Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Work Availability
Software
Work Preference
Timeline
Hi, I’m

Amanda Fetaui

Las Vegas,NV
"Skills can be taught anywhere, character and empathy cannot."
Anonymous

Summary

Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.

Overview

26
years of professional experience
1
Certification

Work History

Capital Rx

Remote Pharmacy Customer Service Representative
09.2024 - Current

Job overview

  • Identified issues and communicated solutions to customers, pharmacies, and physicians for prescription orders and refills
  • Actively listened and asked appropriate questions while documenting information in the Salesforce system
  • Escalated inquiries and requests to the appropriate department or person as necessary
  • Assisted customers in navigating insurance claims, resulting in fewer denials and improved coverage understanding.
  • Ensured regulatory compliance by diligently adhering to pharmacy policies, procedures, and applicable laws during daily operations.
  • Documented all inquiries, requests, resolutions, and follow-up tasks efficiently
  • Supported team members in achieving company goals by consistently meeting individual performance targets.
  • Provided first-call resolutions to minimize repeated calls and potential escalations
  • Managed confidential patient records with meticulous attention to detail while upholding privacy standards.
  • Delivered exceptional service during high-volume periods, maintaining composure under pressure while managing multiple tasks simultaneously.
  • Increased customer loyalty by providing empathetic support during challenging medical situations or treatment transitions.
  • Enhanced customer satisfaction by providing top-notch pharmaceutical advice and addressing concerns promptly.
  • Enhanced customer knowledge with clear communication about medications.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Improved service delivery by coordinating with pharmacy staff.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Handled customer complaints for maintaining high service standards.
  • Promptly responded to inquiries and requests from prospective customers.
  • Collaborated with team to enhance overall pharmacy performance.

ABM INDUSTRIES

Shift Supervisor
07.2018 - 04.2024

Job overview

  • Led a team of dispatchers, enforcing service quality, safety protocols, and professional conduct
  • Managed documentation for supply inventories, personnel records, and shift incident reports
  • Ensured optimal station operations and adequate supply levels for daily activities during overnight shifts
  • Coordinated dispatcher schedules, assessing and prioritizing station needs, and conducted training and counseling sessions to maintain high service standards
  • Trained new employees and delegated daily tasks and responsibilities.
  • Enforced company policies and regulations with employees.
  • Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
  • Promoted a positive work environment through open communication and effective conflict resolution strategies.
  • Maintained open lines of communication with customers to ensure timely response to inquiries or complaints, fostering loyalty through proactive engagement efforts.
  • Enhanced customer satisfaction with exceptional service and prompt resolution of concerns.
  • Monitored employee performance, providing constructive feedback and coaching as needed to support professional growth and skill development.
  • Served as a liaison between staff members and upper management, facilitating effective communication channels for information sharing and issue resolution.
  • Collaborated with management to develop and implement performance improvement plans for underperforming staff members.
  • Prepared shift summary reports for supervisor and communicated regularly on goals and progress.
  • Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
  • Managed shift operations, supplied resources and monitored team performance to keep business profitable and running smoothly.
  • Resolved conflicts between employees to maintain positive and productive work environments.
  • Supervised ongoing daily production phases.
  • Cultivated professional working relationships with peers and supervisors.
  • Kept accurate and detailed records of personnel progress and productivity.

Hawaii Medical Service Association (HMSA)

Medicaid Member Services Trainee Representative
12.2017 - 06.2018

Job overview

  • Addressed Medicaid member inquiries on medical insurance coverages, providing clarification and guidance through phone, written correspondence, and in-person interactions
  • Investigated and resolved member complaints in alignment with established grievance procedures, ensuring thorough documentation and follow-up
  • Informed members of policy updates and changes to their health plans, maintaining accurate logs of all communications in compliance with relevant guidelines
  • Experienced handling and resolving a high volume of complex customer needs over the phone
  • Computer keyboarding experience, skills and aptitude
  • Ability to review claims in order to provide any updates status requests regarding claims that is pending review or has been resubmitted for escalation or further review
  • Ability to utilize interpersonal skills to put people first and deliver personalized patient experiences ending with customer satisfaction
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Improved issue resolution rate by accurately identifying customer needs.
  • Identified customer needs and exceeded expectations with personalized service.
  • Boosted customer retention by building strong rapport.
  • Documented interactions to ensure continuity of service.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Interacted with customers under supervision to support operational objectives.
  • Participated in weekly team meetings to offer insights, fostering collaborative work environment.
  • Attended training courses to build understanding of processes, techniques, and industry.
  • Learned new materials, processes, and programs quickly.
  • Participated in on-the-job training, working closely with supervisors and coworkers and asking appropriate questions.

