TaeShawn Smith
Columbus
Summary
Dynamic Pharmacy Benefit Manager at Express Scripts with expertise in healthcare analytics and conflict resolution. Achieved significant cost savings through strategic contract negotiations while enhancing member satisfaction via innovative clinical programs. Proven ability to streamline workflows and deliver exceptional customer service, fostering strong relationships and driving data-driven decision-making.
Overview
13
13
years of professional experience
Work History
Pharmacy Benefit Manager
Express Scripts
11.2023 - 12.2024
- Streamlined workflows within the organization by implementing advanced technology solutions and process improvements.
- Monitored performance metrics and provided regular reports to senior leadership, informing data-driven decision-making within the organization.
- Delivered high-quality customer service through prompt resolution of inquiries from members, providers, or other parties involved in the delivery of pharmacy benefits services.
- Ensured seamless transitions during client onboarding processes by effectively communicating expectations and managing timelines for deliverables.
- Achieved cost savings for clients through the effective negotiation of contracts with pharmaceutical manufacturers and wholesalers.
- Enhanced member satisfaction by developing and implementing innovative clinical programs and services.
- Developed comprehensive drug formularies, ensuring access to safe, effective, and affordable medications for members.
- Coordinated cross-functional teams to develop targeted interventions that addressed specific population health concerns related to medication use patterns or disease states.
- Ensured compliance with regulatory requirements, maintaining accurate records and documentation of pharmacy benefit management activities.
Customer Service Representative
First Advantage
02.2022 - 03.2023
- 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.
- Documented information and submitted detailed reports.
- Conducted comprehensive interviews with subjects, employers, associates, references, and other individuals.
- Maintained strict confidentiality while handling sensitive personal information during investigations, adhering to privacy regulations and ethical guidelines.
- Reviewed and analyzed detailed records.
- Achieved timely completion of assigned cases by effectively managing workload and prioritizing tasks.
- Developed strategies for overcoming obstacles encountered during investigations, leading to successful case closures despite challenges faced along the way.
- Obtained background check data on characters, financial statuses and personal histories.
- Identified potential risks within applicant backgrounds through careful examination of financial records, criminal history, and employment records.
- Played a pivotal role in protecting organizations'' reputations by identifying candidates who posed potential threats due to criminal activity or dishonesty.
Credit Analyst
Upstart Loans/Aerotek
05.2021 - 02.2022
- Assessed credit risk and analyzed financial statements.
- Analyzed customer data such as financial statements to determine level of risk involved for extending credit.
- Analyzed credit scores to determine borrowers' creditworthiness.
- Reviewed credit reports to comprehensively view borrowers' credit history and identify potential red flags.
- Approved, declined, or counter-offered loans up to $10,000.
- Assisted loan officers and processors to complete loan applications on time.
- Resolved and identified complex customer loan problems to prevent negative impact on operations and business direction.
- Enhanced customer satisfaction by delivering clear explanations of loan terms and conditions, addressing any concerns or questions promptly.
Customer Care Advocate
Fiserv Inc
07.2019 - 04.2020
- Used effective time management strategies to handle fluctuating workloads without sacrificing quality or accuracy.
- Streamlined communication channels for quicker problem-solving and increased customer loyalty.
- Maintained high levels of customer retention with proactive outreach initiatives.
- Contributed to process improvements by offering valuable input during team meetings and brainstorming sessions.
- Maintained detailed records of each interaction, ensuring accurate documentation for future reference or follow-up purposes.
- Consistently exceeded performance metrics while maintaining a focus on providing excellent customer support.
- Increased client satisfaction by providing comprehensive financial advice and personalized solutions.
- Provided ongoing education to clients on relevant financial topics, empowering them to make informed decisions about their future.
Customer Service Advocate
Alliance Data Systems Corp
03.2017 - 09.2017
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Managed high call volume during peak hours, prioritizing urgent cases while maintaining attention to detail.
- Maintained a positive work environment, fostering team collaboration and continuous improvement.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Enhanced customer satisfaction by promptly addressing and resolving inquiries and issues.
- Supported call center associates by taking on escalated calls, handling complex concerns and achieving customer satisfaction targets.
Dispute Resolution Specialist
Chase Card Services
01.2016 - 09.2016
- Maintained strict adherence to ethical guidelines and industry best practices, upholding the highest standards of professionalism and integrity in all aspects of dispute resolution work.
- Conducted regular case evaluations to monitor progress and adjust resolution strategies as needed for optimal outcomes.
- Assisted in the development of a robust training program aimed at enhancing staff knowledge about industry trends and emerging strategies in dispute resolution practices.
- Provided expert dispute resolution services in a variety of industries, demonstrating versatility and adaptability in addressing unique client needs and conflict dynamics.
- Employed critical thinking skills when assessing disputes to identify underlying issues contributing to conflict escalation or stagnation during negotiations sessions successfully.
- Maintained detailed case records, enabling efficient tracking of progress and comprehensive reporting to stakeholders.
- Managed high caseloads, ensuring timely resolution of conflicts and promoting client satisfaction.
- Provided extensive support for clients throughout the dispute resolution process, offering guidance on best practices and potential solutions.
- Resolved disputes by expertly analyzing cases and implementing effective negotiation strategies.
- Prepared comprehensive reports outlining case details, resolution strategies, and final agreements for internal review and client records.
Customer Service Representative
Menards
05.2012 - 08.2014
- 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.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Customized support strategies for high-priority clients to ensure their specific needs were met.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Improved resolution time with effective problem-solving for customer complaints.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
Education
High School Diploma - College Prep / Theological Studies
St. Francis DeSales High School
Columbus OH 06.2013
Skills
- Claims processing
- Healthcare analytics
- Pricing strategy
- Medication therapy management
- Formulary management
- Drug utilization review
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Relationship building
- Call center experience
- Computer proficiency
- Conflict resolution
- Complaint handling
- Microsoft Excel
- Complaint resolution
- Payment processing
- Client relations
- Professional telephone demeanor
- Call center operations
- Microsoft outlook
- Scheduling
- Follow-up skills
- Call management
- Product knowledge
- Paperwork processing
- Appointment scheduling
- Order processing
- Documentation
- Administrative support
- Microsoft Office Suite
- Microsoft PowerPoint
- Prioritization
- De-escalation techniques
- Building rapport
- Clerical support
- Filing
- Dispute resolution
- Customer education
- Multi-line phone talent
Timeline
Pharmacy Benefit Manager
Express Scripts
11.2023 - 12.2024
Customer Service Representative
First Advantage
02.2022 - 03.2023
Credit Analyst
Upstart Loans/Aerotek
05.2021 - 02.2022
Customer Care Advocate
Fiserv Inc
07.2019 - 04.2020
Customer Service Advocate
Alliance Data Systems Corp
03.2017 - 09.2017
Dispute Resolution Specialist
Chase Card Services
01.2016 - 09.2016
Customer Service Representative
Menards
05.2012 - 08.2014
High School Diploma - College Prep / Theological Studies
St. Francis DeSales High School
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