June Dunn
Cleveland,OH
Summary
Results-driven customer service professional with over 10 years of experience delivering exceptional customer experiences and driving service excellence. Seeking to leverage proven skills within a respected organization committed to world-class customer service.
Overview
11
11
years of professional experience
Work History
Grievance & Appeals
One Home Care Solutions (Humana)
02.2023 - Current
- 100% remote
- Investigated and reported findings to the Humana Ethics office within the specified SLA depending on the severity of the complaint.
- Monitored the Birdeye portal and responded to recently submitted surveys with a satisfaction score of 7 or less.
- Monitored the Escalation dashboard on a rotating schedule and investigated all cases where there were 3 or more member/call center interactions per day.
- Provided a neutral analysis of call interactions with a goal of improving the Member experience and preventing future complaints and grievances.
- Outbound calls during hurricane season to provide DME products
Customer Service Rep
America’s Pharmacy Source
Akron, Ohio
04.2019 - 12.2022
- Inbound calls for mail order pharmacy
- Enrollment applications over the phone for discount program
- Processed mail order prescriptions orders
- Provided discount on prices on medications
- Processed payroll approval and tracked attendance policy adherence
Customer Care Representative
CVS Caremark
Solon, Ohio
05.2017 - 04.2019
- Answered inbound calls
- Inquiries, processing new and refill prescription orders
- Demonstrated expertise with call center computer applications by educating representatives to become proficient with navigation of several systems
- Applications for Medicare Part D prescription drug plans
Customer Service Representative/ Team lead
Envision Rx Options
Twinsburg, Ohio
01.2015 - 05.2017
- Assisted Customer Care Representatives with daily task completion and call handling
- Processed Prior Authorizations over the phone increasing member satisfaction
- Handled member call escalations
- Inbound calls for Medicare Part D and Commercial PBM plans
- Recommended Plan Benefits Overrides process improvement increasing the efficiency of member obtaining prescribed medications
- Answering heath plan and call quality questions
- Answered member inquiries on Medicare Part D plans
- Ensured exceptional service establishing rapport with members
- Researched, calmed, and rapidly resolved member issues preventing loss of plan membership
Education
South High
06.2011
Timeline
Grievance & Appeals
One Home Care Solutions (Humana)
02.2023 - Current
Customer Service Rep
America’s Pharmacy Source
04.2019 - 12.2022
Customer Care Representative
CVS Caremark
05.2017 - 04.2019
Customer Service Representative/ Team lead
Envision Rx Options
01.2015 - 05.2017
South High