Melody Jacobson
Tampa,Fl
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
13
13
years of professional experience
Work History
Pharmacy Service Representative
CVS Specialty Pharmacy
09.2015 - Current
- Performed wide range of pharmacy operations with strong commitment to accuracy, efficiency and service quality.
- Consulted with insurance company representatives to complete claims processing, resolve concerns, and reconcile payments.
- Operated pharmacy systems to obtain patient prescription status, communicating with prescribing physicians and pharmacists to clarify orders and meet specifications.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Responded to patient requests, offering excellent support and tailored recommendations to address needs.
- Delivered prompt service to prioritize patient needs.
- Met patient 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 patient concerns, demonstrating empathy, and resolving problems swiftly.
- 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.
- Processed patient orders in line with established policies and procedures.
- Input order information into system and updated patient accounts to document and track patient orders.
- Communicated with patients and medical offices to address order inquiries, changes and cancellations.
- Utilized customer service software to accurately enter customer data, process orders and update customer records.
- Examined orders to confirm accuracy, completeness and adherence to patient requirements.
- Self-motivated, with a strong sense of personal responsibility.
- Proven ability to learn quickly and adapt to new situations.
- Worked well in a team setting, providing support and guidance.
- Excellent communication skills, both verbal and written.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Managed time efficiently in order to complete all tasks within deadlines.
- Passionate about learning and committed to continual improvement.
- Strengthened communication skills through regular interactions with others.
- Organized and detail-oriented with a strong work ethic.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Worked flexible hours across night, weekend and holiday shifts.
- Developed and maintained courteous and effective working relationships.
- Identified issues, analyzed information and provided solutions to problems.
- Cultivated interpersonal skills by building positive relationships with others.
Customer Service Representative II
PHEAA
02.2011 - 10.2014
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handled customer inquiries and suggestions courteously and professionally.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- 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 updates and changes.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- 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.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Sought ways to improve processes and services provided.
- Handled high volume of inbound calls per shift to offer callers product and service information and generate quotes.
- Answered phone with friendly greeting to create positive inbound calling experience for customers.
- Built positive relationships with customers by providing exceptional customer service.
- Resolved complaints to satisfy customers and encourage future transactions.
- Recorded customer interactions, inquiries and comments in customer service database for traceability.
- Provided timely feedback to management regarding customer inquiries and issues.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Educated customers about billing, payment processing and support policies and procedures.
Education
Associate of Arts - Business Administration
University of Phoenix
Tempe, AZ06.2012
Skills
- Critical Thinking
- Reading Comprehension
- Health Insurance Plan Knowledge
- Administrative Support
- Telephone Etiquette
- Prescriptions Management
- Patient Care
- HIPAA Regulations
- Customer Experience
- Managing Prescription Refills
- Active Listening
- Telephone Support
- Customer Needs Assessments
- Efficient Service
- Recordkeeping Requirements
- High-Volume Environments
- Outbound Calls
- Quality Assurance
- Customer Satisfaction
- Data Entry
- Service Quality
- Recordkeeping Compliance
- Prescription Review
- Prescription Pricing
- Complex Problem-Solving
- Customer Inquiries
- Information Updates
- Microsoft Office
- Information Documentation
- Shipment Procedures
- Process Transactions
- Special Assignments
- Customer Identification Checks
- Work Task Prioritization
- Fill Orders
- Prescription Order Verification
- Learning Strategies
- Conflict Resolution
- Insurance Eligibility
- Customer Service
- Documentation Skills
- Microsoft Windows
- Plan Benefits Understanding
- Judgment and Decision-Making
- Microsoft Outlook
- Microsoft Excel
- Problem-Solving Skills
- Customer Service Optimization
- Customer Communication
- Call Center Operations
- Verbal and Written Communication
- Customer Support
- Brand Representation
- System Documentation
- Resolving Issues
- Answering Questions
- Call Documentation Skills
- Information Confidentiality
- Understanding Customer Needs
- Time Management
- Customer Account Updates
- Performance Improvement
- Product Knowledge
- Strong Analytical and Problem-Solving Skills
- Providing Customer Support
- Quality Assurance Optimization
- Documentation
Timeline
Pharmacy Service Representative
CVS Specialty Pharmacy
09.2015 - Current
Customer Service Representative II
PHEAA
02.2011 - 10.2014
Associate of Arts - Business Administration
University of Phoenix
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