Gina Baer
Express Scripts
927 S 9th Street Hamilton,OH
6
years of professional experience
Experienced with handling customer inquiries and providing effective solutions. Utilizes communication and problem-solving skills to enhance customer satisfaction. Track record of maintaining positive client relationships and adapting to dynamic service environments.
Work History
Pharmacy Service Advocate Coordinator
1 Year 11 Months- Addressed escalated concerns effectively, maintaining positive client relationships.
- Improved customer satisfaction by promptly addressing inquiries and resolving issues.
- Demonstrated empathy and active listening skills when dealing with frustrated customers, diffusing tense situations effectively.
- Analyzed customers' issues and complaints and initiated corrective actions.
- Handled escalations professionally, demonstrating composure under pressure while finding satisfactory solutions for both parties involved.
- Exceeded performance metrics consistently by prioritizing tasks effectively and efficiently.
- Documented calls accurately, maintaining organized records for future reference or escalation purposes if needed.
- Performed follow-up services for dissatisfied customers.
Mail Order Customer Service Specialist
4 Years 3 Months- Participated in training sessions to enhance product knowledge and service skills.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
- Developed rapport with customers, fostering long-term relationships and repeat business.
- Actively participated in team meetings and professional development workshops, continuously seeking opportunities to enhance skills and provide exceptional customer service.
- Responded to customer requests for products, services, and company information.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Ordered members medication and would contact the doctor to get refills on members medication
Education
High School or GED
Some College - Business Administration
Skills
Telephone etiquette
Complaint handling
Problem resolution
Customer relationship management
Complaint resolution
Timeline
Pharmacy Service Advocate Coordinator
Express Scripts
12.2009 - 11.2011Read More
Mail Order Customer Service Specialist
Mason Ohio
09.2005 - 12.2009Read More
Huntington College of Business
Some College from Business Administration
Read More
Norwood High School
High School or GED
Read More