Clarissa Thomas

• Cultivated strong customer service orientation by actively addressing customer needs and concerns.
• Demonstrated passion for enhancing consumer experience by engaging with customers to understand and fulfill their needs.
• Effective verbal and listening communication skills
• Strong attention to detail
• Strong typing and computer navigation skills
• Ability to manage multiple or competing priorities, including use of multiple computer applications simultaneously

• Answer inbound calls from members, providers, and pharmacies with questions about Pharmacy Benefit Management (PBM) benefits and mail-order pharmacies.
• An average of 70-80 calls is expected daily.
• Understand and strive to meet or exceed call center metrics while providing excellent consistent customer service.
• Take calls back-to-back while toggling through several applications on multiple screens.
• An average of 70-80 calls is expected daily.
• Attend 100% of trainings, and the first 90 days of employment.
• Regular and predictable attendance.

• Consistently exceed performance metrics including call resolution time, customersatisfaction and retention rates.
• Provide high-level support to customers, resolving complex inquiries and escalations with professionalism and efficiency.
• Identified customer needs and provided appropriate solutions.
• Maintain accurate customer records using CRM software, documenting all interactions and resolutions.

Provided exceptional customer service by responding to inquiries, resolving

issues, and ensuring customer satisfaction.

• Demonstrated strong communication skills by actively listening to customers and

offering clear and detailed information.

• Managed a high volume of incoming calls and emails in a timely and efficient

manner.

• Increased customer satisfaction ratings by effectively answering questions.

suggesting effective solutions, and resolving issues quickly.