Brooke Merrill
Fort Myers
Summary
Dynamic customer service professional with a high-energy attitude and proven complaint resolution skills, honed at Express Scripts. Adept at enhancing client relations and training staff, I excel in fostering teamwork and optimizing service environments, ensuring exceptional support and satisfaction. Proficient in multi-line phone systems and effective problem resolution.
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
Express Scripts
09.2023 - 05.2024
- Responded to customer requests for products, services, and company information.
- Trained staff on operating procedures and company services.
- Investigated and resolved customer inquiries and complaints quickly.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Trained new personnel regarding company operations, policies and services.
Casino Attendant
Pharaohs Treasure
08.2023 - 03.2024
- Fostered high-quality customer service across team by modeling standards and providing employees with direction and coaching.
- Delegated tasks to employees to enhance productivity and workflow.
- Assisted supervisor with feedback for employee performance evaluations.
- Upheld proper visual merchandising standards on retail floor and windows.
- Enforced game rules and casino policies fairly to maintain betting standards.
Pharmacy Technican
Publix Pharmacy
04.2023 - 08.2023
- Stocked, labeled, and inventoried medication to keep accurate records.
- Restocked pharmacy shelves with current merchandise to drive consistent peripheral sales.
- Consulted with insurance company representatives to complete claims processing, resolve concerns, and reconcile payments.
- Communicated with patients to collect information about prescriptions and medical conditions or arrange consultations with pharmacists.
- Collected co-payments or full payments from customers.
- Counted, measured, and compounded medications following standard procedures.
- Maintained proper drug storage procedures, registries, and records for controlled drugs.
Personal Care Assistant
Vero Beach Care Assistants
03.2023 - 04.2023
- Cleaned house, ran errands, managed laundry, and completed weekly grocery shopping.
- Maintained clean personal areas and prepared healthy meals to support client nutritional needs.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Transported individuals to events and activities, medical appointments, and shopping trips.
- Recognized and reported abnormalities or changes in patients' health status to case manager.
- Remained alert to problems or health issues of clients and competently responded.
Customer Service Staff Member
Publix
11.2016 - 08.2022
- Fielded customer questions regarding available merchandise, sales, current prices, and upcoming company changes.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Implemented and developed customer service training processes.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Met customer call guidelines for service levels, handle time and productivity.
Education
Associate of Science - Billing And Coding
Ultimate Medical Academy
Remote11-2026
High School Diploma -
Florida Virtual
Remote01-2018
Skills
- Effective complaint resolution
- Scheduling
- Account management
- Hospitality services
- Complaint resolution
- Account updating
- Multi-line phone talent
- Follow-up skills
- Client relations
- Effective problem resolution
- Filing
- Typing 55 wpm
- Receiving support
- Conflict resolution
- Money handling
- Positive and professional
- High-energy attitude
- Team development
Timeline
Customer Service Representative
Express Scripts
09.2023 - 05.2024
Casino Attendant
Pharaohs Treasure
08.2023 - 03.2024
Pharmacy Technican
Publix Pharmacy
04.2023 - 08.2023
Personal Care Assistant
Vero Beach Care Assistants
03.2023 - 04.2023
Customer Service Staff Member
Publix
11.2016 - 08.2022
Associate of Science - Billing And Coding
Ultimate Medical Academy
High School Diploma -
Florida Virtual
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