Pamela Allen
Remote Customer Service Representative
Waxahachie,Texas
Summary
Results-driven professional provides customers with tailored solutions to meet their needs. Successfully establishes relationships with customers and delivers quality service. An agile individual with excellent communication and customer service skills. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
26
26
years of professional experience
Work History
Insurance Resolution
Contractor-CVS Caremark Specialty Pharmacy
05.2021 - 02.2023
- Reprocessed prescriptions that had been previously denied.
- Submitted prior authorizations to physician offices and once received back reprocess prescription to get prescription sent to patient.
- Process prescriptions that may have been submitted with incorrect ICD-10 code
- Reprocess prescriptions that had previously been denied for "Refill To Soon"
- Established relationships with both Pharmacist and Physicians
- SMS contact with patients to keep them informed
- Verifying all needed information with insurance companies to be able to correct issues.
Customer Care Service Representative
Amazon
04.2020 - 03.2021
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Evaluated account and service histories to identify trends, using data to mitigate future issues.
- Entered customer interaction details in CSC to track requests, document issues, and record solutions offered.
- Coordinated logistics and verified shipment pricing and availability.
- Logged call information and solutions provided into internal database.
- Fielded over 50 calls daily with between 97 & 100% accuracy
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Resolved concerns with products or services to help with retention and drive sales.
- Coordinated timely responses to online customer communication and researched complex issues.
- Navigated multiple computer systems and applications to find information
Customer Care Representative
Independent Contractor For Carnival Cruise Lines
06.2018 - 10.2019
- Updated customer accounts and system database with latest details to support accuracy and efficiency in future interactions
- Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information.
- Entered customer interaction details in Citrix, Navigator to track requests, document problems and record solutions offered
- Conferred with customers about concerns with products or services to resolve problems and drive sales
- Leveraged sales expertise to promote products and capitalized on upsell opportunities.
Licensed Realtor
New Century Realty Group
03.2001 - 08.2010
- Acquired customers through networking, communicating with investors
- Assisted buyers with finding ideal homes by assessing needs, requirements and budgets.
- Managed connection between investors and loan officers
- Wrote contracts & listings with complete knowledge of Texas Real Estate Laws
- Hands-on with investors determining updates that need to be made after closing
- Project management from beginning to end to determine design, layout, and products used to assure property was ready to go back on market once remodeled
- AP/AR management of all investment properties
- Staging of home for resale
- Collaborated with attorneys, loan officers, agencies to complete property sales, purchases and thoroughly explained all financial requirements and data to potential buyers and sellers
- Negotiated, facilitated and managed real estate transactions
- Compared properties with similarly sold properties to determine competitive market prices.
Customer Service Team Manager
Countrywide Home Loans
06.1999 - 03.2001
- Received many awards for receiving over 100 calls a day with over 98% accuracy
- Attained level of customer service manager, demonstrating a complete understanding of all products, services provided
- Made necessary changes to accounts, explained to customers as to "why" changes were made, what it meant to them as homeowner
- Assumed ownership over team productivity, managed work flow to meet or exceed quality service goals
- Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.
- Reviewed repeated issues within operations, business management to solve problems, improve company outcomes
- Leveraged sales expertise to promote products and capitalized on upsell opportunities.
Office Manager/ Dispatch
DLR Mechanical
02.1998 - 06.1999
- Insurance benefits for employees
- Maintained computer and physical filing systems.
- Quarterly taxes
- Managed schedules for Technicians
- Handled escalated calls
- Stood in for owner as were going through medical issues
- Inventory maintenance and ordering
- Optimized organizational systems for payment collections, AP/AR, deposits, and recordkeeping
- Handled all incoming business and client requests for information
- Compared vendor prices to ensure optimal savings
- Maintained computer and physical filing systems
- Improved operational efficiencies, managing work requests, new orders, pricing,and changes while coordinating logistics to verify delivery dates
- Automated office operations to manage client correspondence, record tracking, and data communications
- Developed standard operating procedures for all administrative employees.
Customer Service Representative Team Lead
United Healthcare
01.1997 - 02.1998
- Supervisor to 20-25 employees
- Confirmed all patient coding was correct in event of any disputes
- Handled day-to-day customer contact via phones, faxes and emails.
- Moved to position of billing, coding
- Complete knowledge of AS400 database
- Answered approximately 120 calls a day by addressing customer inquiries, solving problems, providing new product information
- Scored top 10% of employees in successful resolution of issues
- Investigated, resolved customer inquiries, complaints in timely, empathetic manner
Education
Licensed Realtor - Real Estate
Texas Real Estate College
Dallas, TX1997
Technical College - Registered Medical Assistant
Texas College of Medical And Dental Careers
Dallas, TX1989
Skills
- CRM Software
- First Call Resolution
- Continuously Exceeds Metric Goals
- Documentation And Reporting
- Clerical Support
- Computer Proficiency
- Professional Telephone Demeanor
- Typing Proficiency
- Product Organization
- Call Triaging
- Medical Terminology Knowledge
- Problem-Solving Ability
- Project Management Abilities
- Office Equipment Proficiency
- Administrative Support
- Insurance Coverage Verification
- Oral and Writing Communication
- Customer Service and Assistance
- Billing Procedures
- Credit and Debt Card Processing
- Benefits Explanations
- Claims Information Gathering
Additional Information
Gap in employment from August 2010 until 2018. Had major medical event in August of 2010 that has not allowed me to return to my previous position as a Realtor. Now able to return to work ideally in a customer service/remote type position. Employer may benefit from hiring myself as a disabled person through tax credits
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Opportunities Don't happen.You create them.
Chris Grosser
Timeline
Insurance Resolution
Contractor-CVS Caremark Specialty Pharmacy
05.2021 - 02.2023
Customer Care Service Representative
Amazon
04.2020 - 03.2021
Customer Care Representative
Independent Contractor For Carnival Cruise Lines
06.2018 - 10.2019
Licensed Realtor
New Century Realty Group
03.2001 - 08.2010
Customer Service Team Manager
Countrywide Home Loans
06.1999 - 03.2001
Office Manager/ Dispatch
DLR Mechanical
02.1998 - 06.1999
Customer Service Representative Team Lead
United Healthcare
01.1997 - 02.1998
Licensed Realtor - Real Estate
Texas Real Estate College
Technical College - Registered Medical Assistant
Texas College of Medical And Dental Careers
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