Sarah Ross
Clarks Summit,PA
Summary
Dynamic Member Service Representative with proven expertise at CVS/caremark in enhancing customer satisfaction through effective issue resolution and relationship building. Skilled in call center operations and complaint handling, I consistently exceeded performance metrics while fostering a collaborative team environment. Committed to delivering exceptional service and optimizing workflow efficiency.
Overview
10
10
years of professional experience
Work History
Member Service Representative
CVS/caremark
12.2012 - 01.2016
- Assisted members in navigating pharmacy benefits and resolving inquiries efficiently.
- Collaborated with healthcare professionals to ensure optimal service delivery for members.
- Reviewing order statuses and resolving any issues within capabilities to do so, and expediting any orders with additional issues to be resolved in a timely manner.
- Verifying validity of controlled prescriptions, prescribers' DEA numbers, address verification of patients with controlled prescriptions
- Verified customer identification and documentation for compliant transactions.
- Promoted a positive work environment by fostering open communication between colleagues and supervisors.
- Consistently met or exceeded performance metrics through proactive management of workload and effective prioritization.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
- Maintained high-quality service by adhering to company policies such as HIPAA and PHI standards in all member interactions.
- Retrieving and sorting mail for various departments within the mail order pharmacy.
- Reading and responding to interdepartmental emails and inquires about order statuses and assisting with resolving any issues adressed in the emails.
- Tracking orders in transit to customer homes, helping with locating orders that were potentially lost in transit.
- Trained new staff on operational procedures and customer service best practices.
- Served as a mentor for new hires
- Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
Assistant Manager
Leslie's Pool Supplies
04.2010 - 12.2012
- Led team to ensure adherence to operational standards and improve service quality.
- Equipment, Pool, and Spa sales
- Water testing / problem solving
- Helped with scheduling and resource allocation to optimize workflow and productivity.
- Analyzed customer feedback to implement process improvements, enhancing client satisfaction.
- Managed inventory levels, ensuring timely replenishment and reducing stock discrepancies.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
Team Member
Dunkin Donuts
01.2006 - 12.2012
- Delivered exceptional customer service in high-volume environment, ensuring satisfaction and repeat business.
- Opened and closed the store on a regular basis, and performed all related duties in a timely manner.
- Operated coffee brewing equipment efficiently, maintaining quality standards and consistency in beverages served.
- Collaborated with team members to streamline order processing, enhancing overall workflow efficiency.
- Trained new employees on operational procedures and best practices to ensure effective onboarding.
- Implemented process improvements that increased speed of service during peak hours while maintaining quality.
- Learned all required tasks quickly to maximize performance.
- Worked scheduled shifts and remained available to work during coworker absences, holidays, and busy periods.
- Developed strong cooperative relationships with coworkers and managers.
- Developed strong customer service and product knowledge skills to enhance individual and team performance.
- Operated register to process payments and collect cash payment for order totals.
- Maintained clean and orderly store environment, ensuring pleasant shopping experience for customers.
Education
North Pocono High School
Moscow, PA06-2007
Skills
- Customer service
- Relationship building
- Financial transactions
- Customer support
- Call center experience
- Dispute resolution
- Issue resolution
- Escalation handling
- Product recommendations
- Complaint handling
- Client education
- Sales strategy
- Database management
- Product sales
- Workflow optimization
- Healthcare
- Member correspondence
- Multichannel communication
- Point-of-sale system
- Tracking complaints
- Member account management
- Teamwork and collaboration
- Calm and professional under pressure
- Problem resolution
- Computer skills
- Microsoft office
- Proficient at typing
- Understanding customer needs
- Product knowledge
- Professional telephone demeanor
- Administrative and office support
- Inbound call management
- Account updating
- De-escalation techniques
- Following scripts
- Employee coaching
- Staff education and training
- Document and records management
- Policies and procedures adherence
- Store maintenance
- Complaint investigation
- Data management
- Customer retention strategies
- Call documentation
- Report creation
- Order and refund processing
- Multi-line phone talent
- Order processing
- Retail store support
Timeline
Member Service Representative
CVS/caremark
12.2012 - 01.2016
Assistant Manager
Leslie's Pool Supplies
04.2010 - 12.2012
Team Member
Dunkin Donuts
01.2006 - 12.2012
North Pocono High School
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