Summary
Overview
Work History
Education
Skills
Timeline
Generic
Debra Breeden

Debra Breeden

Knoxville,State

Summary

Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Well-versed in handling account issues such as claims, Paper claim reimbursements, payment collection and updates of Members accounts. Demonstrated success in handling complicated policy issues with efficiency and accuracy with 15 years of experience in Customer Service. Innovative in developing unique solutions targeted to precise needs of each individual case. Attentive in hearing all viewpoints and working closely with disputants to deliver mediation and solutions based on communication and cooperation. Proven leader with top-notch skills in research and analytical problem solving. Adept at handling tough calls for junior team members, as well as assisting management with keeping the department running smoothly. In-depth understanding of related standards and procedures. Assist Pharmacy Help Desk claims at Retail Pharmacies. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

22
22
years of professional experience

Work History

Senior Resolution Specialist

CVS/CAREMARK PBM
Knoxville, Tennessee
11.2012 - 11.2022
  • Take Escalated calls from Members; along with assisting Dr Offices, Prior Authorization and Specialty Pharmacy claims
  • Paper claim reimbursements and DED/OOP/ACCUM of RX benefits
  • Traveled to Vendor locations to assist training MEDICARE D Representatives and assisted with onboard training of new hires,.
  • Helped team members develop skills and improve performance to maximize service and productivity.
  • Monitored calls and proposed improvement plans for struggling representatives.
  • Formulated focused and individualized resolutions aimed to peacefully settle disputes.
  • Drove dispute resolutions using effective problem-solving and by guiding mutual understanding of opposing viewpoints.
  • Demonstrated strong organizational and time management skills while managing multiple projects.
  • Proven ability to learn quickly and adapt to new situations.

Customer Service Representative

TJC/The Jewelry Center
Newport, Tennessee
05.2021 - 11.2021
  • Answered 50 or more incoming calls during live Jewelry shows while upselling to increase profit.
  • Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Investigated and resolved accounting, service and delivery concerns.
  • Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.

Customer Service/Terminal Support

Staffing Solutions, Elavon
Knoxville, TN
06.2012 - 11.2012
  • Answering phones and assisting Merchants with funding issues and/or Merchant statement questions, while troubleshooting Merchant terminals used for processing Credit card payments.
  • Responded to customer inquiries and provided technical assistance over phone and in person.
  • Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Adaptable and proficient in learning new concepts quickly and efficiently.
  • Organized and detail-oriented with strong work ethic.
  • Demonstrated respect, friendliness and willingness to help wherever needed.

Customer Service Representative

Staffing Solutions USA; Talbotts
Knoxville, TN
12.2011 - 06.2012
  • Answered constant flow of customer calls with minimal wait times
  • Troubleshoot website, as well as assist with online purchases.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Processed customer service orders promptly to increase customer satisfaction.
  • Promoted available products and services to customers during service, account management, and order calls.
  • Updated account information to maintain customer records.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
  • Followed up with customers about resolved issues to maintain high standards of customer service.

Cashier

HT Hackney
Knoxville, TN
04.2011 - 12.2011
  • Utilized POS system to handle customer cash and credit card transactions.
  • Developed and managed relationships with customers to increase customer loyalty.
  • Reconciled cash drawer at start and end of each shift, accounting for errors, and resolving discrepancies.
  • Conducted inventory counts by adding each item in stock and documenting in computer system.
  • Checked personal identifications during alcohol and tobacco sales.
  • Maintained current knowledge of store promotions and highlighted sales to customers.
  • Referred to price sheets and special sale bulletins to enter price changes.

Sales Associate/Shipping and Receiving

Michael Kors
Sevierville, TN
11.2010 - 04.2011
  • Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
  • Engaged with customers to build rapport and loyalty.
  • Prepared merchandise for sales floor by pricing or tagging.
  • Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
  • Assessed customer needs and utilized suggestive selling techniques to drive sales.
  • Managed returns, exchanges and refunds in accordance with store policy.
  • Presented professional image consistent with company's brand values.
  • Trained new employees on customer service, money handling and organizing strategies.
  • Greeted customers and offered assistance with selecting merchandise, finding accessories and completing purchases.
  • Built relationships with customers and community to promote long term business growth.
  • Achieved or exceeded company-defined sales quotas.

Owner/Partner

D-Vine D-Zines
Knoxville , Tennessee
08.2007 - 11.2010
  • Founded and managed Embroidery and Screen Print business with a store front environment.
  • Enhanced operational efficiency and productivity by managing budgets, accounts, and costs.
  • Managed day-to-day business operations.
  • Established foundational processes for business operations.
  • Developed and implemented marketing strategies to generate new customers and increase sales and profit margins.
  • Evaluated suppliers to maintain cost controls and improve operations.
  • Organized and attended trade shows and special events to showcase products, network with other businesses and attract new customers.
  • Consulted with customers to assess needs and propose optimal solutions.
  • Monitored market conditions to set accurate product pricing and take advantage of emerging trends.

File Clerk/Patient Registration

Summit Medical Group
Knoxville, TN
10.2005 - 07.2008
  • Maintained physical and computer-based filing systems.
  • Tracked incoming and outgoing files and materials and maintained accurate records for potential discrepancies.
  • Cleaned up files regularly by removing outdated information for archival or disposal.
  • Prepared new files and assigned tracking identification numbers, resulting in faster retrievals.
  • Maintained organized filing system to facilitate easy retrieval of documents.
  • Operated office equipment to scan and copy documents.

Embroidery Coordinator

Logo Pros Inc
Knoxville, TN
03.2001 - 09.2005
  • Operated embroidery machines, including the set-up of new logos for clients and was liaison between sales representatives and customers to ensure adequate quality of customer logos before going into production
  • Inventoried and ordered office supplies to maintain availability of products.
  • Tracked records, filed documents and maintained communication between clients to manage office activities.
  • Used job-related software to draft and finalize written correspondence and documentation.
  • Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
  • Monitored front areas so that questions could be promptly addressed.

Education

No Degree -

Summit Medical Corporate Office
Knoxville, TN
07.2006

No Degree - Computer Software And Media Applications

Computer Learning Center
Knoxville, TN
1994

High School Diploma -

William Blount High School
Maryville, TN
05.1982

Skills

  • First call Resolutions; Famous for Service
  • Problem Solving Mentality
  • Great Communication
  • Creative energy and willingness to adapt
  • Capable of working with little or no Supervision
  • Able to develop rapport and build harmony with Customers
  • Software/System Skills:
  • Microsoft Office/Word
  • Microsoft Excel
  • Type 45-60 wpm
  • Microsoft Team
  • AS400/RX Claims
  • Salesforce
  • Outlook
  • Professional telephone demeanor

Timeline

Customer Service Representative

TJC/The Jewelry Center
05.2021 - 11.2021

Senior Resolution Specialist

CVS/CAREMARK PBM
11.2012 - 11.2022

Customer Service/Terminal Support

Staffing Solutions, Elavon
06.2012 - 11.2012

Customer Service Representative

Staffing Solutions USA; Talbotts
12.2011 - 06.2012

Cashier

HT Hackney
04.2011 - 12.2011

Sales Associate/Shipping and Receiving

Michael Kors
11.2010 - 04.2011

Owner/Partner

D-Vine D-Zines
08.2007 - 11.2010

File Clerk/Patient Registration

Summit Medical Group
10.2005 - 07.2008

Embroidery Coordinator

Logo Pros Inc
03.2001 - 09.2005

No Degree -

Summit Medical Corporate Office

No Degree - Computer Software And Media Applications

Computer Learning Center

High School Diploma -

William Blount High School

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Debra Breeden