Kimberly Martinelli

· Monitor calls daily for Central Pharmacy Services and Our Vendor.

· Weekly Call Calibrations.

· Reporting

· Provide coaching opportunities and provide feedback to the teams.

· Work on call projects for different teams.

· Train new hires.

· Attend Weekly Business Review Meeting.

· Supervisor calls

· Daily and monthly metrics

· Side by sides with agents.

· Executive Escalations

· Coach Agents

· Email/call monitoring.

· Daily overview reports

· Scheduling

· Managing allocation for offsite and in house routing.

· Supervisor calls

· Daily and monthly metrics

· Side by sides with agents.

· Coaching agents

· Respond to customer inquiries through various media.

· Functioned as floor support for agent questions.

· Processed replacement orders.

· Mentored new hires through shadowing.

· Processed emails.

· Facilitated appointments for customers via inbound/outbound calls.

· Data entry

· Created IEP’S

· Facilitated training for new hires.

· Scheduling

· Pass Medication

· Family Meetings

· Transportation

· Pass Medication

· Transportation

· Daily Hygiene

· Dinner Preparation