Susan Higgins
Vail,Arizona
Summary
Proven track record of exceeding sales quotas and enhancing customer satisfaction at Alorica, showcasing exceptional problem-solving and active listening skills. Adept at maintaining professionalism under pressure, with a strong foundation in computer skills and a commitment to teamwork. Achieved Pharmacy Benefit Management Certified Technician award, demonstrating a blend of technical proficiency and compassionate customer service.
Overview
8
8
years of professional experience
Work History
Verizon Social Media Customer Service
AFNI
04.2023 - 01.2024
- Self-motivated, with a strong sense of personal responsibility to build trust and maintain brand loyalty.
- Researched wireless accounts and explained charges in a friendly manner.
- Used critical thinking to break down problems, evaluate solutions and make decisions. Changes in new products and services were introduced.
- Developed and maintained courteous and effective working relationships with customers and colleagues. Excellent communication skills, both verbal and written.
Health Care Customer Service Representative
AFNI/Kaiser Permanente
08.2022 - 04.2023
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Enhanced patient satisfaction by efficiently addressing and resolving requests for physician appointments.
- Managed difficult conversations with compassion and professionalism. Deescalated tense situations while maintaining a focus on finding resolutions.
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
- Maintained accurate records of customer interactions, ensuring proper documentation within the company''s database.
In-bound Sales Representative
Alorica/Fidelity National Home Warranty
04.2019 - 12.2022
- Consistently met or exceeded assigned sales quotas while maintaining excellent customer satisfaction ratings.
- Increased product knowledge through continuous training, resulting in improved sales performance.
- Responded to customers within required turnaround times.
- Created new contracts with real estate agents, brokers and direct sales. Cloned existing home warranty contracts for resale.
- Managed high call volume efficiently, maintaining a professional demeanor under pressure.
- Documented details of calls and customer interactions.
Pharmacy Technician Trainee
Alorica/Optum Rx
08.2017 - 08.2019
- Handled confidential patient information with discretion, upholding strict HIPAA regulations at all times during tenure as a Pharmacy Technician Trainee.
- Maintained a high degree of professionalism and integrity, upholding ethical standards associated with the Pharmacy Technician Trainee role at all times.
- Communicated with prescribers to verify medication dosages, refill authorizations, and patient information.
- Completed mandatory training hours, gaining valuable knowledge of pharmaceutical industry practices and procedures.
- Pharmacy Benefit Management Certified Technician award received.
Patient Care Advocate
Alorica/Express Scripts
05.2016 - 08.2017
- Demonstrated empathy toward diverse patient populations, building trust through compassionate interactions.
- Enhanced patient satisfaction by addressing concerns and providing clear communication on treatment plans.
- Maintained confidentiality of patient data and condition to safeguard health information.
- Verified patient insurance eligibility and entered patient information into system.
Education
Ph.D. - Library Science
Florida State University
Tallahassee, FLMaster of Arts - Library Science
University of Arizona
Tucson, AZBachelor of Arts - English
University of Arizona
Tucson, AZSkills
- Friendly, Positive Attitude
- Teamwork and Collaboration
- Customer Service
- Problem-Solving
- Attention to Detail
- Dependable and Responsible
- Critical Thinking
- Active Listening
- Problem Resolution
- Computer Skills
- Organizational Skills
Timeline
Verizon Social Media Customer Service
AFNI
04.2023 - 01.2024
Health Care Customer Service Representative
AFNI/Kaiser Permanente
08.2022 - 04.2023
In-bound Sales Representative
Alorica/Fidelity National Home Warranty
04.2019 - 12.2022
Pharmacy Technician Trainee
Alorica/Optum Rx
08.2017 - 08.2019
Patient Care Advocate
Alorica/Express Scripts
05.2016 - 08.2017
Ph.D. - Library Science
Florida State University
Master of Arts - Library Science
University of Arizona
Bachelor of Arts - English
University of Arizona