Quiana Lee is an experienced call center professional with 18 years of experience in pharmacy and medical insurance knowledge. She has managed teams of up to 64 staff members and excels at developing and implementing processes and procedures. Currently pursuing an AAS in Business Administration and Management, she aims to continue leveraging her skills in customer service, leadership, and process optimization.

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, call center practices,and call center procedures, including thirteen
years of pharmacy,and medical insuranceknowledge.
Excellent experience developing and implementinga variety of corporateprocesses and procedures,
including those that must comply with corporate,state,or federal agency guidelines.
Extensive experience supporting,developing, motivatingand managing FTE’s and departmental teams of
anywherefrom 8 to 64 staff members.
Fluent experience workingwith direct clients, account managers,Sr. Executives, and logistic personnel.
Consistently works with integrity,mutual respect,and alignment with corporatevalues.
***EDUC ATION***
Sa in t Lou is CC * F lor is s ant V a lley
AAS 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 tosatisfy client requests.
 Achieved green status in mid-year review from yellow in under 30 days for call center performance
guarantees.
 Restructured workdistribution toachieve a more efficient workflow, resultingin 100% of
escalations closed before expiration of contractual turnaround times and performance guarantees.
 Recruit,hire, and supervised team members providing regular feedback sessions to enhance career
development.
 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 ServiceAssociate
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 ServiceAssociate 2001-2004
APAC Teleservices Customer ServiceAgent 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
 EDI System