Customer service
Melody Rotundo
Customer Service
Omaha,NE
Summary
Results-driven customer service professional with over 20 years of experience delivering exceptional support in technical, hospitality, and healthcare environments. Expertise includes processing prescriptions, managing prior authorizations, and effectively communicating prescription benefits and savings opportunities. Proven ability to troubleshoot complex issues and resolve patient concerns while upholding strict HIPAA compliance and ensuring patient privacy. Recognized for transforming challenging interactions into positive experiences that foster loyalty and encourage repeat business.
Overview
25
25
Work History
Customer Service Representative – Prescription Savings
Save RX Prescription Services
10.2024 - Current
- Processed and filled prescriptions accurately while coordinating with pharmacies to ensure timely delivery and patient access to medications.
- Submitted, tracked, and followed up on prior authorizations, resolving delays to secure medication approvals for members.
- Contacted members proactively via phone to explain prescription benefits, coverage options, and savings opportunities, improving understanding and medication adherence.
- Troubleshot benefit-related issues and answered complex inquiries with empathy and efficiency while upholding HIPAA compliance and patient confidentiality.
- Maintained detailed documentation and clear communication between members, pharmacies, and providers to support seamless service delivery.
Field Service Technician
JB Computers
09.2018 - Current
- Installed, configured, and troubleshot computer hardware, software, network racks, and systems on-site for clients.
- Diagnosed and resolved technical issues quickly, minimizing downtime and maintaining high customer satisfaction.
- Delivered ongoing desktop support and equipment repair while balancing multiple service requests efficiently.
- Part-time/Full-time as needed
Customer Service Representative (Remote)
Ubiquity Global Services
07.2023 - 09.2024
- Handled high-volume inbound calls for a major California transportation service, resolving inquiries and issues promptly.
- Provided empathetic and effective remote customer support in a fast-paced environment until location closure.
Sales Associate / Customer Service Representative
The Registry LLC
06.2023 - 05.2024
- Drove strong sales performance through proactive customer engagement and relationship building.
- Transitioned into dedicated customer service role to focus on issue resolution and satisfaction, resulting in repeat business.
- Addressed customer concerns efficiently while upholding high service standards.
Package Handler
United Parcel Service (UPS)
09.2021 - 05.2023
- Accurately sorted and routed high volumes of packages in a time-sensitive environment to ensure correct delivery.
- Maintained strong attention to detail while meeting strict productivity targets.
Manager / Bartender
McCoy’s
04.2016 - 08.2018
- Supervised bar staff, servers, and kitchen operations while delivering consistent hospitality and customer service.
- Managed daily operations, inventory, and team performance to maintain smooth service during peak hours.
- Resolved customer complaints professionally, contributing to positive reviews and repeat patronage.
Education
High School Diploma / GED -
Bryan High School
Giles, WV05-1997
Skills
HIPAA Compliance & Patient Privacy
Prescription Processing & Fulfillment
Prior Authorization Management
Prescription Benefits Explanation & Verification
Patient/Member Communication & Outreach
Pharmacy Savings Programs Support
Effective client support
Certification
HIPAA Certification – Certified
Timeline
Customer Service Representative – Prescription Savings
Save RX Prescription Services
10.2024 - Current
Customer Service Representative (Remote)
Ubiquity Global Services
07.2023 - 09.2024
Sales Associate / Customer Service Representative
The Registry LLC
06.2023 - 05.2024
Package Handler
United Parcel Service (UPS)
09.2021 - 05.2023
Field Service Technician
JB Computers
09.2018 - Current
Manager / Bartender
McCoy’s
04.2016 - 08.2018
High School Diploma / GED -
Bryan High School