Michellee Rupert
Victorville,CA
Summary
Dedicated professional with demonstrated strengths in customer service, time management and trend tracking. Good at troubleshooting problems and building successful solutions. Excellent verbal and written communicator with strong background cultivating positive relationships and exceeding goals.
Overview
16
16
years of professional experience
Work History
Customer Service Advocate
OptumRx
10.2023 - Current
- Provided excellent customer care by responding to requests, assisting with medication selection and handling ordering functions.
- Demonstrated critical thinking while working as a liaison between patient and pharmacies to troubleshoot claim issues.
- Supported call center associates by taking on escalated calls, handling complex concerns and achieving customer satisfaction targets.
- Investigated and quickly resolved accounting, service and delivery concerns.
Administrator/Facilitator
Rupert Tribe Learning Academy
08.2020 - 05.2023
- Maintained state and federal regulations for audits
- Designed and execute personalized coursework and curricula for students
- Maintained business supply inventory, minimizing costs while consistently meeting routine demands
- Handled conflict resolution for children with special needs
- Maintained correspondence with mental health professionals
- Determined client needs by observing consumers, collecting surveys and analyzing customer feedback.
Coach/Owner
Rupert Coaching
08.2021 - 04.2023
- Corresponded with clients via phone, email, and video calls
- Promoted and sold products while exceeding sales goals
- Developed and conducted meetings and presentations for clients and employees
- Participated in team meetings and peer review activities
- Researched community health needs and current services to identify the best use of current resources.
Motor Vehicle Representative
CA Department of Motor Vehicles
10.2014 - 12.2015
- Protected confidential information while handling accounts
- Corresponded with other state branches to ensure identification documents were valid
- Presented information from reports for audits
- Researched and educated coworkers on compliance matters in current and/or changing laws
- Assisted customers with documents assessments to complete licensing process.
Business Card Specialist
Bank of America
01.2010 - 01.2012
- Handled inbound, high volume customer service inquiries and processed requests for service or maintenance needs
- Resolved complaints, verified transactions and maximized satisfaction through successful customer consultations
- Surpassed weekly performance quotas
- Submitted applications to loan committees, finalizing each with credit analyses and summaries of loan requests
- Kept callers focused on products and benefits with skilled call management.
Internet Sales Call Center Rep
Moss Bros Auto Group
11.2007 - 12.2009
- Answered high volume calls inbound and outbound calls, chat messages and email communications to handle product concerns
- Took ownership over customer concerns, following issues through to resolution
- Searched inventory and arranged for vehicles to be shipped in based upon customer needs
- Met and exceeded assigned goals established by management.
Education
High School -
John W North
Riverside, CAPharmacy Technology -
Cerritos College
Cerritos, CASkills
- Time Management
- Typing 60 WPM
- 10 key
- Effective Cross Communicator
- Strong Attention to Detail
- MS Office
- Issue and Complaint Resolution
- Inbound call management
- Critical Thinking
References
Available upon request
Timeline
Customer Service Advocate
OptumRx
10.2023 - Current
Coach/Owner
Rupert Coaching
08.2021 - 04.2023
Administrator/Facilitator
Rupert Tribe Learning Academy
08.2020 - 05.2023
Motor Vehicle Representative
CA Department of Motor Vehicles
10.2014 - 12.2015
Business Card Specialist
Bank of America
01.2010 - 01.2012
Internet Sales Call Center Rep
Moss Bros Auto Group
11.2007 - 12.2009
High School -
John W North
Pharmacy Technology -
Cerritos College