Anita Freeman
Summary
- Resolute and focused CSR/Technical Support Rep providing exceptional technical support and assistance to clients across diverse industries.
- Proficient in diagnosing and resolving complex technical issues promptly, ensuring minimal downtime and maximum user satisfaction.
- Skilled in effectively communicating technical concepts to non-technical users, fostering positive client relationships, and delivering superior service.
- Adept at utilizing ticketing systems, knowledge bases, and troubleshooting tools to streamline support processes and enhance efficiency.
- Strong collaborator with excellent people skills and a passion for delivering high-quality support in challenging environments.
Overview
28
28
years of professional experience
Work History
Customer Service Representative
Compass Experience Labs
12.2022 - 04.2024
- Contract remote customer assistance with inquiries through phone, email, and chat on order status
- Returns and exchanges for online store merchandise and apparel purchases
- Participating in training sessions and ongoing learning opportunities to stay updated on product knowledge, customer service techniques, and company policies.
Technical Support Help Desk Agent
Solutions Staffing
01.2023 - 05.2023
- Resolving customer issues efficiently and effectively, which may involve troubleshooting technical problems, navigating account-related concerns, or providing product/service information
- Remote technical support to teachers and administrators via phone, chat, email, and other channels by educating them on how to use products, register, pretest, administer testing and viewing or recording scores
- Cultivating positive relationships with customers by demonstrating professionalism, empathy, and responsiveness in all interactions.
Adjudicator
Diversified Systems
03.2021 - 03.2022
- Remote Processing Claims for JFS State of Ohio
- Adjudicators document their decisions, including the rationale and supporting evidence, in written reports, notices, or official correspondence to communicate the outcomes to the parties involved
- Maintain accurate and detailed records of cases, decisions, correspondence, and other relevant information in compliance with record-keeping requirements and confidentiality protocols.
Operations Manager
Lawson Surge Electric
11.2016 - 07.2021
- All Human Resources
- Payroll
- Scheduling
- Customer Relations
- On Jobsite Presence and Support
Onsite Manager
11.2014 - 11.2016
- Tailored Management
- Managed all Tailored Management associates on site at the client's warehouse and call centre
- Oversaw all HR related issues, orientation, coaching, attendance, and payroll.
Tier 1 Service Center Representative
Sedgwick CMS
02.2012 - 05.2014
- First point of contact for the employees of our clients when requesting a leave of absence
- Report and certify the requests for fmla, personal leaves, short term disability and workers compensation
- Utilizing critical thinking skills to identify the root cause of customer issues and providing appropriate solutions or escalating complex problems to Tier 2 or Tier 3 support teams when necessary.
Pharmacy Relations Prior Authorization Representative
Corvel Corporation
02.2010 - 02.2012
- Answer phone inquiries from pharmacies and claimants regarding workers compensation prescription claims
- Communicate information needed from the pharmacies to the adjustor for medications that may need prior authorization
- Entering approvals, denials and overrides into the Caremark system
- As well as troubleshooting any issues with pharmacy claims in the Caremark system.
Customer Service Supervisor
Bioscrip Pharmacy
07.2003 - 02.2012
- Training, coaching, and developing CSRs for the Traditional Customer Service Department
- Troubleshooting and resolving escalated calls
- Generate and prepare department daily statistics reports to distribute to our company executives for review via email
- Monitors and assigns work to customer service representatives while performing all the tasks of a customer service representative.
Customer Service Specialist
Columbia Gas of Ohio
01.2003 - 07.2003
- Answered customer inquiries, disputes regarding their billing and processing payments
- Set customers on a payment plan or program if necessary.
Customer Service Specialist
Merck Medco Rx
08.1996 - 02.2002
- Provide quality customer service in a high-volume inbound call center environment for prescription benefit members, doctors’ offices, and retail pharmacists
- Answer customer inquiries regarding their prescription benefits and ordering their mail order prescriptions
- Assist retail pharmacy pharmacists with troubleshooting and successfully processing rejecting claims.
Education
Bachelor’s degree - undefined
Ohio State University
1991
Skills
- Professional Skills
- Peoplesoft
- Customer Service (25yrs)
- Managing and Supervising (20yrs)
- Microsoft Office Programs
- Medical/Pharmacy Terminology (20yrs)
- Healthcare Information (20yrs)
- Remote and Onsite Claims Processing and Data Entry (15yrs)
- 60-65 wpm
- Windows Operating Systems
- Crystal Reporting Systems
- Beeline
- Kronos
- Sterling
Timeline
Technical Support Help Desk Agent
Solutions Staffing
01.2023 - 05.2023
Customer Service Representative
Compass Experience Labs
12.2022 - 04.2024
Adjudicator
Diversified Systems
03.2021 - 03.2022
Operations Manager
Lawson Surge Electric
11.2016 - 07.2021
Onsite Manager
11.2014 - 11.2016
Tier 1 Service Center Representative
Sedgwick CMS
02.2012 - 05.2014
Pharmacy Relations Prior Authorization Representative
Corvel Corporation
02.2010 - 02.2012
Customer Service Supervisor
Bioscrip Pharmacy
07.2003 - 02.2012
Customer Service Specialist
Columbia Gas of Ohio
01.2003 - 07.2003
Customer Service Specialist
Merck Medco Rx
08.1996 - 02.2002
Bachelor’s degree - undefined
Ohio State University
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