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Mom Resume 1

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Mom Resume 1

  1. 1. 4205 S Semoran Blvd Unit 12 Orlando, FL 32822 407.492.4990 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


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