Heather Drum
Gilbert,AZ
Summary
Communicative Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
6
6
years of professional experience
Work History
LOGISTICS COORDINATOR
CIRCLE LOGISTICS
Mesa, AZ
10.2022 - 08.2024
- Supporting Account Managers with setting up transportation of merchandise to and from various companies.
- This roll includes building loads, scheduling appointments for pick up, and deliveries.
- Communicating with shippers, receivers, and drivers via email and/or phone.
- Track and trace loads, knowing where all loads are located and on time for pickup and delivery.
- Used multiple programs simultaneously to complete all tasks assigned
- Worked as a team to carry all loads from cradle to grave
CUSTOMER SERVICE REP.
MCKESSON
Scottsdale, Remote
10.2019 - 10.2022
- Company Overview: Scottsdale, Remote.
- Provide responses to general inquiry calls based on information provided as part of the program materials
- Coordination with Specialty and Retail pharmacies to ensure that the parent has access to the required treatment.
- Proactively monitor the patient's file to ensure that reimbursement and financial assistance renewals are done in a timely manner
- Process documents supporting the patient's care, including infusion reports, lab results, copays
- Receive, record, and report adverse events as per the pharmaceutical manufacturer's requirements.
- Participate and assist in departmental continuous improvement activities related to process, quality, training, etc.
- Maintain service levels in case management, including telephone answer rates, time to initial contact with the patient, Adverse Events reported within twenty-four hours of receipt, and any other Key Performance Indicators established at the Program level.
- Perform data entry, answer inbound calls, make outbound calls, manage email and fax software, and perform general administrative functions including faxing and filing.
SALE SUPERVISOR
SUNGLASSHUT
11.2018 - 11.2019
- Company Overview: Cabela's Glendale, Bass Pro Mesa
- Hired as a Sales Associate in November, promoted to Sales Supervisor in January 2019
- As the Sales Supervisor, I am the ambassador of the Sunglass Hut Experience, spending much of my time on the sales floor.
- I perform all functions relating to store operations and the customers' experience, including completing all sales transactions.
- I am responsible for maintaining the visual standing of the store, supporting and managing behind-the-scenes work as necessary.
- This includes scheduling, inventory management, and retail excellence.
- I provide coaching and development to my team to ensure the flawless execution of the Sunglass Hut Experience
- I consistently deliver sales plans and company objectives; achieves/exceeds individual sales plan; leverages reporting tools to track individual results and identify wins and areas of opportunity; adept at knowing the product; staying current on new merchandise and fashion trends.
Education
WASTEWATER TREATMENT -
CSU SACRAMENTO
01.2015
GENERAL EDUCATION -
PEIRCE COLLEGE, COLLEGE OF THE CANYONS
06.2008
Skills
- Information Security
- Inbound and Outbound Calling
- Data Collection
- Account updating
- Data Entry
- Paperwork Processing
- Problem Resolution
- 10-Key
- Customer Relationship Management (CRM)
- Professional telephone demeanor
- Call escalation
- Positive and professional
References
Available on request.
Timeline
LOGISTICS COORDINATOR
CIRCLE LOGISTICS
10.2022 - 08.2024
CUSTOMER SERVICE REP.
MCKESSON
10.2019 - 10.2022
SALE SUPERVISOR
SUNGLASSHUT
11.2018 - 11.2019
WASTEWATER TREATMENT -
CSU SACRAMENTO
GENERAL EDUCATION -
PEIRCE COLLEGE, COLLEGE OF THE CANYONS