Ashley Williams
Orlando
Summary
Dynamic Customer Service Supervisor with a proven track record at Accredo Specialty Pharmacy, excelling in problem-solving and time management. Recognized for enhancing team efficiency and fostering a culture of excellence while resolving complex customer issues. Adept at utilizing customer service software to streamline operations and improve patient care outcomes.
Overview
10
10
years of professional experience
Work History
Customer Service Supervisor
Accredo Speciality Pharmacy
04.2020 - Current
- Assisted team members with customer inquiries and complaint resolution.
- Learned company policies and procedures to provide accurate information to customers.
- Adapted to various customer service software for efficient issue tracking and resolution.
- Supported training programs for new staff to enhance service quality and efficiency.
- Assist with special projects as needed.
- Act as escalation point for complex issues and inquiries, providing advanced expertise and guidance to ensure prompt and effective resolution of customer concerns.
Customer Service Interim Supervisor
Accredo Specialty Pharmacy
12.2019 - 04.2020
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Demonstrated commitment to the organization''s core values, leading by example and fostering a culture of excellence.
- Supervised and supported front line staff, providing coaching, performance feedback, and conflict resolution as needed.
- Contributed to scheduling, workflow management, and reporting to support leadership and operational goals.
Patient Care Advocate
Accredo Specialty Pharmacy
03.2016 - 04.2020
- Identified patient care issues and submitted requests to the appropriate departments for resolution.
- Directed patient inquiries and complaints to ensure timely and effective handling.
- Facilitated satisfactory resolutions by coordinating with internal teams and external partners.
- Maintained up-to-date knowledge through ongoing training and completion of LMS modules.
- Assisted patient, medical facilitates with order scheduling and submitted necessary requests to the Pharmacy or other relevant sources.
- Served in multiple roles, including PCA, RTL Info & TAG line support.
- Appointed as SME & EL in NH training class (10/2019 & 11/2019), providing guidance, fostering team collaboration and performance.
Licensed Health Insurance Agent
Optum
06.2015 - 02.2016
- Educated clients on health insurance options and benefits, ensuring informed decision-making.
- Conducted thorough needs assessments to match clients with appropriate coverage plans.
- Streamlined policy enrollment processes, enhancing client satisfaction and retention rates.
- Consistently achieved sales targets by aligning solutions with customer needs.
- Developed in-depth product knowledge to effectively communicate features and benefits to clients.
- Cultivated strong customer relationships to drive repeat business and long-term loyalty.
Education
Master of Science - Public Health
Florida Agricultural And Mechanical University
Tallahassee, FL06-2026
Bachelor of Science - Health Sciences
Seminole State College of Florida
Sanford, FL12-2023
Pharmacy Technician -
West Side Tech
Winter Garden, FL04-2011
High School Diploma -
Jones High School
Orlando, FL06-2010
Skills
- Problem-solving
- Time management
- Customer service
- Multitasking and organization
Timeline
Customer Service Supervisor
Accredo Speciality Pharmacy
04.2020 - Current
Customer Service Interim Supervisor
Accredo Specialty Pharmacy
12.2019 - 04.2020
Patient Care Advocate
Accredo Specialty Pharmacy
03.2016 - 04.2020
Licensed Health Insurance Agent
Optum
06.2015 - 02.2016
Master of Science - Public Health
Florida Agricultural And Mechanical University
Bachelor of Science - Health Sciences
Seminole State College of Florida
Pharmacy Technician -
West Side Tech
High School Diploma -
Jones High School
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