Summary
Overview
Work History
Education
Skills
Timeline
Generic

Mary Garcia

Wylie,TX

Summary

Dynamic customer service leader with high integrity who is accountable and has a highly motivated personality. Excellent communication and interpersonal skills. Outstanding organizational and leadership skills. Quality customer service experience. Strong supervisory skills and process management experience. Ability to maintain bookkeeping, timekeeping, and personal records to detailed accuracy. Knowledgeable with company standard policies, procedures, and regulations. Hardworking Shift Leader gifted at reviewing team tasks to ensure quality. Engaging and personable coach and employee trainer successful at maximizing team productivity. Consistently recognized for hard work, attention to detail and goal achievement. Handles team needs with forward-thinking strategies and strong focus on daily requirements. Well-coordinated planner successful at coordinating schedules and workflows to meet business demands. Superior work ethic combined with resourceful and upbeat nature.

Overview

29
29
years of professional experience

Work History

Shift Supervisor Management

CVS Pharmacy
08.2020 - Current

Office Operations & Bookkeeper

DWF Wholesale
01.2019 - 01.2020
  • Managed the Dallas office operations and bookkeeping role, responsible for all daily operations and HR responsibilities, financial transactions, monitoring delinquent accounts, and preparing monthly accounts receivable and payable
  • Payroll and time management
  • Managed and watched the general ledger, managing the audit function standards and continuing efforts to deliver outstanding customer service to vendors, contractors, and customers while maintaining financial profitability.

Bookkeeper

Hilton Hotel
01.2018 - 01.2019
  • Managed 3 Hilton properties: Hilton Garden Inn Richardson, Homewood Suites, Allen TX, Hampton INN Abilene TX, responsible for records of financial transactions, monitoring delinquent accounts, and preparing monthly accounts receivable and payable
  • Payroll and time management
  • Managed and monitored the general ledger, managing the audit function based on Hilton standards and delivering outstanding customer service to vendors, contractors, and customers while maintaining financial profitability.

Customer Service Solutions Lead

DaVita RX
01.2015 - 01.2019
  • Directed a staff of 15 solutions specialty teammates and oversaw 12 pharmacy technicians and 100 customer service representatives based out of 3 pharmacy locations and oversaw long-range projects, annual goals, and staffing for the pharmacy projected customer service call volume and level impacts
  • Managed new processes and implementations to prevent teamwork errors
  • Data analysis improves workflow processes and forecasts to determine how to allocate future budgets and workload
  • Oversaw the team's day-to-day operations, distributing the workload evenly amongst staff while maintaining a highly motivated work environment to boost teammate's performance levels
  • Successfully led and managed multiple teams simultaneously to provide excellent customer service to meet the needs of all our customers' expectations on every call.

Business Analyst

DaVita RX
01.2017 - 01.2018
  • Responsible for assisting in remodeling existing business processes as an SME role between Non-IT and IT for the customer service department and CSR solutions team, developed a new interface technology for all 3 DaVita Rx pharmacies.

Trainer CSR

DaVita RX
01.2006 - 01.2018
  • Developed DaVita RX's first standard call center training book and implemented new training procedures and course material
  • Provided training, coaching, and development for over 200 team members and leadership teammates in order to provide world-class customer service
  • I was a subject matter expert for processes and troubleshooting throughout my career with DaVita RX.

Pharmacy Benefit Manager Representative

Prime Therapeutics
01.2005 - 01.2006
  • Pharmacy claim investigation and resolution into customer's prescription claim rejection based on its rejection code, formulary, and plan limitations.

Medicare D Specialist

Prime Therapeutics
01.2005 - 01.2006
  • Primarily to drive Medicare Part D enrollment through consultative selling of plan options for medical and pharmacy benefits while complying with Medicare Part D's regulations and requirements.

Healthcare Customer Benefit Manager

Prime Therapeutics
01.2004 - 01.2006

Customer Service Representative

DaVita RX
01.2005 - 01.2005
  • Provided our team members with answers to information on medication and benefits by delivering care and world-class service.

Pharmacist Helpline Assistant

Prime Therapeutics
01.2004 - 01.2004
  • Support assistance for pharmacies and doctor's offices by processing rejected prescription claims online.

Customer Service Representative

Prime Therapeutics
01.2004 - 01.2004
  • Support assistance for members by providing information on medication order status and pharmacy benefits.

Doctor Call Representative

Medco Health Solutions
01.2004 - 01.2004
  • Outbound calling to the doctor's office to verify vital missing information on written prescriptions issued to patients to be able to process the prescription.

