Alicia Wade
Henderson,NV
Summary
Dedicated Customer Service Representative with many years of experience working with a variety of customers , patients and clients . Trained in project and time management with extensive knowledge of direct communication and proven multitasking abilities. Committed to maintaining professional relationships with clients to increase profitability and drive business results.
Overview
10
10
years of professional experience
Work History
Pharmacist Customer Associate
Elevance Health
07.2023 - Current
- Developed strong relationships with healthcare providers to optimize patient care and medication adherence.
- Enhanced pharmacy efficiency by implementing new workflow processes and inventory management systems.
- Managed high volume of prescriptions daily while maintaining excellent customer service and attention to detail.
- Served as liaison between the pharmacy department and other healthcare professionals, facilitating communication regarding patient care plans.
- Collaborated with insurance providers to resolve billing discrepancies, ensuring timely reimbursement for pharmacy services.
- Implemented department asset protection procedures that identified and minimized profit loss.
Administration Assistant
Alaska Airlines
05.2020 - 07.2023
- Answered multi-line phone system and transferred callers to appropriate department or staff member.
- Managed filing system, entered data and completed other clerical tasks.
- Sorted, opened and routed incoming correspondence and deliveries to help senior leaders respond quickly to business and customer requirements.
- Answered, responded to and transferred over 50 daily phone calls on multi-line phone system
- Identified and recommended changes to existing processes to improve accuracy, efficiency, and quality service
- Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests
- Volunteered to help with special projects of varying degrees of complexity
Lead Client Service Representative
Estancia Del Sol
07.2018 - 05.2020
- Communicated with vendors regarding back order availability, future inventory and special orders.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Provided information to customers regarding charge accounts and loyalty program and helped to open and activate new accounts.
- Assisted customers with setting appointments, shipping and special order requests, and arranging merchandise pick-up at other locations.
- Cultivated customer loyalty, promoted repeat customers and improved sales.
- Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction.
- Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction 80%
Patient Care Coordinator
The VA Hospital
09.2015 - 04.2018
- Updated documentation and reports detailing patient activities, care actions and hospital determinations.
- Worked with patients to schedule tests and procedures.
- Monitored ongoing care and proactively corrected problems.
- Educated patients by explaining preparation instructions for upcoming procedures and tests.
- Completed resident assessments in accordance with current regulations and guidelines.
- Completed documentation of care, hospital actions and patient activities.
- Encouraged patients to schedule recommended tests and procedures.
- Explained upcoming treatment preparation, instructions and other facts to patients.
- Coordinated charitable, government and community resources for patients.
- Maintained confidentiality of patient data and condition at all times to safeguard health information.
- Delivered excellent patient experiences and direct care.
- Reviewed each step of patient care and made proactive adjustments to avert issues
Customer Service Specialist
The Home Depot Store Support Center
10.2014 - 05.2015
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and effective solutions.
- Assisted customers with needs such as opening accounts, depositing or transferring funds, updating account details and signing up for new services.
- Educated customers on promotions to enhance sales.
- Maintained financial accounts by processing customer adjustments.
- Took payment information and other pertinent information such as addresses and phone numbers to place orders.
- Handled over 50 calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services
Education
Certificate - Early Childhood Education
Riverside Community College
Santa Ana, CA06.2008
Certificate - Early Childhood Education
Riverside Community College
Riverside, CA08.2014
Skills
- Product manufacturing
- Patient-focused quality service
- Good telephone etiquette
- Good listening skills
- Compassion
- Social media marketing
- PR strategy development
- Organization
- Excellent work ethic
- Planning and Coordination
- Data management
Timeline
Pharmacist Customer Associate
Elevance Health
07.2023 - Current
Administration Assistant
Alaska Airlines
05.2020 - 07.2023
Lead Client Service Representative
Estancia Del Sol
07.2018 - 05.2020
Patient Care Coordinator
The VA Hospital
09.2015 - 04.2018
Customer Service Specialist
The Home Depot Store Support Center
10.2014 - 05.2015
Certificate - Early Childhood Education
Riverside Community College
Certificate - Early Childhood Education
Riverside Community College