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Antoinette Mills has over 10 years of experience in customer service roles, most recently as an Interactive Support Specialist at Health Business Systems since 2006. Her experience includes resolving client issues over the phone, by email, and other methods. She also conducts training, completes special projects, and acts as a liaison between departments. Previously, she held several customer service roles at Express Scripts from 2000 to 2006, including serving as a technical supervisor and point of escalation for resolving customer issues.
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Lauren Helmer has over 8 years of experience in customer service and technical support roles, including her current role as a Building Controls Specialist at Walmart since 2008. She has a passion for customer service and adapting to new environments. Her skills include proficiency with MS Office, organization, time management, decision making, and research. She is pursuing a career in administration and holds a professional profile outlining her education and work experience in customer service, medical, and office roles.
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Phillip Wooldridge has over 15 years of experience in logistics, customer service, and project management. He is currently a Packaging Engineer at Genentech where he manages cross-functional teams to execute packaging and shipping projects. Previously he held several leadership roles at Humana and Genentech in logistics and customer service. He has a Master's degree in Business Administration and a Bachelor's degree in Sociology.
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Lauren Helmer has over 8 years of experience in customer service and technical support roles, including her current role as a Building Controls Specialist at Walmart since 2008. She has a passion for customer service and adapting to new environments. Her skills include proficiency with MS Office, organization, time management, decision making, and research. She is pursuing a career in administration and holds a professional profile outlining her education and work experience in customer service, medical, and office roles.
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Resume
- 1. 1415 Arnold Ave Abington PA 19001 (215)740-2630 amills_p@yahoo.com Antoinette Mills Objective To build upon my ten years of customer service experience by focusing more on special projects associated with difficult clients. As well as train and guided new Customer Service representatives. Experience 2006-Present Health Business Systems Warminster, PA Interactive Support Specialist Research, resolve, and respond to client questions and problems received via telephone calls, e-mail, letters, and faxes. Ensuring client callbacks are completed in a timely manner and in accordance with customer service standards. Document, track, and monitor client's problems and issues to ensure proactive recognition and resolution of software and system trends. Participate in team projects that enhance the quality and efficiency of help desk services, the department, and organization. Acquire and maintain knowledge of relevant product offerings and support policies in order to provide technically accurate solutions to customers. Attend training sessions and participate in other knowledge enhancement activities. Complete all reporting projects in an accurate and timely manner such as, but not limited to, customer service surveys, daily activity logs, and voicemail records. Conducted software and system training to customers. Function as a liaison with other support areas to meet a client's request Document and monitor personal queues on a daily basis Provide evening and weekend on call support. Complete special projects when assigned 2000-2006 Express Scripts, INC. Horsham, PA Associate Support Center Specialist Serve as technical supervisor expert to call center team. Assist with efficient resolution of member and client issues. Provide direction and guidance to less experience team members.
- 2. Handle escalated and unresolved calls from customer service associates that may require deviation from standard procedures or extensive research for resolution. Provide continuous follow-up training to Customer Service Associates. Act as liaison service to other Express Scripts Departments. Simultaneously work as resource management specialist to manage day to day (ASA) performance for all centers to minimize servicing results and cost effectiveness to meet client needs. Recognized and recommended improvements to processes and procedures. Served as a point of escalation for calls from members, physicians and providers requiring a higher degree of expertise or discretion to resolve customer issues and ensure timely resolution. Took overflow calls from members during peak call times. Provided assistance to Customer Service Associates with issues that needed technical expertise and client specific plan interpretation. Provided on-the-job training for new or existing representatives. Mentor Customer Service Associate team to improve understanding and skills. Ensured Customer Service Associates were familiar with resource materials including manuals and materials. Assisted in coordinating system troubleshooting efforts as needed to resolution. Tracked actual to project staffing levels real-time throughout the day. Observed daily inbound call volume patterns. Continually reviewed the performance results to ensure decisions were made to meet service levels. Managed internal performance to align with required forecast (eWFMIDP) system. Observed and managed the RTA system alarms. Tracked the service level and occupancy rate intro day. Provided daily RMC phone coverage to address any phone, computer or general scheduling issues. Customer Service Associate Assisted patients with refilling their prescriptions. Provided the tools to patients for them to better understand and maximizing their pharmacy benefits. Served as a point of contact to pharmacists as help desk for troubleshooting any issues that arise. 1999-2000 Retired Person Services Horsham, PA Clinical Service Representative Serve as technician to pharmacist with daily functions and researching new drugs un-dating database. Maintained service levels and performance guarantees. Maintained and completed documentation of all inquiries. Provided support for back-up pharmacist, assisted with plan
- 3. development and work distributions for pharmacist. Special projects as assigned. Education 1991-1993 Pleasant Ville Senior High School Skill Strong listening skills, coaching, training, organization, and multi-tasking skills.