David Leal

• De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
• Educated customers on special pricing opportunities and company offerings.
• Documented conversations with customers to track requests, problems and solutions.
• Supported customer service goals and enhanced relations through friendly, knowledgeable and positive communication.
• Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
• Met and exceeded productivity targets by handling every interaction with top-notch customer service.
• Assessed students prior to classes, during instruction and at end of each course.
• Researched and incorporated new training methods, tools and resources to offer updated, quality training content.
• Collaborated with management to assess current needs, trends and deficiencies in order to develop targeted training programs.
• Coordinate and supervise daily/weekly/monthly activities of a team members
• Set priorities for the team to ensure task completion and performance goals are met
• Coordinate work activities with other supervisors, managers, departments, etc.
• Identify and resolve operational problems using defined processes, expertise and judgment
• Provide coaching, feedback and annual performance reviews as well as formal corrective action

Primary Responsibilities

∙ Respond to and resolve on the first call, customer service inquires and issues by identifying the topic and type of assistance the caller needs such as benefits, eligibility and claims, financial spending accounts and correspondence

∙ Educate customers about the fundamentals and benefits of consumer-driven health care, guiding them on topics such as selecting the best benefit plan options, maximizing the value of their health plan benefits and choosing a quality care provider

• Developed and implemented operational policies and procedures to ensure efficiency and accuracy of workflows.
• Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
• Tracked progress on projects and provided timely feedback to staff members.
• Resolved customer complaints in a timely manner while ensuring customer satisfaction.
• Conducted Monthly team meetings and weekly coaching's with team members to performance and project deadlines.
• Recruited, hired, trained, mentored, coached, evaluated, and terminated staff as necessary.
• Monitored employee productivity levels on a regular basis to identify areas of improvement.

∙ Contact care providers (doctor’s offices) on behalf of the customer to assist with appointment scheduling or connections with internal specialists for assistance

• Directed and supervised team of 15 employees in daily operations.

• Verified insurance benefits to refill medications by examining formularies and calling insurance companies for exceptions.
• Liaised with pharmacist to measure and prepare medication doses and packaging and label prescriptions.
• Leveraged database to confirm validity of prescriptions, patient data and drug side effects.
• Teamed with peers, technicians and pharmacists to prioritize and complete orders.
• Prepared prescription transfers to other pharmacies.
• Verified prescriptions and drug labels, documents and packages.
• Flagged potential side effects and allergies to prescribed medications for patients.