MARLENE CORUM
Tooele,UT
Summary
Productive Help Desk Coordinator with a proven track record of excellent customer service and consistent results. Possesses excellent communication skills, professional attitude, and keen attention to detail. Dedicated to using the latest technologies and processes to deliver the highest level of efficiency.
Overview
23
23
years of professional experience
Work History
Pharmacy Help Desk Coordinator
Optum, UnitedHealth Group
08.2008 - 08.2021
- Achieved and maintained top customer satisfaction and retention by cultivating productive relationships with patients.
- Handled customer inquiries and suggestions courteously and professionally.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Met customer call guidelines for service levels, handle time and productivity.
- Maintained up-to-date knowledge of product and service changes.
- Responded proactively and positively to rapid change.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Attended telephone skills and program information training sessions to boost aptitude.
- Sought out extra training opportunities to enhance customer relationship management abilities.
- Delivered prompt service to prioritize customer needs.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Sought ways to improve processes and services provided.
- Trained new personnel regarding company operations, policies and services.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
Technical Support Coordinator
Verizon Wireless
04.2007 - 06.2017
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Walked individuals through basic troubleshooting tasks.
- Documented support interactions for future reference.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Submitted service tickets for equipment maintenance requests.
- Recorded and maintained relevant notes for each client and work order.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Activated accounts for clients interested in new services.
- Fielded average of 80 inbound phone calls to deliver support and remotely resolve service issues.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
Stylist
Great Clips Salon
06.2006 - 04.2007
- Supported reception desk, receiving phone calls, entering appointments, and collecting payments for services rendered.
- Built strong and lasting rapport with clients through consistent delivery of requested services and exceptional results.
- Educated clients about products and self-maintenance for healthy hair based on needs and preferences.
- Processed payments, entering sales in register for prompt customer service.
- Kept work areas, tools, and equipment clean and properly sanitized to minimize disease transfer and health risk of shared environment.
- Recorded notes for future reference about customer preferences and services delivered.
- Monitored current trends to understand fashions and better serve customer needs.
- Organized sales area and work station to showcase products and boost sales.
- Educated customers on products to maximize benefits.
- Scheduled customer appointments and rearranged individual time slots to meet demand.
- Stayed updated on current hair trends and techniques to make customers look fashionable and increase satisfaction.
- Trimmed, cut, and shaped hair and hairpieces based on customer preference.
- Completed safety training and certifications to minimize risk of infection or injury to customers.
- Suggested treatments and styles to suit customer appearance and fashion choices.
- Resolved guest complaints about service or style.
- Determined appropriate hair treatments based on conditions and textures.
- Counted and documented opening and closing cash amounts daily.
Asistant Manger
Sara Lee Bakery Group
01.1999 - 03.2004
- Greeted guests with friendliness and professionalism.
- Assisted manager in all aspects of business operations.
- Answered incoming phone calls to process requests, transfer calls, or relay messages to appropriate personnel.
- Worked closely with management to provide effective assistance for specific aspects of business operations.
- Monitored and ordered supplies and materials to keep store well-stocked.
- Followed detailed directions from management to complete daily paperwork and computer data entry.
- Volunteered to help with special projects of varying degrees of complexity.
- Completed daily logs for management review.
- Performed wide-ranging administrative, financial and service-related functions.
- Trained and supervised employees on office policies and procedures.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Worked flexible schedule and extra shifts to meet business needs.
- Welcomed customers and helped determine their needs.
- Helped customers complete purchases, locate items, and join reward programs.
- Restocked and organized merchandise in front lanes.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Stocked, tagged and displayed merchandise as required.
- Assisted customers with returns, refunds and resolving transaction issues.
- Answered questions about store policies and addressed customer concerns.
- Worked closely with shift manager to solve problems and handle customer concerns.
- Addressed customer needs and made product recommendations to increase sales.
- Tallied cash drawer at beginning and end of each work shift.
- Upsold additional products and services to customers, increasing revenue.
- Used POS system to enter orders, process payments and issue receipts.
- Learned duties for various positions and provided backup at key times.
- Responded promptly to requests for assistance, spills and customer inquiries.
- Maintained current knowledge of store promotions and highlighted sales to customers.
- Kept cash wrap stocked, products faced and shelving free of misplaced items or trash.
- Set up new sales displays each week with fresh merchandise.
- Conducted inventory counts by adding each item in stock and documenting in computer system.
- Worked extra shifts during busy periods and covered for call-in employees to maintain service levels.
- Educated employees on register use, merchandising, and customer service.
- Led cashiers and associates in providing thoughtful customer service.
- Taught employees fundamentals of register use, merchandise scanning and customer service.
- Maintained stock to meet expected customer demand.
- Evaluated presentation of checkout lanes and kept team members on top of cleaning tasks when necessary.
- Mentored new team members on POS system operation, customer service strategies, and sales goals.
- Facilitated and logged store opening, closing, and shift changes.
- Reconciled daily totals to maintain balanced and compliant ledgers.
Education
Cosmetology License - Cosmetology Education
Premier Hair Academy
Salt Lake City, UT06.2006
Skills
- Teamwork and Collaboration
- Insurance Claim Processing Software
- Provider Relations
- Recordkeeping Requirements
- Direct Order Entry
- Computer Billing Systems
- Confidential Records Management
- Health Insurance Plan Knowledge
- Pharmacy Policies and Procedures
- File Insurance Claims
- Update Accounts
- Professional Relationships
- Information Documentation
- Patient Confidentiality
- System Implementation
- Call Center Operations
- Customer Relationship Management
- Grammar
- 10-Key
- Multi-Line Phone Talent
- Documentation
- Conflict Mediation
- Understanding Customer Needs
- Citrix
- Professional Telephone Demeanor
- Livechat Messaging
- Critical Thinking
- Active Listening
Timeline
Pharmacy Help Desk Coordinator
Optum, UnitedHealth Group
08.2008 - 08.2021
Technical Support Coordinator
Verizon Wireless
04.2007 - 06.2017
Stylist
Great Clips Salon
06.2006 - 04.2007
Asistant Manger
Sara Lee Bakery Group
01.1999 - 03.2004
Cosmetology License - Cosmetology Education
Premier Hair Academy