Jeanette Griffin

Research and matching unlabeled shipments to correct tracking information. Relabeling these shipments and returning them to the operations sorting process to continue to destination. Entering detailed coherent information and photographs about lost shipments and loose items into a Found Shipment database to allow visibility to customers. Communicating with customers regarding shipments. Additional duties include loading and unloading boxes weighing up to 70lbs out of sorting areas onto a transporting vehicle to work area.

• Effectively communicate with customers and ensure all complaints are acknowledged in a timely manner and customers are kept informed throughout the complaint process. Manage the resolution of customer complaints, within given timescales (within 5 days). Forwarding complaints to service stations across the nation, requesting acknowledgment and corrective action on service breakdowns. Finally, determining root cause and coding complaint for reporting purposes. When necessary receiving inbound calls from frontline rollover queue.

• Provided knowledgeable responses to telephone inquiries using pre-scripted responses, Assisted consumers with completing online application and electronically submitting completed application to plan provider for processing, Research for answers to unscripted questions posed by consumers regarding the Affordable Care Act, marketplace eligibility, procedures and processes, Completed escalations within service level agreement time standards.

• Answered a high volume of telephone calls from customers regarding international shipping, sales leads, tracking and tracing of shipments, rectifying shipping errors, product ordering, delivery status, pick up and drop offs. Maintained contact and followed up on problems that required special handling. Researched and responded to customer inquiries and explained shipping process to their satisfaction. Recognized by customers who appreciated my extra efforts.

• Answered a high volume of telephone calls from members, providers and physicians relating to pharmacy benefits. Researched and resolved problems. Assisted members with understanding and using pharmacy benefits. Used computer systems to research, answer inquires and document issues and resolutions.

• Answered a high volume of telephone calls from pharmacist and pharmacy tech personnel as they pertain to online claim adjudication. Researched errors in claim and provided plan specific information to provider to obtain successful adjudication.