Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Susan Young

Altamonte Springs

Summary

Results-driven Customer Success Manager with a proven track record of enhancing customer satisfaction and retention. Skilled in fostering deep client relationships, delivering proactive engagement, and leveraging expert product knowledge to maximize value. Consistently exceeds customer expectations, contributing to sustainable business growth by addressing evolving needs throughout the customer lifecycle

Overview

6
6
years of professional experience

Work History

Customer Service Representative Team Lead

AWPRx
03.2019 - Current
  • Provided ongoing support to team members through mentoring, coaching, and skill development sessions.
  • Boosted morale within the team by organizing engaging team-building activities and encouraging open communication among peers.
  • Managed escalated customer issues, ensuring swift resolution and maintaining positive relationships with clients.
  • Conducted regular performance evaluations, setting clear expectations and providing constructive feedback to support professional growth.
  • Monitored team metrics, identifying opportunities for improvement and implementing targeted coaching plans.
  • Assisted in recruiting new hires for the customer service department, conducting interviews and making hiring recommendations.
  • Improved overall call center performance with effective coaching and feedback to team members.
  • Reduced average handle time by providing ongoing coaching on efficient call handling techniques.
  • Led weekly team meetings to discuss performance goals, share best practices, and maintain open communication among team members.

Director of Customer Care

America's Work Comp Prescritions (AWPRx)
01.2019 - Current
  • Reduced response times by optimizing workforce scheduling and utilizing advanced call routing techniques.
  • Analyzed customer feedback to identify trends and implement data-driven improvements across the organization.
  • Developed comprehensive training programs for the customer care team, resulting in improved service quality and faster resolution times.
  • Oversaw vendor relationships for outsourced call center operations, ensuring adherence to service level agreements and contractual obligations.
  • Introduced new technologies to enhance customer experience, including chatbots, self-service portals, and mobile applications.
  • Led the transformation of customer care operations by embracing digital channels, leveraging data analytics, and prioritizing employee engagement initiatives.
  • Liaised with product development teams to ensure seamless integration of new products into existing support structures.
  • Managed escalated complaints efficiently, ensuring timely resolutions and maintaining positive client relationships.

Education

Bachelor of Arts - Education

Universty of Maryland
College Park, MD
06-1988

Skills

    Customer Service Expertise:

    Excellent interpersonal skills, active listening, empathy, ability to handle escalated customer issues, and building rapport with patients

    Pharmacy Knowledge:

    Thorough understanding of prescription medications, drug interactions, dosage calculations, and insurance billing procedures

    Compliance:

    Awareness of HIPAA regulations regarding patient privacy and adherence to all pharmacy laws and guidelines

    Problem-Solving:

    Efficiently identify and resolve customer concerns, including complex medication questions or insurance issues

    Communication Skills:

    Clear and concise verbal and written communication to effectively explain medication information to patients and interact with healthcare providers

    Data Analysis:

    Interpret customer feedback, identify trends, and utilize data to improve customer service strategies

    Strategic Thinking:

    Develop and implement customer service initiatives aligned with pharmacy goals, considering patient needs and industry best practices

    Conflict Resolution:

    Calmly de-escalate tense situations, resolve customer complaints, and find mutually agreeable solutions

    Technology Proficiency:

    Familiarity with pharmacy management systems, electronic health records, and customer relationship management (CRM) tools

Accomplishments

  • Utilized ForceRx for day-to-day operations, healthcare organizations and PBMs can streamline their processes, improve efficiency, and enhance the ability to manage pharmacy benefits effectively
  • Resolved product issue through consumer testing.

Timeline

Customer Service Representative Team Lead

AWPRx
03.2019 - Current

Director of Customer Care

America's Work Comp Prescritions (AWPRx)
01.2019 - Current

Bachelor of Arts - Education

Universty of Maryland

Similar Profiles

CREATE PROFILE
Susan Young