Susan Ortiz has over 25 years of experience in customer service roles of increasing responsibility. She is currently a Team Lead at Accredo Prior Authorization, where she monitors staffing levels and production goals, develops strategic quality plans, and conducts coaching sessions. Previously, she held customer service roles at Accredo Pharmacy Intake and AT&T Wireless, where she handled inquiries, issues, and escalations, maintained documentation, and managed representatives to ensure goals were met.
As a MBA (Business Strategy), Herriot Watt University, UK with 22+ years of experience in implementing operational strategies and coordinating project activities across diverse organizations, having exposure to working on various multi-million dollar projects, I present herewith, my candidature to work with your company, in a challenging managerial role and add value to the operations.
As a MBA (Business Strategy), Herriot Watt University, UK with 22+ years of experience in implementing operational strategies and coordinating project activities across diverse organizations, having exposure to working on various multi-million dollar projects, I present herewith, my candidature to work with your company, in a challenging managerial role and add value to the operations.
This topic gives an overview of the key features of the .NET Framework by version, provides information about the underlying CLR versions and features included
I have worked within the Operations Management and Customer/Client Service industries for over 10 years and have acquired skills in a variety of areas including high pressure problem solving, process implementation/ improvement, strategic planning, data analysis and project management. I have exceptional communication skills which enables me to build strong relationships on all professional levels from clients to employees to management.
I have had the great benefit of working for three high paced, continuously growing and changing companies, providing me with a unique perspective on adapting to a constantly altering business environment and technologies.
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. 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