David Butler

Responsible for monitoring and responding to security alarm events and video surveillance across all enterprise locations during the night shift. Responding to alarms by dispatching emergency services, coordinating with public safety agencies, and ensuring compliance with federal and state regulations in collaboration with the DEA, FDA, FBI, and Board of Pharmacy. Responsibilities include managing and updating the alarm processing database, maintaining accurate contact information, generating reports for Loss Prevention and Operations management, monitoring of over 9,500 store locations and remotely configuring alarm systems as needed.

Responsible for reviewing and evaluating group plans and configuring business applications to support enrollment, eligibility management, billing, collections, and disbursements. This included configuring rules, loading rates, policy fulfillment, data file imports and exports, and proper testing to assure that the configuration was working in accordance with policy and administrative guidelines and adhered to quality and reporting standards. Understood business problems and opportunities in the context of internal operations, finance, sales, marketing, and external clients’ needs, and recommended solutions that enabled the organization to achieve its goals and objectives. Reviewed monthly reporting to find possible errors and implement solutions. Collaborated across multiple teams to resolve system issues.

• Took over Key account renewal; managed the technical requirements, implemented process improvements and was able to reduce time to implement by several weeks
• Implemented several process improvements reducing time to set up accounts, research issues and provide faster turnaround for the business
• Onboarded new team members; provided training and mentoring

Responded to inquiries regarding insurance coverage submitted by association members through various channels, assisting in the enrollment process and servicing policies. Functioned as an advocate for the clients and intercede on their behalf with the carriers involving claim, enrollment, and billing problems. Made outbound calls to follow up on prospects, telemarketing calls and replies to service questions that involve research. Performed various administrative tasks such as preparing and typing memorandums and letters because of sales made and service questions. Communicated daily and interacted to develop positive working relations with customers, peers, team members, managers, and carriers of the products we sell and service.

Answered incoming calls to assist members with reservations for medically assisted transportation. Monitored agents recorded telephone calls to ensure departmental and company policies were properly followed to ensure customer satisfaction. Monitored web programs for incoming reservations through the internet. Provided agents with call escalation support. Answered any inquiries from agents regarding complex issues that arose. Monitored call tracking software to ensure proper agent availability and schedule.

Provided strategic resolutions to customer inquiries in an accurate and timely manner. Provided refunds to customers based on outlined policies and procedures. Participated in daily team meetings to ensure trending issues are escalated through the proper channels to ensure customer satisfaction. Ensured customer privacy and confidentiality by performing proper authentication of customers. Coached agents on calls that they have taken to grow their skills for better first call resolution. Managed escalation calls from customers that have requested to speak with a supervisor. Ensured proper scheduling to maintain coverage during breaks, lunches, and scheduled time off. Recommended solutions that would present the best outcome for all parties involved. Reviewed accounts to determine risk and reported them as needed to the fraud department.

Received and answered calls from patients requiring information from their recent Minute Clinic visit, to update insurance information, obtain payment or locating a clinic. Followed up on medical claims regarding incorrect payments from the insurance company to coordinate correct information being processed. Researched and posted payments that have come into the department lacking information by coordinating with the insurance company. Assisted the department in training new colleagues brought into the open positions. Analyzed team performance to assist in training to fill gaps to increase productivity. Provided coaching to associates based on reports pulled from system on claims.

Facilitated and expedited customer service issues for CVS.com and CVSphoto.com online customer. Responsible for resolution of issues via telephone, fax, and e-mail. Coordinated directly with vendors and outside departments to resolve order and product issues. Followed defined policies and procedures to provide a consistent level of excellent customer service. Efficiently accessed multiple electronic systems and LAN/PC to provide complete response while multi-tasking. Developed a new training manual for CVS.com and CVSphoto.com representatives.

Responded and assisted CVS.com and CVSphoto.com online customers with requests via Telephone. Recorded accurate notes to customer accounts to ensure co-workers can properly assist customers in the future. Provided assistance to customers navigating the CVS.com website and placed orders directly for customers needing additional assistance. Quickly responded to customer calls to ensure a low waiting time and high level exceptional Service.