  Monitored quality assurance and coached representatives on quality standards  Managed and developed Level III support representatives  Acted as a resource for Level III representatives for network support issues.  Participated in weekly conference calls for RIM support and Quality calibrations to support and streamline alignment throughout call centers globally.  Monitored daily KPI for al Level III & IV representatives to ensure all statistical measures were met. AT&T Wireless – Resolution Supervisor  Handle escalated customer complaints  Manage forecasting of calls into applicable queues  Manage split skills and change reps when needed  Evaluate representatives performance and coach areas of opportunity  Prepare reports that rolled up to management & senior management  Participate in hiring of new employees  Responsible for making sure departmental goals were met based on company standards

Views

Total views

334

On Slideshare

0

From embeds

0

Number of embeds

6

Actions

Downloads

3

Shares

0

Comments

0

Likes

0

×