Sarena Agustine

• Identified and resolved problems through root cause analysis and research.
• Queried databases for information needed for report processing.
• Validated results and performed quality assurance to assess accuracy of data.
• Identified clear connections between policies and business results to eliminate or reduce confusion and help employees achieve goals.
• Generated reports detailing findings and recommendations.
• Gathered, organized and input information into digital database.
• Evaluated customer needs and feedback to drive product and service improvements.
• Measure and maintain Enterprise Digital Operational KPIs (MTTD, MTTR, MTBF) for all digitally impacting priority (P1/P2) incidents at the following three levels (formal definitions available): Digital Owned, Digital Vendor Owned, and Non-Digital Owned
• After Hour On Call page outs for digital problems including outages, log in issues, payments etc.
• Partner with CEM and business to increase visibility of issues and resolutions
• Quantum Metric Manager

• Provide operational support for Carepass, Retail Rx, Specialty tickets
• Assist with AdHoc projects for Carepass
• Review customer comments in the monitoring tools and provide daily updates to the business leads (Quantum Metric, Decibel, Verbatim, etc)
• Evangelize the team, the colleagues and their wins
• Create and maintain common ticket definitions, prioritization across all LOB's. Create, maintain and distribute common ticket reporting. Partner with CEM and business to increase visibility of issues and resolutions
• Define and document SOP for closing the loop.
• Determine measurement framework to identify repeat and return customers.
• Execute the Close the Loop initiative for the selected LOB's

Completed several SLAs for CarePass:

• Double Billing Refund
• Verification of CVS Associate Extra Care Cards
• Configuration Item Clean UP
• State Clean Up
• Verification of 20% Promo
• Validate $10 Coupons

• Performs daily reviews and assigning of CarePass tickets
• Identify, review, and revise CarePass tickets, current and backlog (Refunds and Enrollment Mismatch)
• Monitor and document Session Replays related to scheduling Covid-19 testing
• Update and assign CVS.com RX tickets
• Monitor online sessions for Quantum Metric - Immunization COVAX Scheduling for Covid-19 vaccine
  

•Brought over 1.2 million dollars in revenue.

•Researches and articulately communicates information regarding member eligibility, benefits, claim status, and authorization inquiries to callers while maintaining confidentiality.

• Saved Express Scripts over 8 million dollars by exceeding metrics

• Multiple Duty Stations
• Performed and supervised the performance of advanced laboratory procedures