Years of experience
Marc Bauer
Briceville,TN
Summary
Dynamic Senior Customer Support Representative with CVS/caremark, skilled in problem-solving and exceptional communication. Proven track record in enhancing customer satisfaction through effective training and mentoring. Proficient in Microsoft Excel and adept at cross-functional coordination, consistently delivering high-quality service in fast-paced environments.
Overview
31
31
Work History
Senior Customer Support Representative
CVS/caremark
10.2022 - Current
- Delivered exceptional customer service by prioritizing emergency issues and developing and employing workarounds to solve problems expeditiously.
- Participated in ongoing training to learn new technologies and enhance skills to optimize customer support delivery.
- Maintained comprehensive knowledge of pharmacy insurance coverage, ensuring accurate information was provided to customers.
- Recommended solutions to complex situations through research and critical thinking and escalated customer to supervisor for enhanced support.
- Documented customer interactions in computer system and assisted cross-functionally with billing and technical support to deliver high-quality customer service.
- Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
Senior Certified Pharmacy Technician
Walgreens
10.2005 - 10.2022
- Communicated with prescribers to verify medication dosages, refill authorizations, and patient information.
- Answered incoming phone calls and addressed questions from customers and healthcare providers.
- Collected co-payments or full payments from customers.
- Conducted regular inventory audits to identify discrepancies and reduce instances of stockouts or expired medications on pharmacy shelves.
- Maintained a clean, organized work environment to uphold quality standards and minimize risk of contamination or error during medication preparation.
- Supported the development of junior pharmacy technicians through continuous training, mentorship, and performance evaluations.
- Improved patient satisfaction scores by delivering exceptional customer service in a fast-paced, high-volume pharmacy setting.
Education
Associate of Applied Science - Register Health Informatics Technician
Sinclair Community College
Dayton, OH08-2005
Skills
- Empathy and patience
- Exceptional communication
- Training and mentoring
- Sales support
- Cross-functional coordination
- Customer service
- Problem-solving
- Critical thinking
- Active listening
- Problem resolution
- Customer relations
- Microsoft Excel
Timeline
Senior Customer Support Representative
CVS/caremark
10.2022 - Current
Senior Certified Pharmacy Technician
Walgreens
10.2005 - 10.2022
Associate of Applied Science - Register Health Informatics Technician
Sinclair Community College
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