Summary
Overview
Work History
Education
Skills
Timeline

Ginger K. Rich

Oconomowoc,WI

Summary

A goal oriented multi-faceted, and success driven individual, who truly enjoys working with people and excels in customer service. An individual, who possesses solid interpersonal and communication skills, workplace stress resistant, adaptable team player, technically proficient, with excellent analytical problem solving skills and an emphasis on strong in financial analysis. A thorough and detail orientated individual that prides herself on quality.

Overview

20
20
years of professional experience

Work History

Shift Supervisor RX

CVS Pharmacy Waukesha
Waukesha, WI
01.2018 - Current
  • Increasing customer satisfaction from 86 % to 91%.
  • Having product knowledge to assist customers with requests.
  • Suggesting and promoting the extra care card.
  • Up selling to increase sales by 20 percent.
  • Assisting in the Pharmacy when needed, pharmacy tech in training.
  • Merchandising, setting the weekly ads and monthly planograms.
  • Assisting new associates in training and coaching processes, procedures and customer service.
  • Managing the store with closing and opening including doing the books and cash handling as well other duties as needed.
  • Implemented vaccine awareness campaign that increased immunization-based revenue by $500 and enhanced community health education.
  • Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions.
  • Responded to and resolved customer questions and concerns.

Customer Service Specialist

Younkers
Appleton, WI
09.2017 - 01.2018
  • Provided excellent customer service that created customer retention.
  • Increased sales by making the department visually appealing to customers..
  • Used consultative sales approach to understand customer needs and recommend relevant offerings.
  • Provided customers with detailed information on company products, services and materials.
  • Operated in dynamic, high-volume environments to provide skilled assistance to more than 100 customers each day.
  • Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information.
  • Leveraged sales expertise to promote our clothing and capitalize on upsell opportunities.
  • Conferred with customers about concerns with products or services to resolve problems and drive sales.
  • Took payment information and other pertinent information such as addresses and phone numbers to place orders.
  • Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.
  • Educated customers on promotions to enhance sales.
  • Identified customer issues with products or services, investigated causes, and initiated resolutions.
  • Assisted in training new employees and participated in cross-training with other departments.
  • Managed complex transactional and emotional customer situations promptly and professionally while meeting service commitment

Shift Supervisor

Rite Aid LaVergne
Mt Juliet, TN
06.2016 - 09.2017
  • Improved customer retention about 10% with providing excellent customer service in assisting customers with their needs.
  • Increasing sales about 5% with suggestions of add on items as the time of point of sale.
  • Decreased theft of about 5% with acknowledgement and assistance to the customer.
  • Handled the closing and opening of the store.
  • Prepared and delivered daily bank deposit.
  • Responded to and resolved customer questions and concerns.
  • Coached and developed new hires to succeed in their role.

Healthcare Customer Service Specialist

Cigna-Healthspring
Nashville, TN
01.2014 - 10.2014
  • Inbound calls from healthcare specialists’ billing/account receivables associates.
  • Answered questions about billed claims, customer’s eligibility and plans.
  • Responsible for data collection and entry into computer system related to the acquisition of health plan referrals and authorizations for Part B medical services.
  • Communicated via phone and fax with health plan members and healthcare providers.
  • Worked in a fast paced environment with strong focus on compliance, customer care, accuracy and production.
  • Met deadlines.
  • Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
  • Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.
  • Answered average of [Number] calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
  • Utilized databases, logs and [Type] sources to locate and verify information.
  • Directed customers to appropriate departments for additional support.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and effective solutions.
  • Responded to customer inquiries via phone, email, and web-based platforms.
  • Operated in dynamic, high-volume environments to provide skilled assistance to more than 100 customers each day.
  • Educated customers about Medicare billing options and processed purchases.

Appointment Scheduler

Scheduler, Optum, Inc
Franklin, TN
11.2013 - 01.2014
  • Outbound calls to members of contracted health plans.
  • Coordinated members schedule with that of the nurse practitioners in their area.
  • Efficient mapping of the nurse practitioners route.
  • Scheduled consultations for 30 potential customers.
  • Acted as first point of contact and set appointments for prospective clients.
  • Assisted internal staff with clerical and administrative needs to maximize efficiency and team productivity.
  • Operated multi-line telephone system to independently handle over 30 calls each day.
  • Promoted increased sales through outgoing calls demonstrating excellent product knowledge.
  • Addressed client inquiries and updated database information.
  • Established and maintained client rapport by utilizing quality customer service.
  • Balanced Nurs practioner's availability, customer schedules and maximum load levels when scheduling appointments.
  • Received 20 in-bound calls and initiated 30 out-bound daily calls to introduce customers to products and services offered.
  • Entered daily data in computer systems and documented office activities.
  • Assisted in administrative duties for office team, including making phone calls, copies and schedules.
  • Generated 100 leads over course of a month.
  • Scheduled and confirmed appointments and meetings for the Nurse Practioner.
  • Made 50 phone calls daily to establish first contact with potential customers and set meetings with salespeople.

