Roberta Maier

Leads a team of numerous customer relation members, providing guidance, coaching, and support to drive performance and achieve objectives. Conducts regular performance evaluations and provided constructive feedback to team members to support their professional development and growth. Collaborates with numerous Supervisors, Team Leads, and Team Members on product related incidents to support member education and skill development in error prevention and correction. Offers feedback to agents based on audit results. Recognize strengths and areas for improvement, and provide coaching or training as needed to help agents enhance their skills. improving customer satisfaction, enhancing agent performance, or ensuring compliance. Acts as a point of escalation for complex customer inquires and issues, resolving them promptly and effectively to ensure customer satisfaction. Effectively manages team schedules, workload distribution, and resource allocation to ensure operational efficiency and meet deadlines. Facilitates regular team meetings and training sessions to share updates, best practices, and pharmacy knowledge, fostering continuous learning and improvement. Fosters a positive and inclusive team culture, promoting open communication, collaboration, and a shared commitment to excellence. Clearly communicates the importance of call statistics, such as average handling time (AHT), first call resolution (FCR), and customer satisfaction scores. Ensures that the team understood the importance of these metrics in achieving team and organizational goals. Works closely with workforce management teams and team members to ensure to optimize adherence and enhance overall performance of the team members. Provides training and support to the team on PBME/Res/SF escalations. Manages the escalation procedures that outline the steps for escalating grievances, including when and how to escalate, who to escalate to, and the expected timeframe for resolution at each level. Manages Project 2, error, and open incident reports. Ensures that the all aspects of the incident, including its timeline, actions taken, lessons learned, and any follow-up actions required are corrected. Uses incident reports to capture insights and recommendations for future incident errors and response. Monitors feedback collected through Medallia and take immediate action on any negative feedback or customer complaints. Address issues promptly, apologize and take steps to rectify the situation. Offers Support and guidance to the other supervisors and team leads as they worked to improve their team's performance. Offers advice on overcoming challenges, addressing common issues, and motivating team members. Advocates for the team's needs and priorities during the interview process. Provides input on specific skills or qualities that would contribute to the team's success and collaborated with the hiring team to identify candidates who meet those criteria.

Consistently exceeded the performance metrics by resolving inquiries and issues promptly and effectively. Demonstrated exceptional communication skills in both verbal and written interaction with customers. Leveraged strong pharmaceutical knowledge to provide accurate information and contributing to customer satisfaction. Handled high call volume inquiries on the phone and through grievances maintaining professionalism and composure under pressure. Actively listened to customers to understand their needs and concerns, demonstrating empathy and building rapport. Collaborated with cross-functional teams to address complex customer issues and improve overall customer experience. Received consistent positive feedback from customers for outstanding service and problem-solving abilities. Participated in training sessions to expand product knowledge and enhance service skills, contributing to improved team performance. Assisted with special projects and initiatives as needed to support business objectives and improve customer satisfaction.

• Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
• Reduced costs with meticulous budget monitoring and expense tracking for essential supplies and equipment.
• Coached new hires on company processes while managing employees to achieve maximum production.
• Set aggressive targets for employees to drive company success and strengthen motivation.
• Coordinated special projects and managed schedules.
• Evaluated employee performance and conveyed constructive feedback to improve skills.
• Streamlined office operations by implementing efficient filing systems and organizational strategies.