Michelle LOWE
MARYSVILLE,OH
Summary
Achieved consistent reliability by organizing tasks effectively over 20 years of professional experience.,Facilitated the management of diverse priorities with an optimistic approach to problem-solving.,Contributed to team success by readily accepting increased responsibilities to fulfill objectives.
Overview
26
26
years of professional experience
Work History
Operations Lead
Cass Information Systems
03.2003 - Current
- Respond to DER inquiries via email and the DEH pool.
- Ensure DER and Data Entry work is processed accurately, efficiently, and in a timely manner.
- Provide guidance to DEU operators on questions, workflows, and issue resolution.
- Provide support for IBIS billing and system-related issues as needed.
- Manage and prioritize IBIS workflow pools to support operational efficiency.
- Communicate effectively with cross-functional departments to resolve account questions and issues.
Resolution Specialist
Medco Health Solutions
04.2001 - 01.2003
- Managed and resolved escalated customer calls and complex service issues.
- Supported customer service representatives with system navigation and prescription benefit plan questions.
- Participated in onboarding and training for new representatives.
- Monitored representative calls and provided daily coaching to improve performance.
- Conducted research and resolved issues involving internal and external pharmacy claims.
Retention/Customer Service Representative
Dobson Communications
03.2000 - 04.2001
- Analyzed customer needs and recommended rate plan changes to improve retention and satisfaction.
- Managed regional correspondence generated through the corporate website.
- Trained and supported new hires to ensure a smooth onboarding experience.
- Developed reference materials outlining services offered across the region.
Education
Studied Business Administration - Global Business
Franklin University
01.2003
Timeline
Operations Lead
Cass Information Systems
03.2003 - Current
Resolution Specialist
Medco Health Solutions
04.2001 - 01.2003
Retention/Customer Service Representative
Dobson Communications
03.2000 - 04.2001
Studied Business Administration - Global Business
Franklin University