DANA FREEMAN
Summary
Experienced and empathetic Customer Experience Specialist with 10+ years supporting customers in healthcare and retail environments. Skilled in resolving complex inquiries, handling escalations, and improving workflows for better efficiency and satisfaction. Recognized for clear, compassionate communication and ownership of challenging cases from first contact to resolution.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Pharmacy Help Desk
Cigna Pharmaceutical
Remote
11.2025 - 03.2026
- Delivered timely resolutions for pharmacy-related inquiries, enhancing customer satisfaction and loyalty across multiple channels.
- Coordinated with healthcare providers to clarify medication coverage and benefits, streamlining the assistance process.
- Managed escalated cases with empathy, effectively addressing complex issues while maintaining compliance standards.
Customer Service Sales Coordinator
Williams-Sonoma
Atlanta, GA
08.2020 - 07.2025
- Resolved escalated customer inquiries across chat, phone, and email with empathy and efficiency.
- Partnered with leadership to identify recurring issues and recommend workflow improvements.
- Acted as a go-to resource for peers, assisting with queue triage and de-escalation strategies.
Compliance Training Coordinator
Bio Products Laboratory
Beaumont, TX
01.2011 - 06.2020
- Coordinated compliance documentation, audits, and process improvements in a healthcare setting.
- Collaborated with cross-functional teams to clarify procedures and ensure regulatory accuracy.
- Supported internal communication, training, and escalation workflows for smoother operations.
Purchasing Manager
SPS-Alpharetta (Hanger Orthopedic)
Atlanta, GA
03.2002 - 12.2010
- Managed vendor relationships and purchasing operations in a healthcare environment.
- Improved efficiency and cost-effectiveness through data-driven contract negotiations.
- Negotiated agreements with vendors regarding price, delivery date, and quality control measures.
Education
Associate of Applied Science -
Institute Supply Management
Skills
- Team collaboration
- Time management
- Adaptability to change
- Tier 2 Support & Escalation Management
- Process & Workflow Optimization
- Cross-Functional Collaboration
- Case Documentation & Triage
- Product & Benefits Knowledge
- De-escalation & Customer Advocacy
- CRM & Ticketing Tools
- Microsoft 365
- Friendly, positive attitude
- Flexible and adaptable
- Dependable and responsible
Certification
- Advanced Recruitment Techniques
- Talent Acquisition
Timeline
Pharmacy Help Desk
Cigna Pharmaceutical
11.2025 - 03.2026
Customer Service Sales Coordinator
Williams-Sonoma
08.2020 - 07.2025
Compliance Training Coordinator
Bio Products Laboratory
01.2011 - 06.2020
Purchasing Manager
SPS-Alpharetta (Hanger Orthopedic)
03.2002 - 12.2010
Associate of Applied Science -
Institute Supply Management