Robyn Soucy
Manchester,NH
Summary
Experienced in people management and performance oversight, with a strong attention to detail and proactive problem-solving abilities. Skilled in customer service expertise and conflict resolution, coupled with excellent communication skills for effective teamwork. Proven track record in process improvement and training development, contributing to organizational growth and success.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Customer Relationship Advocate
Fidelity Investments
04.2024 - Current
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Developed rapport with customers, understanding their needs and providing tailored solutions to enhance their experience.
- Maintained up-to-date knowledge of company products and services to ensure compliance with all applicable laws and regulations.
- Educated clients on financial literacy topics to empower informed decisions.
- Followed all compliance regulations and ethical standards in client interactions.
Billing Team Lead
PillPack Pharmacy
12.2022 - 04.2024
- rovided leadership, guidance to billing team members, ensuring quality standards were met.
- Assisted with developing policies and procedures related to billing processes.
- Identified areas of improvement within the billing process and implemented solutions accordingly.
- Recruited qualified personnel for various positions within the Pharmacy Team.
- Conducted regular performance reviews of the pharmacy team, providing feedback and coaching when needed.
- Automated the manual tracking and reporting of team metrics and feedback
- Coordinated with other departments within the organization to ensure proper billing in accordance with Medicare laws.
Billing Support Resource Technician
PillPack Pharmacy
04.2021 - 12.2022
- Collaborated with other departments in order to evaluate current processes and develop innovative solutions that meet business needs.
- Developed and maintained accurate records of all training activities, including attendance, evaluations and assessments.
- Provided feedback on employee performance during training sessions, offering constructive criticism when necessary.
- Utilized problem-solving abilities to troubleshoot issues that arose during the prescription process.
- Provided support to team members and other departments by acting as a subject matter expert.
- Established processes for resolving billing disputes promptly and fairly.
- Handled escalated cases from customers regarding billing disputes professionally.
- Assisted Billing team with value-added projects
Billing Specialist/Certified Pharmacy Technician
PillPack Pharmacy
09.2017 - 04.2021
- Resolved customer inquiries regarding billing, charges, and payments.
- Utilized strong organizational skills to manage daily workflow for billing operations.
- Processed insurance claims and payments for medications.
- Demonstrated excellent customer service and communication skills while assisting customers with their inquiries.
- Provided support to Customer Care teams with billing related inquiries
- Researched and resolved billing discrepancies to enable accurate billing.
Server
Texas Roadhouse
01.2013 - 01.2018
- Provided excellent customer service by anticipating needs and responding promptly to requests.
- Prioritized multiple tasks in dynamic environment and stayed calm and composed.
- Used good communication skills to reduce guest dissatisfaction.
- Assisted with training of new staff members.
- Used focus and memorization skills to keep track of tables and remember orders.
- Resolved customer complaints and inquiries in a timely manner.
- Executed seamless front-of-house tasks, creating unforgettable dining moments resulting in customer loyalty.
- Followed alcohol awareness procedures for preventing intoxication and dealing with intoxicated guests.
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
Education
Bachelor of Arts - Business Administration, Finance
University of New Hampshire
Durham, NHSkills
- Teamwork and collaboration
- Customer service
- Problem-solving
- Time management
- Attention to detail
- Multitasking
- Excellent communication
- Team leadership
- Knowledge Retention
- Process improvement
Certification
- Series 7, FINRA, 2024
- Series 63, NASAA, 2024
- Pharmacy Technician Certification, NH Board of Pharmacy, 2018
Timeline
Customer Relationship Advocate
Fidelity Investments
04.2024 - Current
Billing Team Lead
PillPack Pharmacy
12.2022 - 04.2024
Billing Support Resource Technician
PillPack Pharmacy
04.2021 - 12.2022
Billing Specialist/Certified Pharmacy Technician
PillPack Pharmacy
09.2017 - 04.2021
Server
Texas Roadhouse
01.2013 - 01.2018
Bachelor of Arts - Business Administration, Finance
University of New Hampshire
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