Janette Drader
Independence,MO
Summary
Talented professional considered knowledgeable leader and dedicated problem solver. Brings 17 years of valuable expertise to forward company objectives. Attentive to detail with experience in coordinating projects, programs and improvements.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Business Process Analyst
Prescription Solutions/OptumRx
11.2022 - 04.2024
- Designed and documented new business workflows and procedures, ensuring compliance with regulatory requirements on all WalkMe guided workflow builds
- Evaluated existing systems, identified gaps, and recommended solutions for improved system functionality that WalkMe could assist with reducing errors from our frontline customer service team
- Translated technical requirements into user stories that accurately represented functional needs with WalkMe
- Built relationships with internal customers through regular communication regarding project status updates
- Collaborated with cross-functional teams of developers, designers, product owners, and other stakeholders to ensure successful delivery of all WalkMe projects within specified timelines
- Identified potential risks associated with process change initiatives by analyzing current data sets from multiple sources
- Conducted complex data analysis to identify opportunities for streamlining business processes.
Service Account Manager -Client Solutions Support Team
Prescription Solutions/OptumRx
10.2018 - 11.2022
- Analyze data for Performance Guarantees to ensure all goals are exceeding or meeting client’s expectations, as well as determining root cause for all escalated issues
- Collaborated with frontline supervisors, managers, and directors to address and resolve client or customer inquiries to foster superior standards of service
- Managed issues related to process implementation by providing timely resolution
- Collaborated with the internal account team as well as the client on a regular basis to ensure client/member expectations are being met at a higher standard
- Maintained frequent interaction with senior management to measure goal achievement and determine areas of improvement.
Service Account Manager Associate-Client Advocate Team
Prescription Solutions/OptumRx
11.2017 - 10.2018
- Researched complex problems using all resources available such as Salesforce, Service Now, in addition to several internal systems to provide accurate resolutions in a timely manner
- Assisted members with ordering medications, billing issues, shipping issues, or getting started with our mail service program
- Collaborated with dedicated service account manager to ensure we are communicating with both our frontline team and internal dedicated account teams with known issues or advise of any internal process changes
- Successfully completed complex projects on time while maintaining high-quality standards, displaying strong project management abilities.
Service Account Manager Associate-Digital Resolution
Prescription Solutions/OptumRx
08.2016 - 11.2017
- Resolved escalated web issues for member and clients
- Trained 124 end users on the step-by-step process on how to troubleshoot all executive web escalations, including developing training modules and job aids for future and current Customer Service Advocates
- Partnered with leadership regarding web related goals from both an operational perspective and member experience
- Worked with IT to identify trends and triage those identified issues
- Communicated plans and actions to meet departmental goals
- Oversaw multiple projects simultaneously and ensured tasks were efficiently completed
- Identified operational process inefficiencies to recommend necessary improvements.
Customer Service/Sr Customer Service Advocate
Prescription Solutions/OptumRx
01.2007 - 08.2014
- Earned a position as a WAH advocate in May of 2009
- Demonstrated effective communication skills while interacting with customers via phone, or email and exceeding my call handling metrics, such as AHT (Average Handle Time) which includes Hold time, ACW (After Call Work), Quality and Adherence to my daily schedule
- Developed strong customer relationships while building a rapport due to respect and positivity throughout each customer interaction while assisting with their request such as processing a prescription order, address an issue with billing and/or shipping, providing first call resolution by addressing customer’s concern or assisting the customer with getting started with the mail order program
- Researched complex problems using my knowledge of each system and resource available to provide accurate resolutions in a timely manner
- Performed account maintenance activities such as updating contact information and billing details
- Mentored advocates in the call center whether new hires or tenured advocates with quality, adherence and /or ACW issues
- Assisted in New Hire Training Classes
- Earned a position as Senior Customer Service Advocate in July 2014
- Managed escalated calls professionally by listening carefully to the needs of each individual customer before offering appropriate solutions
- Assisted with Web Portal Calls
- Assisted member is with registering online or any web related issues
- Assisted customers in navigating website features for successful completion of online transactions
- Assisted with password resets and any troubleshooting needed regarding errors the customer may be receiving due to multiple registered accounts, etc.
Telephone Interviewer/Assistant Trainer
Hooper Holmes
07.2006 - 11.2007
- Assisted with life insurance interviews for new applicants
- Assisted with High Value applicants
- Assisted with new hires during their training period and mentored when they were put on the phone to do the interview process with new applicants.
Customer Care Representative
Caremark
05.2004 - 07.2006
- Assisted members with ordering medications, billing issues, shipping issues
- Subject Matter Expert, assisted new trainees when they were put on the phone to take calls
- Assisted on the escalation team and assisted internal representatives with issues with accounts that they were unable to resolve.
Skills
- Customer Relationship Management (CRM)
- Verbal and written communication
- Cross-Functional Teamwork
- Project Management
- Change Management
- Business Data Analysis
- Process Improvement
- Team building
- MS Office/Teams
- Documentation And Reporting
- Analytical Skills
- Adaptability and Flexibility
- HTML, CSS Console and Certified WalkMe Content Builder
Certification
WalkMe Certified Content Builder
Timeline
Business Process Analyst
Prescription Solutions/OptumRx
11.2022 - 04.2024
Service Account Manager -Client Solutions Support Team
Prescription Solutions/OptumRx
10.2018 - 11.2022
Service Account Manager Associate-Client Advocate Team
Prescription Solutions/OptumRx
11.2017 - 10.2018
Service Account Manager Associate-Digital Resolution
Prescription Solutions/OptumRx
08.2016 - 11.2017
Customer Service/Sr Customer Service Advocate
Prescription Solutions/OptumRx
01.2007 - 08.2014
Telephone Interviewer/Assistant Trainer
Hooper Holmes
07.2006 - 11.2007
Customer Care Representative
Caremark
05.2004 - 07.2006
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