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
Tampa, FL (Remote)
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
Harrisburg, PA
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