Karen Caizza
Buffalo
Summary
Knowledgeable Customer Service Representative with solid background in collections. Successfully managed customer accounts, resolving disputes and ensuring timely payments. Demonstrated strong communication and problem-solving skills to enhance customer relations.
Results-oriented achiever with proven ability to exceed targets and drive success in fast-paced environments. Combines strategic thinking with hands-on experience to deliver impactful solutions and enhance organizational performance.
Overview
32
32
years of professional experience
1
1
Certification
Work History
Collection Customer Service Representative
Capital Management Services LLC
04.2022 - Current
- Reduced outstanding receivables by consistently following up on overdue payments and negotiating payment arrangements.
- Streamlined the collections process for enhanced efficiency and accuracy in tracking delinquent accounts.
- Utilized advanced skip-tracing techniques to locate hard-to-find debtors, increasing the likelihood of successful collections efforts.
- Educated customers on their financial obligations, offering guidance on budgeting and repayment options tailored to their individual circumstances.
- Ensured compliance with all applicable federal, state, and local regulations governing debt collection activities while protecting consumer rights.
- Maintained strict confidentiality of sensitive customer information, adhering to company policies and industry regulations regarding data privacy.
- Proficiently managed a high-volume workload of inbound calls from customers seeking assistance with their past-due balances.
- Exceeded monthly targets for both individual collections results and team performance consistently, demonstrating a strong commitment to achieving organizational goals.
- Contacted customers to discuss past-due accounts and negotiated payment plans.
- Negotiated settlements within approved guidelines while preserving positive customer relationships whenever possible.
STAFF PHARMACIST
RITE AID PHARMACY
12.1992 - 03.2022
- Assisted customers with non-prescription needs, including locating OTC medications, vitamins, and supplies for first aid care
- Taught individuals how to correctly use and store different medications for optimal shelf life and safety
- Offered expert advice on likely interactions and side effects of proposed therapies to help physicians make optimal treatment choices
- Followed safety standards and regulations when filling prescription orders
- Followed strict requirements in tracking and distribution of controlled substances like Oxycontin and Fentanyl
- Managed billing, including collecting copayments, resolving insurance difficulties, and updating accounts
- Immunized individuals against communicable diseases such as influenza, Covid, shingles, and pneumonia
- Educated customers about potential risks and contraindications of prescribed medications
- Monitored patient progress and assessment results and communicated clinical information with physicians
- Advised patients on how to safely take and store drugs to achieve the optimal effects
- Spearheaded flu clinics and other immunization drives to protect patients from communicable diseases
- Created positive pharmacy image through strong service and cooperation with customers, associates, and outside vendors
- Maintained strict security protocols to prevent the loss, theft or misuse of medications
- Supported clinical services such as immunizations administration, leading to increased accessibility for patients in need.
- Provided medication therapy management to patients using Outcomes and Mirixa.
- Enhanced patient care by providing accurate medication dispensing and thorough counseling on drug interactions.
- Effectively resolved insurance rejections and other billing issues.
- Checked prescriptions for appropriate dosage, drug interactions, allergies and contra-indications before dispensing medications.
- Provided comprehensive staff support during peak hours, effectively managing increased workload without compromising quality of service or patient safety.
- Ensured consistent delivery of high-quality pharmaceutical services through adherence to established standards and guidelines.
- Maintained state and federal records of legendary drugs and controlled substances.
- Complied with all federal laws, company policies and procedures and state regulations regarding intern, technician and assistant training and licensure.
- Vaccinated patients to provide immunity against influenza, pneumonia, and other diseases.
- Improved pharmacy efficiency by training new staff pharmacists and pharmacy technicians on proper procedures and protocols.
- Communicated regularly with physicians, nurses, insurance companies and managed care organizations.
- Optimized workflow processes for faster prescription filling, resulting in improved patient satisfaction levels.
- Regularly stocked shelves, rotated stock and checked for expired medications.
- Decreased wait times for patients by optimizing the use of pharmacy technology and automation systems.
- Championed patient safety by staying current on drug recalls and promptly removing affected products from pharmacy shelves.
- Educated patients about possible drug interactions and gave special administration instructions.
- Managed drug and supply inventories.
- Monitored ordering of pharmacy medication stock to maintain streamlined inventory and low overhead.
- Completed accurate cycle counts, inventory management and will-calls for customers.
Education
Bachelor of Science - Pharmacy
STATE UNIVERSITY OF NEW YORK AT BUFFALO
Buffalo, NY05.1993
Skills
- Goal oriented
- Stress tolerance
- Data entry proficiency
- Skip tracing
- Organization skills
- Assertiveness
- Customer service
- Customer consultation
- Customer retention
- Effective communication
- Active listening
Certification
- Basic Life Support Certification (BLS)
Timeline
Collection Customer Service Representative
Capital Management Services LLC
04.2022 - Current
STAFF PHARMACIST
RITE AID PHARMACY
12.1992 - 03.2022
- Basic Life Support Certification (BLS)
Bachelor of Science - Pharmacy
STATE UNIVERSITY OF NEW YORK AT BUFFALO
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