Summary
Overview
Work History
Education
Skills
Timeline
Generic

Briana Lara

Texas City,TX

Summary

Collaborative individual with expertise in providing exemplary service regarding benefits support. Multitasking Benefits Specialist knowledgeable in state and federal regulations and maintaining employee confidentiality. Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.

Overview

14
14
years of professional experience

Work History

Pharmacy Benefits Specialist

OptumRx
11.2023 - Current
  • Resolved issues and inquiries from plan participants regarding pharmacy benefits and deductions through telephone.
  • Explained benefits to plan participants in easy to understand terms in order to educate each on available options.
  • Observed strict procedures to maintain data and plan participant confidentiality.
  • 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.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Cross-trained and backed up other customer service managers.

Administrative Assistant

Casa Del Mar Beachfront Suites
03.2020 - 10.2022
  • Developed and updated spreadsheets and databases to track, analyze, and report on performance and sales data.
  • Received and sorted incoming mail and packages to record, dispatch, or distribute to correct recipient.
  • Executed record filing system to improve document organization and management.
  • Restocked supplies and placed purchase orders to maintain adequate stock levels.
  • Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors. Easily over 100 calls daily.
  • Negotiated contracts with vendors and suppliers for office supplies, equipment and services.
  • Performed research to collect and record industry data.
  • Assisted coworkers and staff members with special tasks on daily basis.

Customer Service Representative

Casa Del Mar Beachfront Suites
06.2012 - 03.2020
  • Provided primary customer support to internal and external customers in fast-paced environment.
  • Educated customers on promotions to enhance sales.
  • Answered constant flow of customer calls with minimal wait times.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
  • Trained staff on operating procedures and company services.

Receptionist

Genesis Boutique And Salon
01.2011 - 11.2011
  • Kept reception area clean and neat to give visitors positive first impression.
  • Assisted internal staff with clerical and administrative needs to maximize efficiency and team productivity.
  • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
  • Restocked supplies and submitted purchase orders to maintain stock levels.
  • Confirmed appointments, communicated with clients, and updated client records.
  • Handled cash transactions and maintained sales and payments records accurately.
  • Balanced employee availability, customer schedules, and maximum load levels when scheduling appointments.
  • Operated multi-line telephone system to answer and direct high volume of calls

Education

Associate of Arts -

Galveston College
Galveston, TX

High School Diploma -

Texas City High School
Texas City, TX
05.2009

Skills

  • Data entry
  • Computer proficient
  • Creative problem solving
  • Multi-line phone proficiency
  • Filing and data archiving
  • Policy and procedure modification
  • Customer and client relations
  • Employee training and development
  • Spreadsheet management
  • Verbal and written communication
  • Healthcare Benefits
  • Benefits Explanation

Timeline

Pharmacy Benefits Specialist

OptumRx
11.2023 - Current

Administrative Assistant

Casa Del Mar Beachfront Suites
03.2020 - 10.2022

Customer Service Representative

Casa Del Mar Beachfront Suites
06.2012 - 03.2020

Receptionist

Genesis Boutique And Salon
01.2011 - 11.2011

Associate of Arts -

Galveston College

High School Diploma -

Texas City High School

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Briana Lara