Andrea Walker
Poinciana
Summary
Customer service specialist with a strong focus on emergency dispatch coordination. Expert in managing multiple calls while ensuring high service standards and effective communication with clients and service providers. Committed to enhancing workflow efficiency and customer satisfaction through innovative solutions.
Overview
8
8
years of professional experience
Work History
Emergency Road Service Dispatcher
Ascent Pro Staffing
Kissimmee
04.2020 - 06.2026
- Coordinated emergency road service requests, ensuring timely assistance for clients and service providers.
- Dispatched roadside service technicians based on location and availability of personnel.
- Monitored vehicle locations using GPS tracking systems for timely dispatching.
- Managed multiple calls simultaneously, delivering high-quality customer service under pressure.
- Communicated effectively with drivers to ensure clear instructions and updates.
- Collaborated with team members to enhance workflow and response efficiency.
- Trained new dispatch personnel on procedures and best practices for operations.
- Researched customer information using various software applications to verify coverage levels and eligibility status.
Prescription Benefits Specialist
CVS Health
Orlando
04.2019 - 06.2025
- Analyzed prescription benefit claims for accuracy and compliance with regulations.
- Educated members on prescription coverage options and benefits, enhancing their understanding of available plans.
- Managed appeals for denied claims, ensuring thorough documentation and timely submissions to facilitate resolution.
- Communicated discrepancies with retail pharmacies regarding member policies to ensure accurate benefit processing.
- Collaborated with healthcare providers to resolve patient medication issues quickly.
- Provide information about coverage available and options to help members better understand their plan.
- Responded to member inquiries regarding formulary changes and medication alternatives promptly.
- Assure good communication between physicians, pharmacies, and internal departments.
- Utilized pharmacy management systems to track and update prescription benefit inquiries efficiently.
- Demonstrated effective organizational skills by managing multiple tasks and prioritizing responsibilities efficiently.
- Follow up in a timely manner on open task items.
Administrative Assistant and Collections Specialist
Wiginton Fire Systems
Palm Bay
10.2018 - 02.2021
- Coordinated office operations and streamlined filing systems for improved access to documents.
- Managed scheduling and appointment logistics for executive staff.
- Prepared and distributed internal communications to team members.
- Assisted in organizing training sessions and safety drills for employees.
- Maintained inventory of office supplies and ordered replacements.
- Supported project management by tracking deadlines and deliverables.
- Handled incoming calls and directed inquiries to appropriate personnel, ensuring timely responses.
- Answered phone calls and emails to provide information, resulting in effective business correspondence.
- Entered data into spreadsheets using Microsoft Excel or other similar programs.
- Organized and maintained filing systems for physical and electronic documents, ensuring accuracy and confidentiality of records.
- Handled confidential documents in an organized fashion according to established protocol.
- Assisted in maintaining corporate documents by filing annual reports and processing invoices efficiently.
- Ability to organize work under pressure in a fast paced environment.
- Collected payments on past due accounts through effective communication with clients via email, phone, and fax.
- Accurately document processed payments.
- Provides any necessary information to existing clients related to their account details.
- Provided various office assistance by supporting daily administrative tasks and team needs.
Education
Associate of Science -
Kaplan University
Indianapolis, IN05-2008
High School Diploma -
North Central H.S
Indianapolis, IN01-2001
Skills
- Dispatch coordination
- Call management
- Vehicle tracking
- Dispatch software
- Service incident documentation
- Data management
- Workflow enhancement
- Customer relationship management
- Effective communication
- Team collaboration
- Problem solving
- Quick decision making
- Time management
- Stress management
- Computer literacy
- Dependable attendance
Timeline
Emergency Road Service Dispatcher
Ascent Pro Staffing
04.2020 - 06.2026
Prescription Benefits Specialist
CVS Health
04.2019 - 06.2025
Administrative Assistant and Collections Specialist
Wiginton Fire Systems
10.2018 - 02.2021
Associate of Science -
Kaplan University
High School Diploma -
North Central H.S