Angel M. Thacker
Midwest City,OK
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Customer Service Specialist
MaxCareRx Prescription Benefits Services
Edmond, OK
07.2021 - 04.2023
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
Senior Certified Pharmacy Technician
Walgreens
Oklahoma City, OK
05.2009 - 07.2021
- Resolved non-routine issues like third-party billing, computer system, and customer service issues.
- Answered incoming phone calls and addressed questions from customers and healthcare providers.
- Stocked, labeled, and inventoried medication to keep accurate records.
- Communicated with prescribers to verify medication dosages, refill authorizations, and patient information.
- Consulted with insurance company representatives to complete claims processing, resolve concerns, and reconcile payments.
- Solved customer problems in-person or over telephone by providing assistance with placing orders, navigating systems, and locating items.
- Reviewed and verified customer information and insurance provider information.
- Answered patients' questions and troubleshot prescription issues.
- Collected co-payments or full payments from customers.
- Advocated for patients' compliance with medication guidelines.
- Prepared bottle labels.
- Reviewed medication orders.
- Supervised Number pharmacy technicians and coordinated day-to-day assignments.
- Restocked automated medication dispensing equipment.
- Maintained relationships with physicians.
- Helped pharmacist clear problematic prescriptions and address customer questions to keep pharmacy efficient.
- Maintained and updated patient records, prescription information and patient data in accordance with HIPAA regulations.
- Set up and modified patient profiles in System to include current information such as medications and insurance details.
- Restocked pharmacy shelves with current merchandise to drive consistent peripheral sales.
Education
Pharmacy Technician Certified - Pharmaceutical Sciences
Heritage College
Oklahoma City, OK05.2009
Skills
- Quality Assurance and Control
- Monitor Pharmacy Security
- Troubleshooting Malfunctioning Equipment
- Inventory and Supply Management
- Effective Written and Verbal Communication
- Customer Relations
- Customer Service
- Customer Service and Assistance
- Good Communication Skills
- Data Evaluation
- Call Centers
- Inputting Claims
- Excellent Written and Oral Communication
- Problem Resolution
- Creative Solutions
- Telephone Etiquette
- High-Volume Call Environments
- Microsoft Office
- First-Tier Technical Support
- Portal Systems
- Calm and Professional Under Pressure
- Understanding Customer Needs
- Membership Inquiries and Renewals
- Issue and Complaint Resolution
- Reading Comprehension
- Livechat Messaging
- Ability to Work Independently
- Customer Data Confidentiality
- Customer Information Databases
- Process Transactions
- Complex Product Knowledge
- Online Chat
Certification
- Senior Certified Pharmacy Technician , Walgreens -December 2010 - July 2021
- Licensed Pharmacy Technician -May 2009 - 2021
Additional Information
- Social Security Number: Available upon request
References
Summer Clugston - Pharmacist- (405) 255-1843
Karen Scherf - Pharmacist- (405) 204-3060
Sabrina Moore - CSR - (580) 603-0895
Timeline
Customer Service Specialist
MaxCareRx Prescription Benefits Services
07.2021 - 04.2023
Senior Certified Pharmacy Technician
Walgreens
05.2009 - 07.2021
Pharmacy Technician Certified - Pharmaceutical Sciences
Heritage College