Margaret M Trott
Scottsdale,AZ
Summary
Support-focused professional with extensive experience as Client Support Representative. Demonstrates strong customer service skills and technical troubleshooting abilities. Proven track record of enhancing client satisfaction ratings and optimizing support processes. Recognized for effective issue resolution and relationship building with clients.
Overview
21
21
years of professional experience
Work History
Client Support Representative II
CVS HEALTH
09.2023 - Current
- Resolved client concerns about pharmacy benefits using phone, email, and Salesforce.
- Provided support during the enrollment process for health programs and services.
- Maintained updated knowledge of CVS Health policies and procedures for customer service.
- Responded promptly to customer complaints and concerns.
- Verified problem details through thorough research.
- Collaborated with partners to devise optimal solutions.
Clinical Service Representative II
CVS HEALTH FEP PROGRAM
Phoenix, AZ
02.2021 - 09.2023
- Managed high-volume, complex clinical inbound calls from physicians and healthcare providers for Prior Authorization Department.
- Executed fax communications with medical offices to ensure timely information exchange.
- Served as first point of contact for customers, addressing inquiries and concerns effectively.
- Maintained attention to detail while multitasking in a fast-paced environment.
- Evaluated process improvements to enhance customer experience and align with departmental objectives.
Customer Service Representative I
CVS Health FEP PROGRAM
Phoenix, AZ
09.2019 - 02.2021
- Provide one call resolution to FEP/BCBS members regarding pharmacy benefits.
- Utilized The Source to verify correct procedures and actions.
- Exceed metrics set by the leadership team.
- Continue to offer improvements in best practices to enhance the member experience.
- Furthering educational background with Sales Force, AS400, Leadership Communication courses, as well as other enhanced academic opportunities.
Certified Travel Agent
AAA MID-ATLANTIC
Eatontown, NJ
02.2005 - 11.2014
- Delivered top customer service to AAA members and non-members in coordinating and planning vacations.
- Provided researched answers to travel inquiries, clarifying details related to vacation packages and cruise offers, as well as Flexible Independent Travel.
- Assembled, updated, and completed trip files, ensuring compliance with AAA's established requirements.
- Employed GDS/Apollo interface to effectively and efficiently process international and domestic flight tickets.
- Consistently met sales revenue requirements, processing AAA credit card applications, as well as member and insurance referrals.
- Recognized in 2007 and 2008 as one of the top travel agents in hotel sales.
- Received sales excellence award in 2010, as well as Million Dollar Club award in 2013 and 2014 for achieving $1M in travel sales each year.
Education
Associate of Science - Health Care Administration
Colorado Technical University
Colorado Springs, CO01-2026
Certified Pharmacy Technician - Central area of study
National Healthcare Association
07.2022
PRIOR AUTHORIZATION TRAINING -
Rio Salado College
04.2022
FEP Customer Service Training
Rio Salado College
12.2019
Skills
- Medical and PBM knowledge
- Customer service and support
- Multi-tasking in high-volume environments
- Time management and reporting
- Communication and interpersonal skills
- Problem solving and escalation resolution
- Learning capabilities and adaptability
- Detail-oriented data entry
- Proficiency in Microsoft Office Suite
Timeline
Client Support Representative II
CVS HEALTH
09.2023 - Current
Clinical Service Representative II
CVS HEALTH FEP PROGRAM
02.2021 - 09.2023
Customer Service Representative I
CVS Health FEP PROGRAM
09.2019 - 02.2021
Certified Travel Agent
AAA MID-ATLANTIC
02.2005 - 11.2014
Associate of Science - Health Care Administration
Colorado Technical University
Certified Pharmacy Technician - Central area of study
National Healthcare Association
PRIOR AUTHORIZATION TRAINING -
Rio Salado College
FEP Customer Service Training
Rio Salado College
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