4205 S Semoran Blvd Unit 12
Orlando, FL 32822
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
Monitor staffing to ensure adequate staffing is available to meet SLA
Daily interaction with multiple sites ensuring productions levels are
maintained based on departmentalgoal.
Works remotely while interacting with multiple sites efficiently and
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
Performs audits and provide feedbackto all applicable parties involved.
Handle escalations and follow through with current client base.
ACCREDO PHARMACY INTAKE
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
Maintained database that housed documented issues and resolutions for frequently
Worked interdepartmentally to assist members and get answers to questions.
Maintain documentations accurately to improve client experience and reduce any potential
AT&T Wireless - TECHNICAL SUPPORT/ADVANCED NETWORK SERVICES TEAM
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