Customer Service Specialist

Fresenius Medical Care RX
Nashville, TN
05.2011 - 09.2013
  • Developed a electronic enrollment form that eliminated the use of paper and streamlined the enrollment process.
  • Increased enrollment by 30% for our specialty pharmacy services for ERSD patients.
  • Coordinated and communicated with internal departments and customers for resolution.
  • Provided guidance and support to the team as necessary to help the company succeed.
  • Retained accounts by addressing potential cancellations and offering catered solutions to maintain account status.
  • Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
  • Surpassed performance goals by approaching all interactions with resourcefulness, organization and customer-centric solutions.
  • Complied with company policies and procedures by encouraging positive and effective work environment among all employees.
  • Accurately tracked and recorded all customer interactions in CRM platform.
  • Boosted sales revenue by skillfully promoting diverse specialty pharmacy adherence and delivery options.
  • Provided customers with detailed information on company products, services and materials.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and effective solutions.
  • Operated in dynamic, high-volume environments to provide skilled assistance to more than 100 customers each day.
  • Performed data entry to record call notes, suggestions and questions.
  • Maintained accurate and current customer account data with manual forms processing and digital information updates.
  • Built client rapport while accurately processing repair documentation and troubleshooting technical discrepancies through completion.
  • Improved operational efficiencies while managing customers requests, store inventory, transactions, new purchase orders and pricing needs.
  • Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.

Pharmacy Technician

Omnicare Pharmacy
Nashville, TN
01.2011 - 03.2011
  • Entered new admissions, readmits and discharges in to the business specific program.
  • Handled third party electronic billing of insurance claims.
  • Routed inbound calls to the appropriate departments.

Customer Service Specialist

JCPenneys Brookfield, WI
New Hartford, Murfreesboro, NY, TN
09.2008 - 10.2010
  • Provided customer service to customers with their requests.
  • Had product knowledge to provide the customer with their needs.
  • Handled customer specific requests with knowledge of POS and special ordering providing the best customer experience.
  • Calculated figures such as discounts, percentage allocations and credits.
  • Merchandised the sales floor.
  • Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
  • Used consultative sales approach to understand customer needs and recommend relevant offerings.
  • Complied with company policies and procedures by encouraging positive and effective work environment among all employees.
  • Boosted sales revenue by skillfully promoting diverse customized window treatment options.
  • Provided customers with detailed information on company products, services and materials.
  • Utilized databases, logs sources to locate and verify information.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and effective solutions.
  • Used consultative techniques to understand customer needs and make strategic referrals to business partners.
  • Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information.
  • Performed data entry to record call notes, suggestions and questions.
  • Directed customers to appropriate departments for additional support.
  • Built client rapport while accurately processing repair documentation and troubleshooting technical discrepancies through completion.

Portfolio Management Specialist

GE Healthcare Financial Services
Brookfield, WI
04.2003 - 06.2007
  • Performed dispute resolution, provided feedback and guidance in problem solving situations.
  • Monitored the transitioning processes, and supervised the workload of 12 subordinates.
  • Contributed to the successful operation of the department which resulted a superior audit rating.
  • Improved the performance of the department from 77% to 87.9%.
  • Successfully transitioned 80% of all HFS Portfolio Service process to other locations.
  • Conducted thorough analysis of the current processes and initiated the development of the efficient techniques on processes.
  • Contributed to the project focused on discovering and elimination of contractual internal billing error.
  • Improved the communication between GE Sales and Clientele which resulted increased revenue billing.
  • Part of 5 member team created the customer service department which included training and SOPs.
  • Military background December, 1993 through March, 2001 served in the Army Reserves.
  • My military operating specialty was MOS 91H..
  • Orthopedic specialist specializing in casting in both fiberglass and plaster, minor medical procedures, cpr and first aid in which during 2 week training exercise erected a combat area support hospital and ran various scenarios in preparation for the injured and causalities.
  • I received a commendation after that 2 week exercise.
  • Certificates.
  • Six Sigma certified.

Education

No Degree - Accounting With A Minor in Marketing

Upper Iowa University, Fayette, IA

No Degree - Accounting And Business Management

National College, Nashville,TN

No Degree - Certified Pharmacy Technician

Ashworth College, Norcross, GA

Skills

  • Ads
  • Army
  • Benefits
  • Billing
  • Cash handling
  • Closing
  • Coaching
  • Cpr
  • Clientele
  • Customer satisfaction
  • Excellent customer service
  • Customer Service
  • Customer care
  • Data collection
  • Fast
  • Fax
  • First aid
  • Medication dispensing
  • Quality Assurance and Control
  • Medicare and Medicaid process
  • Customer service, education, and counseling
  • Focus
  • Insurance
  • Managing
  • Merchandising
  • MOS
  • Pick
  • POS
  • Pricing
  • Problem solving
  • Problem solving skills
  • Processes
  • Sales
  • Selling
  • Scanner
  • Shipping
  • Six Sigma
  • Phone
  • Confidentiality and HIPAA
  • Medication dispensing and immunizing
  • Loss prevention controls

Timeline

Shift Supervisor RX - CVS Pharmacy Waukesha
01.2018 - Current
Customer Service Specialist - Younkers
09.2017 - 01.2018
Shift Supervisor - Rite Aid LaVergne
06.2016 - 09.2017
Healthcare Customer Service Specialist - Cigna-Healthspring
01.2014 - 10.2014
Appointment Scheduler - Scheduler, Optum, Inc
11.2013 - 01.2014
Customer Service Specialist - Fresenius Medical Care RX
05.2011 - 09.2013
Pharmacy Technician - Omnicare Pharmacy
01.2011 - 03.2011
Customer Service Specialist - JCPenneys Brookfield, WI
09.2008 - 10.2010
Portfolio Management Specialist - GE Healthcare Financial Services
04.2003 - 06.2007
Upper Iowa University - No Degree, Accounting With A Minor in Marketing
National College - No Degree, Accounting And Business Management
Ashworth College - No Degree, Certified Pharmacy Technician
Ginger K. Rich