Emily Glover
Florence,United States
Summary
I am a customer-focused professional with background in enhancing customer experience across various industries. I am experienced in handling complaints, processing documents, and maintaining customer satisfaction that contributes to company success. My strengths include active listening, problem-solving, attention to detail and prioritizing. My previous roles have involved improving customer satisfaction ratings through timely resolution of issues and personalized service.
Overview
7
7
years of professional experience
Work History
Customer Experience Associate
Conduent
Sommerville/ Remote, NJ
11.2023 - Current
- Manage a steady volume of calls, both inbound and outbound, from/to patients and providers of our Patient Assistance Program through Novo Nordisk.
- Resolve patient and provider concerns quickly and efficiently.
- Answer questions from providers and patients as they relate to medications, order status, and enrollment status.
- Process documents for patients who are looking to enroll into patient assistance program to receive insulin and non-insulin medications.
- Navigate multiple computer systems while handling calls to address the needs of patients and healthcare providers.
- Conducted insurance verifications for program eligibility purposes.
- Review documents that include applications, income sources, insurance information, and accurately input all information into Salesforce.
- Maintain high levels of professionalism while interacting with customers via phone or email.
- Monitor call queues in order to prioritize incoming calls by urgency or importance level.
Rural Mail Carrier
United States Postal Service
Florence, AL
01.2023 - 11.2023
- Followed safety protocols and regulations while driving, upholding professional service reputation.
- Organized mail ahead of delivery runs for correct routing to and average of 1000 customers per day.
- Delivered mail and packages to 1000-1500 customers on prescribed route while processing check submissions, money orders, and stamp purchases in field.
- Directly interacted with customers to deliver mail, packages, and ordered goods.
- Greeted customers and answered questions regarding mail pick-up times, postal regulations, and delivery costs.
- Provided excellent customer service while interacting with customers on route.
Logistics Coordinator
Target Distribution Center
Madison, AL
09.2020 - 01.2023
- Generated documentation and information required for hundreds of shipments per day.
- Conducted investigations to resolve issues related to logistics and cargo movements.
- Prepared and documented shipment activities and cargo movements to enable tracking history and maintain accurate records.
- Monitored inbound and outbound freight operations to establish timely delivery of packages.
- Assisted in development and implementation of logistics policies and procedures to provide roadmap for daily operations.
- Created reports to provide insights into logistics operations and performance.
- Created spreadsheets tracking 300-400 inbound and outbound shipments per day and all their inventory.
- Performed audits on receiving yard, drivers, and warehouse facility and compiled the information into a spreadsheet.
- Developed and maintained relationships with vendors, carriers and customers to ensure efficient shipping of goods.
Massage Therapist
Epicurean Day Spa
Florence, AL
07.2018 - 09.2020
- Developed and maintained positive relationships with clients through professional communication and follow-up to increase satisfaction and build rapport.
- Created a comfortable and professional environment for clients by setting up massage tables and preparing the treatment area.
- Provided safe, effective, and appropriate massage therapy techniques during customer appointments.
- Booked appointments, answered phones, greeted clients, handled payments, and created client service tickets.
- Researched new techniques to stay up to date with trends and developments in the massage therapy industry.
Pharmacy Technician
Rite Aid
Florence, AL
01.2018 - 06.2018
- Answered incoming phone calls and addressed questions from customers and healthcare providers.
- Calculated dosage, filled prescriptions, and prepared prescription labels with absolute accuracy.
- Solved customer problems in person or over the telephone by providing assistance with placing orders, navigating systems, and locating items.
- Stocked, labeled, and inventoried medication to keep accurate records.
- Performed a wide range of pharmacy operations with a strong commitment to accuracy, efficiency, and service quality.
Pharmacy Technician
Walgreen's Call Center
Muscle Shoals, AL
07.2017 - 01.2018
- Answered incoming phone calls and addressed questions from customers and healthcare providers.
- Calculated dosage, filled prescriptions, and prepared prescription labels with absolute accuracy.
- Solved customer problems in-person or over telephone by providing assistance with placing orders, navigating systems, and locating items.
- Performed a wide range of pharmacy operations with a strong commitment to accuracy, efficiency, and service quality.
- Coordinated with physicians and insurance agency representatives for speedy resolution of prescription discrepancies.
Education
High School Diploma -
Mars Hill Bible School
Florence, AL05.2011
Skills
- Customer Service
- Needs Assessment
- Professional Demeanor
- Problem Resolution
- Task Prioritization
- Organizational Skills
- Computer proficiency
Timeline
Customer Experience Associate
Conduent
11.2023 - Current
Rural Mail Carrier
United States Postal Service
01.2023 - 11.2023
Logistics Coordinator
Target Distribution Center
09.2020 - 01.2023
Massage Therapist
Epicurean Day Spa
07.2018 - 09.2020
Pharmacy Technician
Rite Aid
01.2018 - 06.2018
Pharmacy Technician
Walgreen's Call Center
07.2017 - 01.2018
High School Diploma -
Mars Hill Bible School
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