Liza Moreno
Summary
Polite and professional Subject Matter Expert successful in applying strong communication and problem resolution skills to each customer issue. Solid history of surpassing productivity and quality targets in high-volume settings. Skillful in building long-lasting, loyal customer relationships.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Inbound Contact Representative III SME (Subject Matter Expert)
Humana Pharmacy
06.2019 - Current
- I assist the members of Humana's Mail Order Pharmacy by answering complex benefit questions, resolving issues and complaints, and translating advanced knowledge of claim reimbursements and premium payments
- I also assist advocates who may have questions with processes or procedures
- I pull daily reports to ensure members issues are resolved by advocates daily
- Handle escalated accounts
- Multitasked through several systems
- Perform side-by-sides to assist peers
- I can learn new techniques quickly
- I oversee gathering and reporting IT issues on behalf of my team and line of business
- Promoted to a specialist position, the PDP Pilot Program, which joined together two departments to improve customer experience
- I have consistently outperformed by earning the highest scores in Issue Resolution, Agent Courtesy, Agent Satisfaction, and Net Promoter Score
- Recipient of multiple STAR Awards for my dedication to assisting my team and line of business to succeed
- I maintain compliance with HIPAA regulations
Customer Service Representative II
McKesson Pharmaceutical
10.2019 - 06.2019
- Assisted members with placing and following up on orders, inbound/outbound call environment
- Educated members about the drug trial of Aimovig, a prescription medication used for the preventive treatment of migraines in adults
- Assisted in de-escalation of member issues for myself and others
- Trained incoming new hires on the policies and procedures of our department
- Assisted in packaging and shipping of the product.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business
- Answered constant flow of customer calls with minimal wait times
- Updated account information to maintain customer records
Retail Order Picker
Amazon.Inc
10.2017 - 09.2019
- Primary responsibilities center on gathering products for order fulfillment from supervisor
- In addition to this core function responsible for labeling certain types of merchandise and ensuring that adequate stock levels are being maintained
- Locating merchandise to fulfill picking tickets, labeling specific inventory types such as fragile and industrial items
- Always following proper loading and safety procedures
- Putting deliveries away in the appropriate areas
- Stacking deliveries into the delivery vehicle as needed
- Enhanced customer satisfaction with timely order fulfillment and accurate product selection
Account Maintenance Specialist
Exeter Financial
10.2015 - 10.2017
- Assisted with statement of account processing, ten-day Pay off, regular monthly payment posting, specialty payment posting, updating recovery codes, demographic updates, and due date changes
- Posted customer and dealership payments into the Shaw system
- Performed outbound calls to insurance companies to verify fund availability
- Reinstated customer accounts after repossession, processes requests for ten day pay offs
- Assisted in special projects as needed, including new hire training, implementation of new policies and procedures
Patient care Advocate SME
Express Scripts
12.2013 - 02.2015
- Assisted with ordering of medications as well as going over detailed listing of all members medication, liaison between member and pharmacist, contacting doctor's office as needed for clarification, reaching out to insurance companies for verification of benefits, updating demographics as needed, aided management with reports and presentation
- Regarded as a Subject Matter Expert for this position because of a deep understanding of company policies and procedures
- Organized work for co-workers, lead meetings, created team building exercises
- Presented daily and weekly statistics to upper management
- Provided feedback to fellow associates, conducted new training and side by side training
- Made outbound calls to customers to verify information for reorder or discontinuation of medication
- Updated member's demographic and insurance information; verified patient medication history as needed
Education
High School Diploma -
J. Frank Dobie High
Houston, TX06.1991
Skills
- Goal-Oriented
- Empathy and patience
- Data entry proficiency
- Cross-cultural sensitivity
- Problem-solving skills
- Verbal and written communication
- Technical Troubleshooting
- Training experience
- Payment Processing
- Performance monitoring
- Building rapport
- MS Office
Certification
Medical Billing Medical Coding Specialist, MedCerts - 6/1/23
Timeline
Customer Service Representative II
McKesson Pharmaceutical
10.2019 - 06.2019
Inbound Contact Representative III SME (Subject Matter Expert)
Humana Pharmacy
06.2019 - Current
Retail Order Picker
Amazon.Inc
10.2017 - 09.2019
Account Maintenance Specialist
Exeter Financial
10.2015 - 10.2017
Patient care Advocate SME
Express Scripts
12.2013 - 02.2015
High School Diploma -
J. Frank Dobie High