Kelly Wells
Deland
Summary
To provide front line customer service in a collaborated and teamwork - oriented environment while utilizing and enhancing my knowledge and experience in the client care environment.
Overview
27
27
years of professional experience
Work History
Pharmacy Technician II
Human
DeLand, FL, USA
04.2021 - Current
- Inbound call center for Medicare members.
- Placing requests for refills
- Updating demographics
- Adding POAs
- Faxing requests for refills
- Reviewing all MDOs with any follow -
- Reviewing any cost savings programs
Customer Care Rep /Rx Plus Pharmacy
AdventHealth
Sanford, FL, USA
11.2019 - 04.2021
- Inbound call center for placing orders on refill for medical prescriptions
- Place overrides for patients that are need for medication
- Educate Patients on how the website works also, what is expected when placing orders with Rx pharmacy.
Customer Care
Sedgwick Claim Management Service
Lake Mary, FL, USA
01.2017 - 11.2019
- Inbound call center responsible for taking claims involving short - term disability, automobile crashes, Family Medical Leave Act, property and general liability.
- Educated clients on required paperwork and the claim process
Customer Care Advocate
The Hartford
Lake Mary, FL, USA
11.2015 - 04.2017
- Inbound call center responsible to taking claims involving short - term disability and the Family Medical Leave Act
- Educated clients on required paperwork and the claim process
Team Lead
Bright House Networks
Deland, FL, USA
01.2005 - 11.2015
- Managed customer service calls for clients requesting a supervisor
- Collaborated with other teams to analyze options and solutions for various development activities
- Held team meetings for 12+ agents to provide policy updates and new organizational information
- Completed employee evaluations relative to AHT, ACW, time off, and corrective action.
Collections
Wells Fargo Auto Finance
Lake Mary, FL, USA
06.1999 - 01.2005
- Inbound call center for customer accounts over 90 days past due
- Skip tracing
- Coordinating repossession of assets
Education
High School Diploma -
University of the State of New York Education Department
Binghamton, NY06.1988
Skills
- Utilized analytical skills to identify and resolve issues effectively, enhancing operational efficiency
- Oversaw adherence to HIPAA standards to protect patient confidentiality across all departments Guided staff in best practices for managing sensitive information Championed initiatives to enhance data security protocols and compliance measures
- Optimized workflows to support seamless project execution and improve team productivity
- Addressed customer questions to enhance satisfaction and support service excellence
- Maintained patient confidentiality to uphold trust and comply with healthcare standards
- Conducted thorough insurance verification to facilitate seamless patient care and financial transactions
Timeline
Pharmacy Technician II
Human
04.2021 - Current
Customer Care Rep /Rx Plus Pharmacy
AdventHealth
11.2019 - 04.2021
Customer Care
Sedgwick Claim Management Service
01.2017 - 11.2019
Customer Care Advocate
The Hartford
11.2015 - 04.2017
Team Lead
Bright House Networks
01.2005 - 11.2015
Collections
Wells Fargo Auto Finance
06.1999 - 01.2005
High School Diploma -
University of the State of New York Education Department