Jacqueline Colon

• Handles customer service inquiries related to pharmacy benefits from members, providers, internal and external clients.

• Assist members in understanding and maximizing the use of their pharmacy benefits plan.

• Gather information and respond to questions, document issues, and resolve in a timely manner, escalating issues as necessary.

• Work with other operational departments to research and resolve mail order and claim issues.

• Take accurate and complete documentation of all calls.

• Identify and escalate in a timely manner.

• Adhere to quality and productions standards to meet goal.

• Address inquiries about accounts in a timely manner
• Handle calls in a high volume environment, with troubleshooting
• Guided customers through enrollment of online and mobile banking
• Connect callers with other departments if they have specific issue
• Met goal on adhering to schedule and hold/handle time
• Educate customers on products and service for a better understanding
• Built sustainable relationships and engage customers by taking the extra mile

• Trained new hires that resulted in significant production and customer satisfaction
• Maintaining considerable customer satisfaction leading to NPS average score of 9.7 rating
• I-Lead award recipient for 3rd quarter of 2021
• Chosen to assist Call Center in BBVA conversion to handle routine calls, problem solving calls
• Educating customers on a variety of credit and lending options generating 1 weekly application submitted
• Utilize sales techniques to prospect relationships and deepen existing relationships
• Make daily outbound calls to produce at least 3 weekly appointments to generate new business
• Build relationships and business with referral partners to produce about3 referrals a month
• Identify, promote, and cross-sell products and services based on customer needs
• Responsible for completing assigned daily, weekly, monthly, and quarterly operational activities
• Perform daily opening and closing procedures
• Process customer daily transactions

• Company Overview: Illinois & Wells
• Work closely with Branch Manager to coach and develop a team of 3
• Perform scheduled and surprise audits on tellers, vault, and ATM
• Meet with staff to facilitate branch huddles to go over daily and weekly sales and productivity
• Open business and personal accounts
• Process loan referrals to the lending department
• Assist in hiring and training new employees
• Visit local businesses to promote bank products and further establish business relationships
• Providing exceptional banking services and addressing account and service concerns
• Cross-sell bank products and services to increase sales and revenues
• Assist in evaluating staffs work performance by helping to prepare and deliver annual reviews and performing coach sessions
• Work with Branch Manager to develop strategies to maximize productivity
• Illinois & Wells

• Company Overview: Illinois & Wells
• Oversee teller line & tellers
• Process audits on all teller drawers
• ATM balancing daily
• Account maintenance on customer accounts
• Open business & personal accounts
• Process branch certification (verify logs, process differences, file branch documents)
• Process & scan all teller batch work to back office throughout the day
• Greeted and interfaced with customers to facilitate daily banking transactions
• Providing exceptional banking services and addressing account and service concerns
• Cross-sold bank products and services to increase sales and revenues
• Illinois & Wells

• Company Overview: Old Town
• Properly process deposits, withdrawals, and check cashing
• Knowledgeable in our products and effectively promote to customer
• Consistently providing friendly and professional customer service in person and over phone
• ATM balancing & replenishing
• Properly function bank system to access customer accounts
• Participate in Vault and coin counter audits
• Assist in end of month branch certification (verify all logs & audits)
• Process tickets for Vault/ATM
• Knowledgeable of procedures for batch scanning errors
• Old Town

• Handle financial transactions at high-volume branch
• Manage deposits, withdrawals, transfers, and check cashing
• Process loan payments, open/close accounts
• Educated and helped customers on online services
• Vault balancing

• Assisted customers in finding items in store
• Stocked, replenished, and organized inventory for produce department
• Assisted in proper merchandise displaying
• Wrote orders
• Broke down loads/organized stockroom
• Efficiently ran high-volume juice/fruit bar
• Assisted team members when necessary in cash registers, labeling products, and cleaning up

• Courteously greeted customers and efficiently processed transactions within a busy, fast-paced environment
• Operate cash register, scanners, and computers
• Balance drawer at end of day
• Assist with store stocking, setting up floor and end cap displays
• Open/closing procedures
• Break down loads and stock
• Ordering with spa gun
• Process inventory
• Face store at end of night