Audrey Epps
Midlothian,VA
Summary
Capable of providing excellent customer service. Excel in both a team environment and alone. Proven ability to listen attentively, create high-quality professional relationships, and solve problems quickly and efficiently.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Humana
08.2018 - 05.2024
- Revered as a member advocate, Addressed customer needs; which may include acting upon complex benefits needs, resolving grievance, and educating members
- Documented member inquires and resolutions provided per Centers for Medicare and Medicaid compliance criteria
- Intake calls, make outbound calls, resolve grievances, and follow the escalation protocol when necessary to address member needs.
- Handled customer inquiries and suggestions courteously and professionally.
- 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.
Pharmacy Technician
CVS Pharmacy
09.2022 - 11.2023
- Promoted patient confidentiality by adhering to HIPAA regulations when handling personal information during transactions.
- Verified accuracy and completeness of patient information on prescriptions and refills request
- Provided exceptional customer service, fostering positive relationships with both new and returning patients at the pharmacy counter.
- Prepared packaging and labels for prescriptions, verifying accuracy of dosage, side effects, interactions, and refill instructions.
- Precisely processed third party prescriptions and managed adjudication review
- Proficiently processed written, oral and electronic prescriptions.
- Answered incoming phone calls and addressed questions from customers and healthcare providers.
- Stocked, labeled, and inventoried medication to keep accurate records.
Personal Shopper
Walmart
10.2016 - 06.2017
- Placed completed orders in labeled, temperature-appropriate storage pending customer pick up.
- Worked productively with customers to meet order requirements and service expectations.
- Maintained high satisfaction ratings by completing orders quickly and making good selections for customers.
- Provided exceptional customer service by addressing any issues or concerns promptly, maintaining a positive reputation as a Personal Shopper.
Accountant/cashier
Sam's Club
12.2012 - 10.2016
- Maintained adequate change denominations in a cash drawer and request additional change when needed
- Handled day-to-day accounting processes to drive financial accuracy.
- Reconciled cash drawer at start and end of each shift, accounting for errors, and resolving discrepancies.
- Operated cash register to record transactions accurately and efficiently.
- Performed cash, card and check transactions to complete customer purchases.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Greeted customers entering store and responded promptly to customer needs.
Education
Certificate - Pharmacy Technician
J Sargeant Reynolds Community College
Richmond, VA05.2023
High School Diploma -
James River High School
Midlothian, VA06.2013
Skills
- Accounting
- Call Center
- Phone etiquette
- Insurance verification
- Medical billing
- HIPAA
- Pharmacy Technician
- Medical Terminology
- Supervising experience
- Customer Service
Certification
National Center for Hearing Assessment and Management's Newborn Hearing Screening Training Curriculum
Assessments
Attention to detail, Proficient, Identifying differences in materials, following instructions, and detecting details among distracting information
Timeline
Pharmacy Technician
CVS Pharmacy
09.2022 - 11.2023
Customer Service Representative
Humana
08.2018 - 05.2024
Personal Shopper
Walmart
10.2016 - 06.2017
Accountant/cashier
Sam's Club
12.2012 - 10.2016
Certificate - Pharmacy Technician
J Sargeant Reynolds Community College
High School Diploma -
James River High School