JAIDEN N GOMEZ
Bluffdale,UT
Summary
Personable and dedicated Customer Service Representative with extensive experience in healthcare call center industry and new hire training. Solid team player with upbeat, positive attitude. Motivated to maintain customer satisfaction and contribute to company success.
Overview
7
7
years of professional experience
Work History
Healthcare Customer Service Representative
PillPack Pharmacy
West Valley City, UT
12.2019 - 08.2024
- Utilized active listening and communication skills to address customer inquiries and escalate issues to supervisor.
- Displayed strong telephone, chat, and email etiquette when working with difficult situations.
- Provided customer service and issue resolution to increase QA satisfaction levels.
- Recommended, selected and helped locate merchandise based on customer needs and desires.
- Educated, coached and mentored new hires.
- Cross-trained employees to do other jobs within business, increasing job skills and productivity.
- Implemented variety of skills to equip and enable employees to bring their best to work every day.
- Teamed with peers, technicians and pharmacists to prioritize and complete orders.
- Created new customer profiles and updated demographics, allergies and new medications in pharmacy computer systems.
- Prepared prescription transfer ins and outs to other pharmacies.
- Worked with insurance companies to process claims, resolve problems and obtain payments.
- Established and updated patient profiles, medications and insurance details.
- Requested scripts from doctors and verified insurance.
- Worked on the representative support team. Would answer and help assist representative with issues on accounts or troubleshoot basic computer issues through slack or five9.
- Worked high queue of tickets that got sent back to be corrected, either had to contact customer or pharmacist to get more info.
- Helped create new infographics or slides to present to all representatives when new changes or policies were made.
- Worked closely with managers and team leads to discuss/implement changes that could help our customers and employees.
- Helped new hires when transitioning out of new hire training by listening and shadowing calls.
- Gathered data when it came to the systems we used and how we could make changes to meet our SLA goals everyday.
- Would meet 1:1 with representatives to discuss any training that could help them with future calls, provided tips, positive feedback, and answered any questions they had.
Customer Service Agent
Acima
Sandy, UT
04.2019 - 10.2019
- Assisted customers through lease agreements
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Assisted customers in making payments on accounts and setting up payment plans.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Documented conversations with customers to track requests, problems and solutions.
- Managed high-volume of inbound and outbound customer calls.
Customer Service Agent
Teleperformence
Sandy, UT
02.2018 - 02.2019
- Experienced in helping customers with their needs and wants
- Was able to track peoples orders, and help with returns
- Managed a high volume of calls, chats, and emails that was expected during the day
- Would help with supervisor calls and train new agents
- Worked with phone system InContact
Education
High School Diploma -
South Pointe
West Jordan, UT12-2017
Some College (No Degree) - Pharmacy Technician
Career Step
West Jordan, UTSkills
- Credit card payment processing
- Inbound and Outbound Calling
- High-energy attitude
- Insurance Verification
- Resolving customer issues
- Problem-solving skills
- Teambuilding
- Microsoft, google sheets, docs, forms, and excel
Timeline
Healthcare Customer Service Representative
PillPack Pharmacy
12.2019 - 08.2024
Customer Service Agent
Acima
04.2019 - 10.2019
Customer Service Agent
Teleperformence
02.2018 - 02.2019
Some College (No Degree) - Pharmacy Technician
Career Step
High School Diploma -
South Pointe