Shaniece Stewart
Dearborn,MI
Summary
Customer Support Specialist with extensive experience in enhancing user satisfaction through effective communication and problem resolution. Proven ability to analyze patient feedback and collaborate with teams to develop streamlined processes. Skilled in using CRM tools to ensure compliance and deliver timely solutions in fast-paced environments.
Overview
6
6
years of professional experience
Work History
Operations Associate
RxLink
Remote
2024.05 - 2025.05
Analyzed weekly patient communications to identify recurring issues and opportunities for workflow improvements.
Collaborated with product and operations teams to improve communication processes and enhance user experience.
Resolved customer issues related to prescription savings programs, ensuring timely and accurate support.
Maintained accurate documentation and data entry records while monitoring operational metrics.
Recommended process enhancements that improved efficiency and reduced friction in customer interactions.
Pharmacy Technician
Hello Alpha
Remote
2022.12 - 2023.10
Managed resolution of pharmacy issues related to patients' prescription orders and prior authorizations.
Delivered asynchronous chat support to patients through company messaging platform, effectively triaging requests.
Supported healthcare teams in athena with verification of insurance and submission of prior authorizations.
Handled pharmacy inquiries via Zendesk, addressing prescription-related concerns promptly.
Partnered with pharmacy team to establish standard operating procedures for prior authorization request management.
Medication Manager
Better Life Partners
Remote
2022.01 - 2022.11
Delivered exceptional customer service by addressing member inquiries via chat, email, and phone using CRM tools.
Reviewed member attendance in MAT program to ensure compliance with company policy for weekly prescriptions.
Acted as pharmacy liaison to coordinate between members, providers, insurance companies, and pharmacy staff for accurate prescriptions.
Provided empathetic support and resources to dissatisfied members during incoming calls.
Logged all member interactions and escalated issues to management for thorough documentation and review.
Lead Pharmacy Technician
Correct Rx Pharmacy Services, Inc.
Hanover, Maryland
2019.09 - 2022.11
Trained and recruited team of 12 packaging technicians for effective inventory management.
Coordinated daily medication orders and managed packing department inventory.
Monitored technician schedules, providing coverage during absences to maintain productivity.
Supported pharmacy manager in optimizing technician assignments for enhanced efficiency.
Conducted administrative duties such as timesheet reviews, PTO requests, and performance evaluations.
Education
Bachelor of Science - BS - Chemistry
Eastern Michigan University
Ypsilanti, MI2019-08
A.A.S - Biology, General
Henry Ford College
Dearborn, MI2010-05
Skills
- Zendesk, GSuite, Front
- Process Improvement
- Workflow Optimization
- HIPAA Compliance
- Team Collaboration
- Critical Thinking
- Time Management
- Adaptability
- Organization
- Attention to Detail
- Conflict Resolution
- Self-Motivation
Accomplishments
- Most Dedicated Employee 2020 - CorrectRx
Personal Attributes
- Customer Centered: Genuinely care about helping customers as they navigate through complex healthcare systems and processes.
- Team Oriented: Transparent, honest and supportive with my teammates, bringing positivity to our team culture.
- Clear Communicator: Help customers understand the next steps, explaining the process calmly and simply, as it can be frustrating and overwhelming.
- Problem Solver: I enjoy complexity and I have a strong work ethic to push through challenges.
- Dedicated: I take pride in my work because I care deeply for customers and the impact I have on their experiences.
Timeline
Operations Associate
RxLink
2024.05 - 2025.05
Pharmacy Technician
Hello Alpha
2022.12 - 2023.10
Medication Manager
Better Life Partners
2022.01 - 2022.11
Lead Pharmacy Technician
Correct Rx Pharmacy Services, Inc.
2019.09 - 2022.11
Bachelor of Science - BS - Chemistry
Eastern Michigan University
A.A.S - Biology, General
Henry Ford College