MARTIKA COFFER

• Process mail-order prescriptions with precision to ensure accurate and timely fulfillment.
• Verify insurance coverage, obtain authorizations, and resolve data discrepancies.
• Maintain strict confidentiality of patient records while following HIPAA guidelines.
• Coordinate with pharmacists, providers, and patients to support order accuracy and medication safety.
• Manage large volumes of prescription information while meeting productivity and accuracy targets.

Provided high-quality customer support for online orders, ensuring quick and accurate responses to inquiries regarding product availability, shipping status, returns, and order modifications.

Assisted customers through email, chat, and messaging platforms, delivering clear and professional communication while resolving issues efficiently.

Processed order updates, cancellations, and replacements while maintaining accuracy and adherence to JOILIS company policies.

Troubleshot customer concerns related to account access, payment issues, or order delays, escalating complex cases to supervisors when necessary.

Managed multiple systems and software tools simultaneously to review order details, verify customer information, and document support interactions.

Maintained detailed and accurate records of each customer interaction to ensure seamless follow-up and support continuity.

Met daily productivity, quality, and service-level goals in a fast-paced remote environment.

Demonstrated strong problem-solving abilities, empathy, and professionalism while delivering a positive customer experience.

• Processed 80+ customer calls daily while meeting quality metrics.
• Documented troubleshooting steps and resolved technical issues.
• Maintained consistent adherence to company standards and workflows.