DOUG MCLARRY
Yoakum,TX
Summary
I am a retired 72 year old who has worked from my home from home with my last two jobs. I am looking for part time phone work (inbound) and want to work from my home office. I still have great phone speaking skills and problem solving skills.
Overview
33
33
years of professional experience
Work History
Customer Service Representative
CVS/Caremark Mail Order Pharmacy
01.2016 - 01.2023
- As a part time employee working from my home office I was responsible for fielding about 25-30 inbound calls per day from individuals who’s insurance required that they use CVS mail order pharmacy for prescribed medications. In addition to requesting refills for medications I was also required to relay any insurance policy mandates, updates, and general policy procedures, often reaching out to their primary care doctors for prior authorizations and verifications on certain medications. I was required to be well versed in HIPPA regulations plus multi-client insurance policy and procedures, understanding members needs showing empathy or sympathy when necessary.
- Delivered exceptional customer service by addressing inquiries and resolving issues efficiently.
- Processed prescription orders accurately, ensuring compliance with pharmacy regulations and standards.
- Collaborated with cross-functional teams to enhance workflow efficiency and improve customer satisfaction.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Travel Consultant
American Express Corporate, Platinum and Centurion Travel
01.1996 - 01.2015
- I began my corporate travel agent job in San Antonio, TX. The site was designated as a corporate travel agency where I worked for several corporate accounts booking flights, rental cars, hotels and limos. I was responsible for knowing corporate policy for each account and was required to advise members when they were outside policy guidelines. Around 2006 I applied to move into leisure travel and worked for American Express Platinum Travel. Our office was virtual but I was hired out of Austin where I was trained, plus we met there about once a month for team meetings, but other than that, I worked from home. Platinum Card holders were offered special travel and rewards program. I was tasked with learning the product and assisting card holders booking cars, hotels, flights, limo service, tour service plus any need that the traveler could think of, I would take care of. Eventually Centurion Travel Card members were added to my job duties. The job was the same as Platinum but more of a high end product line. Whatever the member wanted I would accommodate, i.e. special airport meet and greets plus special private tours I retired from American Express in 2015.
- Developed customized travel itineraries for corporate clients, enhancing overall client satisfaction.
- Managed complex travel arrangements using Sabre and Concur systems to optimize efficiency.
- Provided expert guidance on international travel regulations, ensuring compliance and risk mitigation.
- Built strong relationships with clients through exceptional communication and personalized service.
Travel & Tour Operator
Kerrville Motor Coach Tours
01.1990 - 01.1996
- I was responsible for planning tours for senior citizen groups, school groups or special interest groups. Clients, like social groups, church groups or schools, would call me with a destination in mind and I would map it out for motor coach travel, research hotels, local tours, restaurants, special events, concerts, etc.
- Coordinated logistics for group travel, ensuring seamless transportation and accommodation arrangements.
- Managed vendor relationships to secure competitive pricing and quality services for tours.
- Designed and coordinated customized tour itineraries to enhance customer experiences.
- Managed logistics, including transportation and accommodations, ensuring seamless travel for clients.
- Developed partnerships with local attractions to provide exclusive access and discounts for tour participants.
- Implemented feedback mechanisms to identify areas for service improvement and customer satisfaction.
- Oversaw scheduling of tours, optimizing routes for efficiency and cost-effectiveness.
- Resolved client inquiries and concerns promptly, maintaining high levels of service quality.
- Researched information on [Place] to provide accurate, detailed tours.
- Organized memorable group tours with engaging activities and knowledgeable guides.
Education
Associate of Arts - English, Speech/drama, Communications
Howard Payne University
Brownwood, TX05-1988
Skills
- Typing speed of 60 wpm
- Skilled in American Airlines (native) Sabre reservations
- Customer relations
- Problem resolution
- Active listening
- Customer service
- Critical thinking
- Data entry
- Relationship building
- Call center experience
- Computer proficiency
- Conflict resolution
- Complaint handling
- Complaint resolution
- Payment processing
- Client relations
- Customer satisfaction measurement
- Professional telephone demeanor
- Call center operations
- Microsoft outlook
Timeline
Customer Service Representative
CVS/Caremark Mail Order Pharmacy
01.2016 - 01.2023
Travel Consultant
American Express Corporate, Platinum and Centurion Travel
01.1996 - 01.2015
Travel & Tour Operator
Kerrville Motor Coach Tours
01.1990 - 01.1996
Associate of Arts - English, Speech/drama, Communications
Howard Payne University