Diana Drake
Customer Service Team Lead
North Las Vegas,NV
Overview
16
16
years of professional experience
5
5
Coursework Certifications for Operations and Team Manager
Work History
Customer Service Team Lead
Alorica
North Las Vegas, NV
05.2019 - Current
- I Integrate CRM, Microsoft and SaaS products for research, plan investigations, timekeeping, attendance tracking, member pharmacy benefits, standard operating procedures and client pages
- As a Supervisor, I lead a team of 15 Pharmacy Help Desk professionals to resolve and manage a high volume of Express Scripts Pharmacy Help Desk calls from cross functional departments, pharmacies and healthcare partners including, the Centers for Medicare and Medicaid Services, Department of Defense and Workers Comp insurances
- As a Resolution Expert, I analyze and adjudicate pharmacy prescription claims related to member plans for rejections, paid claim inquiries, reversal requests, prior authorizations, drug benefit and eligibility inquiries
- I add and approve prior authorizations, patient level authorizations and overrides for retail, long term care, specialty and mail order pharmacies
- I Assist pharmacy personnel by adding email addresses and related inquires to the Pharmacy Resource Center for ease of access to patient's portals, network contracting, remittance and reimbursement information
- I Teach Pharmacy Help Desk Agents how to navigate through specific SOP's and client pages to streamline resolution processes for quicker response times and higher customer satisfaction
- I Contribute to the monitoring and analysis of departmental KPIs, ensuring alignment with strategic goals
- I believe in a growth mindset and consistently train myself on new AI-powered tools and software to stay relevant and effective; I have earned certifications toward toward advancement to Team Manager and Operations Manager
General Manager
NPS Pool Supply
05.2010 - 04.2016
- As a General Manager it was my responsibility to oversee all day-to-day activities, ensuring a smooth and efficient workflow.
- Ensured products are merchandised effectively to enhance visibility and appeal.
- Created and execute strategies to drive both commercial and residential sales and increase customer count
- Met with the Fire Marshalls and OSHA personnel to keep in compliance of fire codes and MSDS worksheets to meet all safety regulations
- Developed comprehensive sales forecasts on a daily, weekly, monthly and yearly basis providing leadership with critical data for planning and resource allocation
- Ensure proper cash handling procedures, bank deposits, and overall financial compliance.
- Drove the successful execution of numerous large-scale events/promotions while closely managing costs/budgetary constraints associated with event planning/management activities.
- Actively engaged in recruiting and employee a diverse team of managers and sales associates, fostering a positive work environment
- Co-created performance metrics system to ensure employee retention and development
- Created and managed staff schedules and ensure proper payroll and HR adherence
Timeline
Customer Service Team Lead
Alorica
05.2019 - Current
General Manager
NPS Pool Supply
05.2010 - 04.2016