Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Kierra Whorton

Indianapolis,IN

Summary

Accomplished Customer Service Agent with a proven track record at FedEx, where I excelled in de-escalation techniques and problem resolution, enhancing customer loyalty. Skilled in both outstanding communication and customer focus, I significantly contributed to team productivity and operational efficiency without compromising service quality.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Pharmacy Benefits Manager

TTEC
07.2024 - Current
  • Implemented data-driven strategies to enhance operational efficiency in the processing of prescription claims.
  • Collaborated with healthcare providers to optimize patient care and promote appropriate medication use.
  • Provided expert guidance on complex issues related to formulary management, drug pricing, rebate negotiations, and clinical program development.
  • Monitored performance metrics and provided regular reports to senior leadership, informing data-driven decision-making within the organization.

Customer Service Agent

FedEx
04.2021 - 02.2024
  • Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
  • Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.

Utility Clerk

Kroger
01.2019 - 01.2021
  • Addressed and resolved customer complaints and answered subsequent customer service questions.
  • Improved customer satisfaction by efficiently addressing and resolving utility service inquiries and concerns.
  • Enhanced team productivity with effective communication, coordination, and collaboration on tasks.
  • Collaborated with cross-functional teams to ensure seamless operations between departments contributing to overall business success.

Education

High School Diploma -

Warren Central High School
06.2018

Skills

  • Customer Service
  • Problem Resolution
  • Outstanding communication skills
  • Call center experience
  • De-Escalation Techniques
  • Customer Focus

Certification

Personal Lines License

Timeline

Pharmacy Benefits Manager

TTEC
07.2024 - Current

Customer Service Agent

FedEx
04.2021 - 02.2024

Utility Clerk

Kroger
01.2019 - 01.2021

High School Diploma -

Warren Central High School

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Kierra Whorton