Sherry Thomas
Macon
Summary
Dynamic and service-oriented Customer Support Representative with over 10 years of experience in contact center operations. Skilled in engaging with customers via phone, email, online chat, and social media to resolve a wide range of concerns effectively. Strong computer skills in Word, Excel, and various web-based applications, complemented by exceptional communication abilities and keen attention to detail. Proven track record of multitasking while applying critical and analytical thinking to problem-solving, consistently achieving high levels of customer satisfaction. Committed to fostering positive customer experiences and enhancing operational efficiency through dedicated support.
Overview
6
6
years of professional experience
Work History
Pharmaceutical Customer Service Agent
Alorica
09.2024 - Current
- Answer inbound calls from members, doctor offices and pharmacies.
- Provide information about Prior Authorizations and submit to providers.
- Refill medications.
- Submit payments, overrides and update members personal information.
- Educate members about medications coverage and requirements.
- Provide information to members about insurance coverage and benefit plans including prescription status.
- Resolve problems such as billing, incorrect information or issues with mail order prescriptions.
- Utilize various internal systems and search engines to find information and resolve customer issues.
- Accurately document all customer interactions and follow HIPPS requirements.
- Educate members on CVS Caremark services and guide them on their healthcare options.
- Work with pharmacy teams and other departments to solve complex issues.
- Recommended solutions to complex situations through research and critical thinking and escalated customer to supervisor for enhanced support.
- Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
- Documented customer interactions in computer system and assisted cross-functionally with billing and technical support to deliver high-quality customer service.
- Delivered exceptional customer service by prioritizing emergency issues and developing and employing workarounds to solve problems expeditiously.
- Resolved customer complaints by distinguishing, prioritizing and reporting technical issues.
- Liaised with internal teams to resolve customer concerns, escalate issues and serve as company ambassador.
- Contributed ideas and practical solutions to support process improvement efforts.
- Participated in ongoing training to learn new products and enhance skills to optimize customer support delivery.
- Researched and identified solutions to technical problems.
Substitute Teacher
Kelly Educational Services
01.2023 - 08.2024
- Prepared objectives and outlines for courses of study by following curriculum guidelines or requirements of states and schools.
- Developed lesson plans to align with grade-level standards and objectives.
- Researched and selected age-appropriate materials and resources for classroom instruction.
- Monitored student performance and provided feedback to inform instruction.
- Assisted students in mastering subject material and preparing for tests.
- Attended professional meetings, educational conferences or teacher training workshops to improve professional competence.
- Developed and implemented behavior management plans for students with challenging behavior.
- Enforced school and class rules to maintain order in classroom.
- Followed lesson plans designed by absent teachers.
- Supervised lunchroom and recess activities.
- Kept students on-task with proactive behavior modification and positive reinforcement strategies.
Customer Support Specialist\RRD Supervisor
Sykes
07.2019 - 12.2022
- Manage daily operations during shifts.
- Assisting customers by taking travel reservations via phone and walk-in reservations.
- Communicate with drivers via radio to address issues like reroutes, accidents, preparing driver materials.
- Manage cash handling, Passenger counts and documentation for accounting.
- Answer multiple phone lines.
- Logistics management, check road conditions and assess re-route possibilities.
- Prepare driver’s bags with keys, radios, and cleaning products.
- Manage lost and found items, update dispatch logs and inform management of accidents or vehicle issues.
- Planned, organized, and managed work of subordinate staff to accomplish consistent work within organizational standards.
- Upheld classroom routines to support student environments and maintain consistent schedules.
- Supervised lunchroom and recess activities.
- Maintained day-to-day classroom management and discipline to promote learning initiatives.
- Followed classroom plans left by class teacher to continue student education and reinforce core concepts.
- Kept students on-task with proactive behavior modification and positive reinforcement strategies.
- Repeatedly requested as substitute teacher by teachers based on excellent past referrals and trusted performance.
- Implemented classroom management techniques to maintain positive learning environment.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Researched and identified solutions to technical problems.
- Organized professional with expertise in managing resources and optimizing performance. Proficient in providing valuable insights and supporting decision-making processes. Committed to enhancing productivity and contributing to overall success.
Education
Bachelor of Science - Business Administration And Management
University of Redlands
Redlands, CA11-2009
Skills
- Complaint handling
- CRM software
- Report generation
- Customer service excellence
- Software troubleshooting
- Inbound call answering
- Customer success management
- Customer service expert
- Task prioritization
- Decision-making
- Highly professional
- Problem-solving abilities
Timeline
Pharmaceutical Customer Service Agent
Alorica
09.2024 - Current
Substitute Teacher
Kelly Educational Services
01.2023 - 08.2024
Customer Support Specialist\RRD Supervisor
Sykes
07.2019 - 12.2022
Bachelor of Science - Business Administration And Management
University of Redlands
Personal Information
- Authorized To Work: US
- Title: Administrative Assistant/Customer Service
- Work Permit: Authorized to work in the US
- Visa Status: Authorized to work in the US