Justin Duzon
Milwaukee,WI
Summary
I am seeking a position that utilizes my vast customer service skills obtained over years of in person and telephonic interactions between internal and external customers as well as my wealth of knowledge and communication skills learned through employee presentations and trade shows.
Professional with deep background in customer service and leadership. Known for driving team collaboration and consistently achieving results. Skilled in conflict resolution, communication, and workflow optimization. Reliable, adaptable, and focused on meeting changing needs.
Overview
22
22
years of professional experience
Work History
Member Services Lead
Serve You Rx
Milwaukee, WI
01.2017 - 01.2020
- Led team in providing exceptional member service, ensuring satisfaction and retention.
- Trained and mentored new staff on operational procedures and best practices.
- Developed and implemented process improvements to enhance service efficiency.
- Coordinated communication between members and pharmacy operations for issue resolution.
- Managed scheduling and workflow to optimize team productivity and performance.
- Analyzed member feedback to identify trends and drive service enhancements.
- Oversaw compliance with regulatory standards to ensure safe medication dispensing.
- Fostered a collaborative team environment focused on continuous improvement initiatives.
- Collaborated with other departments to resolve complex member issues swiftly and effectively.
- Implemented a comprehensive training program for new hires that resulted in reduced onboarding time and increased employee retention rates.
Member Services Manager
Serve You Rx
Milwaukee, WI
01.2014 - 01.2017
- Led member service initiatives to enhance client satisfaction and retention.
- Developed training programs for staff to improve service delivery standards.
- Streamlined communication processes between departments to ensure timely responses.
- Analyzed service metrics to identify trends and inform strategic decisions.
- Coordinated cross-functional teams to launch new services aligned with member needs.
- Mentored team members, fostering a collaborative environment focused on excellence.
- Oversaw daily operations, ensuring compliance with industry regulations and best practices.
- Improved member satisfaction by addressing concerns and providing timely resolutions.
- Oversaw the recruitment, hiring, onboarding, and ongoing training processes for new team members, helping build a skilled workforce committed to delivering excellent results for our organization''s members.
Member Services Supervisor
Serve You Rx
Milwaukee, WI
01.2011 - 01.2014
Sales and Marketing/New Business Development
Serve You Rx
Milwaukee, WI
01.2008 - 01.2010
- Worked effectively in fast-paced environments.
- Proven ability to learn quickly and adapt to new situations.
- Worked well in a team setting, providing support and guidance.
- Passionate about learning and committed to continual improvement.
- Worked flexible hours across night, weekend, and holiday shifts.
- Paid attention to detail while completing assignments.
- Used critical thinking to break down problems, evaluate solutions, and make decisions.
Account Manager
Serve You Rx
Milwaukee, WI
01.2004 - 01.2008
- Managed key client relationships to ensure satisfaction and retention.
- Led cross-functional teams to deliver comprehensive solutions for clients.
- Developed strategic account plans to align services with client needs.
- Analyzed market trends to identify growth opportunities for client accounts.
- Facilitated regular communication between clients and internal stakeholders.
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Conducted regular account reviews to identify areas for improvement and ensure continued success.
- Collaborated with sales team to identify potential upsell opportunities and expand client base.
Member Services Supervisor
Serve You Rx
Milwaukee, WI
01.2000 - 01.2004
- Led member service initiatives to enhance customer satisfaction and retention.
- Developed training programs for staff to improve service quality and operational efficiency.
- Streamlined communication processes between departments to ensure timely responses to member inquiries.
- Analyzed service metrics to identify trends, driving continuous improvement strategies.
- Provided exceptional customer service by promptly addressing inquiries and resolving issues related to memberships or facility use.
Member Services Representative
Serve You Rx
Milwaukee, WI
01.1998 - 01.2000
- Facilitated member inquiries, ensuring timely and accurate responses to enhance satisfaction.
- Managed medication refills and prescription processing to maintain operational efficiency.
- Trained new staff on system protocols and best practices for member service excellence.
- Led team meetings to discuss challenges, share solutions, and foster collaborative problem-solving among specialists.
- Enhanced training materials based on evolving industry standards to ensure compliance and effectiveness in services provided.
- Handled escalated calls professionally, mitigating concerns effectively while maintaining excellent rapport with clients.
Education
High School Diploma -
Milwaukee Trade & Technical High School
MilwaukeeSkills
- Excelled in both internal and external customer service
- Quick, on the fly problem solving to alleviate member concerns/issues
- Handled pharmacy issues while processing claims
- Assisted with contracts for independent pharmacies
- Processed manual claims as well as eligibility for members while staying within company guidelines/policies using AS400 software
- Worked with department leads to achieve company goals
- Training
- Developed training manuals
- Onboarding for new employees and cross training for current employees
- Worked with clients to solve day-to-day operational concerns
- Delivered client performance analysis
- Delivered presentations at employee benefit fairs, as well as trade shows
- Management of day-to-day call center/pharmacy operations and scheduling
- Analyzed call center metrics to maintain the highest level of member service quality assurance
- Performed yearly reviews of staff
- Integral member of URAC pharmacy accreditation for Serve You
- Organized departmental and company events to increase company morale
- Participated in the interview process, as well as the hiring and dismissal of employees
- Microsoft Office proficient
Timeline
Member Services Lead
Serve You Rx
01.2017 - 01.2020
Member Services Manager
Serve You Rx
01.2014 - 01.2017
Member Services Supervisor
Serve You Rx
01.2011 - 01.2014
Sales and Marketing/New Business Development
Serve You Rx
01.2008 - 01.2010
Account Manager
Serve You Rx
01.2004 - 01.2008
Member Services Supervisor
Serve You Rx
01.2000 - 01.2004
Member Services Representative
Serve You Rx
01.1998 - 01.2000
High School Diploma -
Milwaukee Trade & Technical High School