Silveta morris

• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Responded to customer requests for products, services, and company information.
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Developed strong product knowledge to provide informed recommendations based on individual customer needs.
• Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
• Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
• Assisted customers in navigating company website and placing online orders, improving overall user experience.
• Collaborated with team members to develop best practices for consistent customer service delivery.

Worked with all departments under Accredo, Express Scripts varies therapy's regarding timely deliveries with all Postal Carriers patients critical medications are delivered on time,with stability of medications not compromised. Tracked, monitor all shipments on a daily basis to ensure safe and uncompromised delivery of all medications. Spreadsheets documentation sent to Management teams to include stats and percentages of successful shipments and those that delivered on time. Worked with carriers with expedited, same day deliveries, to included and not limited to reroute or returns. Communicate with all therapy's shipments that are delayed for follow up with patients and Management. Sent send of day report to Supervisor at end of shift.

• Enhanced communication between departments by establishing cross-functional teams and collaboration tools.
• Looped in upper management with progress updates so they could make informed decisions.
• Increased employee productivity with targeted training programs focused on key performance metrics.
• Benchmarked industry best practices to identify opportunities for competitive advantage within the organization''s processes.