Daniel Pallesen
Grove City,OH
Summary
Dynamic [Job Title] committed to optimizing systems performance for reduced operational costs and streamlined workflows. Performs timely software installations and tests alongside routine troubleshooting to facilitate system transitions and minimize downtime. Simplifies complex topics and processes to make technical interactions less intimidating for average users.
Overview
11
11
years of professional experience
Work History
System Configuration Analyst
CoverMyMeds
09.2021 - Current
- Communicated and explained business requirements to team members to understand and implement functional demands.
- Prepared CM-related documentation for on-time delivery.
- Offered input for complex documents to support client-ready final versions.
- Collaborated with upper management to drive strategy and implement new processes.
- Kept CM work aligned with project's configuration management plan.
- Worked well in a team setting, providing support and guidance.
- Gained extensive knowledge in data entry, analysis and reporting.
- Managed time efficiently in order to complete all tasks within deadlines.
- Worked on up to five to seven projects at a time
Action Insight Specialist
CoverMyMeds
02.2019 - 09.2021
- Generated comprehensive reports on portfolio performance and risk assessment.
- Improved emergency resolution processes to save time.
- Cross-trained and provided backup support for organizational leadership.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Responded to customer requests for products, services, and company information.
- Was the Action Insight Specialist for six different medications.
Client Service Representative
Express Scripts
05.2018 - 02.2021
- Promptly responded to inquiries and requests from prospective customers.
- Investigated and resolved accounting, service and delivery concerns.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Utilized active listening skills to identify customer needs and provide appropriate solutions.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Sought ways to improve processes and services provided.
- Maintained accurate record-keeping with proactive attention to client information updates.
Concierge Specialist
Express Scripts
09.2012 - 05.2018
- Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Followed up on customer interactions to maintain customer communication and successfully close resolved issues.
- Monitored and analyzed customer feedback to track patterns in feedback and report areas for improvement to management.
- Built and maintained relationships with customers to increase sales, customer loyalty and positive word-of-mouth.
Education
Bachelor of Science - Business Administration
05.2020
Bachelor of Science - Organizational Leadership
05.2020
Associate of Science - Biology
Skills
- Team Support
- Root Cause Analysis Expertise
- Multimedia Presentations
- Mission Critical Applications
- Train Users
- Client Requirements
- Test Plan Development Expertise
- Test and Optimize Systems
- Configuration Review
- Gather Project Requirements
- Best Practices and Methodologies
- Systems configuration
Timeline
System Configuration Analyst - CoverMyMeds
09.2021 - Current
Action Insight Specialist - CoverMyMeds
02.2019 - 09.2021
Client Service Representative - Express Scripts
05.2018 - 02.2021
Concierge Specialist - Express Scripts
09.2012 - 05.2018
Franklin University - Bachelor of Science, Business Administration
Franklin University - Bachelor of Science, Organizational Leadership
Northeastern Junior College - Associate of Science, Biology
Similar Profiles
Heather TaylorHeather Taylor
Access and Reimbursement Manager at CoverMyMedsAccess and Reimbursement Manager at CoverMyMeds
Marla BradleyMarla Bradley
Senior Account Operations Manager at CoverMyMedsSenior Account Operations Manager at CoverMyMeds
Jennifer EadsJennifer Eads
Training Specialist at CoverMyMedsTraining Specialist at CoverMyMeds
Emma HannahEmma Hannah
Account Management Director at CoverMyMedsAccount Management Director at CoverMyMeds
Angela PenningtonAngela Pennington
Assessment Aide at South Western City SchoolsAssessment Aide at South Western City Schools