Ohana Healthcare

Medicaid /Medicare Customer Service Representative
06.2012 - 07.2016

Job overview

  • Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
  • Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
  • Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
  • Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
  • Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
  • Delivered exceptional support during high call volume periods by maintaining composure and professionalism under pressure.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Demonstrated excellent customer service skills while assisting diverse populations with various needs related to Medicaid benefits.
  • Collaborated with healthcare providers to resolve billing issues, facilitating prompt payment of claims.
  • Used data entry skills to accurately document and input statements.
  • Increased customer retention by delivering exceptional support in Medicare services.
  • Assisted Medicare beneficiaries to resolve inquiries and provide accurate information.
  • Improved customer satisfaction by handling Medicare-related issues with professionalism.
  • Enhanced customer experience, resolving issues with empathy and efficiency.
  • Managed high call volumes for improving response times and service efficiency.
  • Educated customers on Medicare benefits and options, improving their decision-making.

DNC Tax Services

Front Office Assistant
01.1999 - 04.2015

Job overview

  • Managed client communications regarding tax return statuses and arranged meetings with Tax Preparers, enhancing client engagement and service satisfaction
  • Facilitated the handling of incoming and outgoing correspondence, ensuring timely delivery and receipt of important tax documents
  • Implemented document processing systems to maintain an organized and efficient office environment, contributing to the smooth operation of tax services
  • Delivered exceptional customer service by maintaining clear work areas, ensuring accessibility of necessary forms, and collaborating effectively with colleagues
  • Supported office productivity by maintaining a clean and organized reception area for clients and visitors.
  • Maintained confidentiality in handling sensitive information while performing administrative tasks.
  • Enhanced office efficiency by managing schedules, organizing files, and maintaining a clean workspace.
  • Facilitated smooth operations by efficiently handling incoming mail, phone calls, and visitor inquiries.
  • Expedited document processing with accurate data entry and timely filing.
  • Prepared and edited documents to produce precise, accurate and professional communication.
  • Facilitated smooth workflow by efficiently handling multiple administrative tasks simultaneously, prioritizing according to urgency and importance.
  • Increased team productivity, organizing and scheduling appointments and meetings without overlap.
  • Fostered positive work environment, coordinating team-building activities and maintaining clean and organized office space.
  • Improved data accuracy, entering and updating records in database with keen eye for detail.
  • Input data into spreadsheets and databases.
  • Kept office supplies well organized and sufficiently stocked, placing orders promptly to replenish materials before depleted.
  • Processed incoming and outgoing mail and packages according to established procedures.
  • Edited documents to keep company materials free of grammar errors.

Education

James Campbell High School
'Ewa Beach, HI

High School Diploma
06.2000

Skills

  • Shift Management
  • Customer Service
  • Call Center
  • Dispatching
  • Supervising Experience
  • Administrative Experience
  • Computer Skills
  • Microsoft Outlook
  • Microsoft Word
  • Typing
  • Problem-solving
  • Healthcare Knowledge
  • Effective Typing
  • Multi-channel Communication
  • Critical Thinking
  • Customer service
  • Medication knowledge
  • Patient interaction
  • Health insurance
  • Communication skills
  • Data entry
  • Attention to detail
  • Time management
  • Client communication
  • Record keeping
  • Active listening
  • Critical thinking
  • Problem resolution
  • Relationship building
  • Call center experience
  • Computer proficiency
  • Conflict resolution
  • Complaint handling
  • Professional telephone demeanor
  • Follow-up skills
  • Prioritization
  • Staff training
  • Building rapport
  • Clerical support

Certification

Driver's License

Accomplishments

  • Supervised team of 10 staff members.
  • Achieved multiple kudos by completing requests and resolving member concerns with accuracy and efficiency.
  • Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
  • Achieved multiple enrollments and positive member outreaches by completing MPPP training with accuracy and efficiency.
Availability
See my work availability
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tuesday
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friday
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sunday
morning
afternoon
evening
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Software

Slack

Google Chrome

Microsoft Windows Operating System

MacOS

Microsoft Applications

Work Preference

Work Type

Full Time

Work Location

HybridRemoteOn-Site

Important To Me

Work-life balanceCompany CultureHealthcare benefitsPaid time offTeam Building / Company RetreatsPersonal development programsCareer advancement4-day work weekPaid sick leave401k matchStock Options / Equity / Profit SharingFlexible work hoursWork from home option

Timeline

Remote Pharmacy Customer Service Representative

Capital Rx
09.2024 - Current

Shift Supervisor

ABM INDUSTRIES
07.2018 - 04.2024

Medicaid Member Services Trainee Representative

Hawaii Medical Service Association (HMSA)
12.2017 - 06.2018

Medicaid /Medicare Customer Service Representative

Ohana Healthcare
06.2012 - 07.2016

Front Office Assistant

DNC Tax Services
01.1999 - 04.2015

James Campbell High School

High School Diploma

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Amanda Fetaui