Debra Jean Allen
Harmony
Summary
Knowledgeable professional skilled at assisting employees with learning tasks, improving performance and maximizing productivity. Top-notch planner, organizer, and problem-solver. Superb mentorship over many years.
Overview
16
16
years of professional experience
Work History
Trainer/SME/Senior Team Member
CVS Caremark
10.2020 - Current
- Delivered comprehensive training for incoming Senior Team Resolution Specialists across Commercial lines, Med D, PHD, Specialty, and FEP, ensuring top-tier readiness.
- Subject Matter Expert providing valuable support to Customer Service Representatives and Senior Team members, enhancing call handling techniques and maximizing guest satisfaction.
- Proficient in training delivery, utilizing engaging PowerPoint presentations to ensure new hire Seniors fully grasp their roles, responsibilities, and accountability.
- Focused on customer service excellence, demonstrating strong de-escalation skills to resolve consumer issues effectively and professionally.
- Leveraged extensive knowledge of plans, products, and procedures to deliver accurate information and resolve complex issues while maintaining HIPAA compliance.
- Advanced Senior Team member experienced in Commercial, Medicare, Silverscript, NYShip/Empire, Medicaid, and Ingenio lines of business.
- Trained new Seniors on Verint scoring metrics, emphasizing key performance areas including Greeting, Authentication, Compliance, and Accuracy.
- Achieved a 100% satisfaction rating in all training class reviews, reflecting exceptional training effectiveness.
- Acted as a Work Instruction Documentation Specialist, consistently reviewing, updating, and modifying curricular materials to ensure compliance and relevance.
- Collaborated extensively with Supervisors and Managers to assist in developing and updating work instruction documents and Client Information Forms.
- Provided exceptional support to members by effectively managing medication orders and overseeing Prior Authorizations and Overrides.
- Guided members in understanding plan details, including deductibles, while facilitating Caremark account setups and coordinating with healthcare providers for script updates.
- Collaborated with cross-departmental teams including Fast Start, Clinical, PHD, and Specialty, ensuring streamlined service and optimal outcomes.
- Maintained a commitment to complete member satisfaction.
Contract Worker
Department of Health
Orlando
06.2020 - 10.2020
- Track cases for the Florida Department of Health.
- Assisted in maintaining health and safety standards for community programs.
- Documented operational processes to improve training for new staff members.
- Identified needs of customers promptly and efficiently.
Director of Sales and Marketing
IHG Hotels, Hilton Hotels, Marriott
Orlando
03.2010 - 06.2020
- Responsible for all markets.
- Selling over 100,000 sq feet of meeting space.
- Met and Exceeded Budget
- Staff was released because of Covid.
- Previous Director of Sales for a staff of 50 in a task force environment throughout the United States.
Education
BACHELOR OF SCIENCE -
University of Nevada, Las Vegas
Skills
- LEAD TRAINER
- SENIOR TEAM REPRESENTATIVE
- EXCEL
- MICROSOFT
- FEP DIRECT
- CLIENT CARE ACCESS
- SALES FORCE
- AS400/RXCLAIM
- VERINT
- HEART AT WORK BEHAVIORS
- COMPASS
- FIVE9
- TRANSFER REDUCTION TOOL
- POWERPOINT
- Training delivery
- Cross-department collaboration
Timeline
Trainer/SME/Senior Team Member
CVS Caremark
10.2020 - Current
Contract Worker
Department of Health
06.2020 - 10.2020
Director of Sales and Marketing
IHG Hotels, Hilton Hotels, Marriott
03.2010 - 06.2020
BACHELOR OF SCIENCE -
University of Nevada, Las Vegas
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