Robert Holliday
Oak Lawn,IL
Summary
Organized professional, possessing 20 plus years of strong interpersonal skills, enthusiastically seeking the next opportunity. Results-driven with a focus on developing and leading exceptional teams. Motivational leader with a strong record of success in the field.
Overview
25
25
years of professional experience
Work History
Account Manager
Optum Hospice Pharmacy Services
12.2021 - Current
- Educate clients on new products or services to increase customer engagement with brand.
- Facilitate client satisfaction and renewed customer relations to drive growth.
- Built and strengthen long-lasting client relationships based on accurate price quotes and customer-centric terms.
- Evaluate client needs and develop tailored solutions to increase positive customer ratings.
- Monitor and analyze customer feedback to identify opportunities for improvement.
Employer Installation Specialist
United Health Group - Optum Health
01.2016 - 12.2021
- Utilized problem-solving skills to analyze and resolve issues that effected business operations and goal achievement
- Reviewed files, records and other documents to obtain information and respond to requests
- Verified data integrity and accuracy
- Identified areas of opportunity and worked with senior management to develop effective solutions
- Coordinated with other internal departments and customers to keep operations running smoothly and solve both routine and complex problems
- Supported the company in maintaining a work environment focused on quality, communication, collaboration, integration and teamwork
- Received multiple positive reviews which acknowledged dedication to excellent customer service.
Customer Service Supervisor
Omnicare Of Northern Illinois
01.1999 - 01.2016
- Managed call center staff of up to 30 employees
- Improved operational efficiency by effectively managing call logs, invoicing data and resolving customer issues in a timely manner
- Created clear and effective policies governing all aspects of employee work and interaction with customers
- Established and oversaw performance targets for call center associates
- Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly
- Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently
- Strategically scheduled team members to maintain optimal staffing levels at all times
- Devised comprehensive training courses and guided staff training by employing proven teaching methods
- Recognized and rewarded outstanding work performance to cultivate a positive and collaborative customer service culture.
Education
Dominican University
Wilbur Wright College
Skills
- Performance improvements
- Creative problem solver
- Employee engagement
- Team building expertise
- Change management
- Staff development plans
- Strong interpersonal skills
- Written and oral communication
- Customer-oriented
References
References upon request
Timeline
Account Manager
Optum Hospice Pharmacy Services
12.2021 - Current
Employer Installation Specialist
United Health Group - Optum Health
01.2016 - 12.2021
Customer Service Supervisor
Omnicare Of Northern Illinois
01.1999 - 01.2016
Dominican University
Wilbur Wright College
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