Summary
Overview
Work History
Education
Skills
Timeline
Generic

Naporschue Mceady

Jacksonville,Fl

Summary

A proven leader looking to obtain the position of a dependable worker in which will offer a variety of challenges and responsibilities where my abilities and skills can be fully utilized also possess excellent written & verbal communication skills, knowledge of the dcf rules & regulations. I am con dent in my ability to work with children from 6 weeks - 12 yrs old. Troubleshoot claims and submit cases if unable to resolve claim rejection. Able to negotiate settlements and get consumers to pay on delinquent accounts. Suspends and reverse claims requiring additional information and/or special handling; initiates action to obtain required information.

Overview

10
10
years of professional experience

Work History

Escalation Account Manager

OptumRx
08.2023 - Current
  • Monitored and analyzed customer feedback to identify opportunities for improvement.
  • Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
  • Ensured timely resolution of complex cases by prioritizing workload and allocating resources appropriately.
  • Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
  • Responded to customer inquiries to address concerns and maintain customer satisfaction and loyalty.

Customer Service Rep Lead

OptumRx Pharmacy Svcs
07.2022 - Current
  • Demonstrates a depth and breadth of knowledge/skills in own area and is often able to apply these outside of own function.
  • Acts as a facilitator to resolve conflicts on team; seen as key team member on project teams spanning more than own function.
  • Plans, prioritizes, organizes and completes work to meet established objectives.
  • Ensure quality customer service for internal and external customers with focus on needs identification, problem solving and partnering with billing and eligibility specialists.

Customer Service Advocate

OptumRx Pharmacy Svcs
10.2017 - Current
  • Consulted with customers regarding needs and addressed concerns.
  • Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance.
  • Created new customer profiles and updated demographics, allergies and new medications in pharmacy computer systems.
  • Refilled medications, offered insight into over-the-counter products and verified insurance benefits.

Assistant Team Manager

DCI
02.2015 - 10.2017
  • Remained calm, stayed professional and provided exceptional service on calls, even when interacting with difficult individuals.
  • Processed payments over phone and set up recurring drafts.
  • Secured payments by following up with customers which disregarded promise to pay.
  • Arranged for debt repayment or established repayment schedules based on customers' financial situations.
  • Reviewed overdue accounts to schedule contact dates for follow-up phone calls.
  • Met demands of busy collections group by performing high volume of daily calls.
  • Skip-traced with social media sites, professional sites and search engines to find contact information for borrowers.

Packer Warehouse Associate

Football Fanatics
05.2014 - 02.2015
  • Packed and labeled merchandise to prepare for loading and shipment to customers.
  • Kept shelves, workstations and pallet areas neat and tidy to maintain safe work environment.
  • Picked and prepared numerous daily shipments in controlled atmosphere warehouse environment.
  • Packed materials and items in designated crates and boxes and properly sealed and labeled crates.
  • Updated inventory and production information using warehouse management systems and scanner guns.

Education

High School Diploma -

Frank H. Peterson Academics of Technology
Jacksonville, FL
06.2010

Skills

  • Issue and Complaint Resolution
  • Building Customer Trust and Loyalty
  • Understanding Customer Needs
  • Courteous with Strong Service Mindset

Timeline

Escalation Account Manager

OptumRx
08.2023 - Current

Customer Service Rep Lead

OptumRx Pharmacy Svcs
07.2022 - Current

Customer Service Advocate

OptumRx Pharmacy Svcs
10.2017 - Current

Assistant Team Manager

DCI
02.2015 - 10.2017

Packer Warehouse Associate

Football Fanatics
05.2014 - 02.2015

High School Diploma -

Frank H. Peterson Academics of Technology
Naporschue Mceady