Darlene Person
Summary
Customer Service Specialist experienced in prioritizing and multitasking within fast-paced environments. Delivered effective resolutions to escalated customer support issues while managing high volumes of inbound calls and fostering strong customer and client relationships. Focused on enhancing customer satisfaction and operational processes to drive company success.
Overview
29
29
years of professional experience
Work History
Customer Service Representative
CVS HEALTH CORPORATION
Knoxville
11.2007 - Current
- Educated and assisted members with inquiries and resolved issues promptly over the telephone in an inbound call center environment regarding pharmaceutical benefits.
- Advised members on prescription benefit plan design for drug coverage at retail and mail order.
- Educated members on formulary drug list and prior authorization process for coverage review.
- Assisted members with eligibility Issues.
- Process prescriptions accurately and efficiently for patients on their path to better health. I place refills, check order status, track packages and assist with general shipping issues through our mail order pharmacy.
- Act as a liaison between patients, doctors and pharmacies to ensure that members receive their medications as needed.
- Quoted drug coverage and cost of medications.
- Assisted members with financial and billing issues.
- Troubleshoot website issues with members.
Customer Service Supervisor
Metron North America
Knoxville
07.2000 - 10.2007
- Supervised daily operations and staff performance in the customer service department.
- Trained employees on customer service protocols and company policies.
- Coached and mentored customer care representatives to meet company goals, providing guidance on all job aspects.
- Facilitated team meetings to enhance product knowledge and foster collaboration among team members.
- I conducted monthly team meetings and met with 18-20 customer care representatives regarding their job performance on a monthly basis.
- Coordinated scheduling to ensure adequate coverage during business hours.
- Resolved escalated issues for customers and customer service representatives in person and via telephone.
- Advised employees on explaining product options for Satellite TV and guided customers through installation processes and scheduling appointments for Direct TV equipment.
Customer Service Representative
Cendant Corporation
Knoxville
04.1997 - 06.2000
- Assisted customers with hotel reservations, modifications, and cancellations, ensuring a seamless booking experience.
- Provided detailed information on hotel rates, availability, amenities, and promotions to enhance customer decision-making.
- Resolved customer inquiries and service issues, contributing to consistently high customer satisfaction.
- Entered and updated reservation information in a computerized booking system.
- Processed customer payments and verified reservation details.
- Maintained productivity and quality standards in a fast paced call center environment.
Education
Ohio High School Equivalence Diploma
Columbus, OHSkills
- Prescription processing
- Insurance troubleshooting
- Call center operations
- Educate members on their prescription benefit plan design
- Manage Medicare Accounts
- Manage Commercial Accounts
- Data Entry
- Training Subject Matter Expert
- Senior team leadership
- Customer relationship management
- Team leadership
- Performance coaching
- Problem solving
- Effective communication
- Conflict resolution
- Attention to detail
- Data entry
- Computer proficiency
- Microsoft outlook
- Customer relations
- Problem-solving
- Multitask management
- Member account management
- Customer education
- Documentation
- Positive and professional
- Complaint handling
- Inbound and outbound calling
- Dispute resolution
- Service standard compliance
- Technical troubleshooting
- Research
References
References available upon request.
Timeline
Customer Service Representative
CVS HEALTH CORPORATION
11.2007 - Current
Customer Service Supervisor
Metron North America
07.2000 - 10.2007
Customer Service Representative
Cendant Corporation
04.1997 - 06.2000
Ohio High School Equivalence Diploma