Healthcare Customer Service Representative

Medco Health Solutions
01.2003 - 01.2004

Customer Service Representative

Medco Health Solutions
01.2003 - 01.2004
  • Support assistance for members by providing information on medication order status and pharmacy benefits.

Assistant Front Office Manager

Embassy Suites
01.1999 - 01.2003
  • Managed six guest services associates and 3 reservation associates
  • Assisted with the recruitment process
  • Evaluated individual associate's performance and training needs and assigned work schedules
  • Oversaw resolutions for guest queries and complaints to meet the guest's 100% satisfaction guaranteed policy
  • Optimized revenue based on availability and demands
  • Assessing and improving profitability
  • Prepared and presented staffing and occupancy reports
  • Ensured all front office staff met compliance and licensing requirements.

Reservation Coordinator/ Guest Service Agent

Embassy Suites
01.1995 - 01.2003

Reservations

Embassy Suites
01.1997 - 01.1999
  • Promoted and sold hotel rooms, suites, and additional services using superior product knowledge while assisting guests in booking reservations
  • Adhered to the Forbes Five Star Travel Guide standards by maintaining a thorough understanding of hotel facilities and processes, generating a culture of high-quality standards for relationship building, customer service, and selling techniques
  • Initiate and prepare reports as needed, Audit OnQ PM for reservation accuracy for coding issues, and verify billing requirements.

Guest Service Agent

Embassy Suites
01.1995 - 01.1997
  • Greeted guests and completed the registration process, confirmed guest room rates, room types, and hotel packages, and promoted marketing programs
  • Assisted guests with the check-in/ OUT process while ensuring guest receipts are correct and accurate
  • Managing accounts receivable and payable for all guest accounts
  • Use up-selling techniques to promote hotel services and facilities to maximize room occupancy
  • Respond to guest queries and complaints, research, and resolve by negotiating solutions to meet the guest's 100% satisfaction guaranteed policy.

Education

Skills

  • Ability to initiate/manage cross-functional teams and multiple projects
  • Conflict Management
  • Critical thinking, decision making and problem-solving skills
  • Employee Relations (ER)
  • Excellent research skills
  • HR Information System
  • Insurance claims/ Benefits
  • Labor Relations
  • Process Improvement
  • Quickly develop relationships with clients
  • Training and Development
  • Payroll processing
  • Costing and Receiving
  • Schedule Management
  • Contract Management
  • Staff Management
  • Schedule Oversight
  • Inventory Management
  • Negotiation
  • Project Management
  • Operations Management
  • Business Development
  • Production Management
  • Revenue Benchmarks
  • Inventory Control and Record Keeping
  • Safety Awareness
  • Training and Mentoring
  • Document Management
  • Cash Handling Expertise
  • Conflict Resolution Techniques
  • Business Administration
  • Financial Management
  • Search Engine Optimization
  • Safety Understanding
  • Strategic Planning
  • Staff Development
  • Continuous Improvement
  • Staff Scheduling
  • Resource Allocation
  • Leadership Abilities
  • Interpersonal Skills
  • Time Management
  • Staff Motivation
  • Budget Management
  • Technical Proficiency
  • Quality Assurance
  • Employee Training
  • Team Building
  • Policy Enforcement

Timeline

Shift Supervisor Management

CVS Pharmacy
08.2020 - Current

Office Operations & Bookkeeper

DWF Wholesale
01.2019 - 01.2020

Bookkeeper

Hilton Hotel
01.2018 - 01.2019

Business Analyst

DaVita RX
01.2017 - 01.2018

Customer Service Solutions Lead

DaVita RX
01.2015 - 01.2019

Trainer CSR

DaVita RX
01.2006 - 01.2018

Pharmacy Benefit Manager Representative

Prime Therapeutics
01.2005 - 01.2006

Medicare D Specialist

Prime Therapeutics
01.2005 - 01.2006

Customer Service Representative

DaVita RX
01.2005 - 01.2005

Healthcare Customer Benefit Manager

Prime Therapeutics
01.2004 - 01.2006

Pharmacist Helpline Assistant

Prime Therapeutics
01.2004 - 01.2004

Customer Service Representative

Prime Therapeutics
01.2004 - 01.2004

Doctor Call Representative

Medco Health Solutions
01.2004 - 01.2004

Healthcare Customer Service Representative

Medco Health Solutions
01.2003 - 01.2004

Customer Service Representative

Medco Health Solutions
01.2003 - 01.2004

Assistant Front Office Manager

Embassy Suites
01.1999 - 01.2003

Reservations

Embassy Suites
01.1997 - 01.1999

Reservation Coordinator/ Guest Service Agent

Embassy Suites
01.1995 - 01.2003

Guest Service Agent

Embassy Suites
01.1995 - 01.1997

Mary Garcia