Felisha Morton
Melissa,Texas
Summary
Knowledgeable Pharmacy Service Associate successful at handling orders and maintaining inventory. Supports efficient operations by helping pharmacists and managers with administrative and operational demands. Skilled in merchandising, account management and insurance claims processing.
Overview
17
17
years of professional experience
Work History
Pharmacy Service Representative
CVS Specialty Pharmacy
10.2021 - Current
- Communicate directly with doctor offices and pharmacies as well as Patients with scheduling Prescription orders, inquiries from Pharmacy/Doctor associates and handling Patient’s prescriptions
- Addressed and resolved customer product complaints empathetically and professionally
- Gathered and verified all required customer information for tracking purposes
- Accurately documented, researched, and resolved customer service issues
- Managed customer calls effectively and efficiently in a complex, fast paced and challenging call center environment
- Referred unresolved customer grievances to designated departments for further investigation as well as created resolutions to grievances, when necessary
- Exceeded service and quality standards every review period
- Assisting members with the following: ordering correct medications, updating members’ demographics, and changes to their credit card information
- Educating members refill dates, online member access, and explanation of their Prescription
Lead Customer Experience Representative
Alorica
11.2020 - 10.2022
- Provided superior service with each customer interaction
- I would perform ongoing coordination and resolution of claims processing, and analysis of Pharmacy benefit plans for all
- Part D clients
- Was expected to answer incoming calls in an efficient and professional manner regarding members prescription benefits and any questions they may have pertaining to their prescriptions by using personality and tools provided to make each call successful
- Provided prompt, accurate and courteous responses to customers and always provide a solution to their calls
- Being a part of Pharmacy Help Desk was responsible for meeting and exceeding turnaround time standards and quality expectations of PHD that is put forth had the ability to understand process flows
- Addressed and resolved customer product complaints empathetically and professionally
- Gathered and verified all required customer information for tracking purposes
- Accurately documented, researched, and resolved customer service issues
- Managed customer calls effectively and efficiently in a complex, fast paced and challenging call center environment
- Referred unresolved customer grievances to designated departments for further investigation as well as created resolutions to grievances, when necessary, as the Team Lead that I was
- Exceeded service and quality standards every review period
- Assisting members with the following: ordering correct medications, updating members’ demographics, and changes to their credit card information
- Educating members refill dates, online member access, and explanation of their Prescription Plan coverage
Business Owner
Farm2Table
01.2014 - 01.2019
- Built/restored custom dining tables, chairs, end tables, islands, and dressers
- Managed all invoicing, pricing, and income flow for all orders
- Logistical management for order deliveries across multiple states
- In charge of all customer service duties including order processing, customer interactions, and custom order designing
- Provided exceptional customer service and met all delivery quotas in a timely manner
- Excellent customer service skill set making sure to communicate and always dominate 100% customer satisfaction
- Managed day-to-day operations of busy online shop and accompanying blog
- Supervised and trained employees with full employee retention
- Promoted products on multiple channels, including social media, online ad campaigns, and wordof-mouth initiatives
- Handled selection, purchasing, and import of building materials
Patient caregiver / Manager
Red Bird Manor
01.2008 - 01.2016
- Maintained a clean and organized living facility up to State regulation standards
- Engage in daily interactions with patients
- Provided patient specific medical care according to their health history/doctors’ orders in compliance with State regulation standards
- Provided all exercise workouts, interactive games, and all other health improvement activities in the facility
- Managed all timekeeping for facility
- Conducted all tours of potential future residents
- Ensured facility passed State inspection
- Managed fiscal operations, including budget implementation, expenditures authorization, rates of services monitoring and adjustments and financial accounting and reporting
- Completed state mandated regulations and licenses for 2012 to 2014
- Supervised, directed and evaluated employees, including nursing, clerical, food service, fitness, and maintenance
- Reorganized medication management and delivery
- Interviewed and assessed potential seniors for housing
- Created and led recruitment team.
Education
High School Diploma -
North Central Texas College
Gainesville, TXSkills
- Data Entry and Maintenance
- Customer Service
- Issue and Complaint Resolution
- Needs Assessment
- De-escalation Techniques
- Understanding Customer Needs
- Calm and Professional Under Pressure
- Customer Account Management
- Efficient and Detail-Oriented
Timeline
Pharmacy Service Representative
CVS Specialty Pharmacy
10.2021 - Current
Lead Customer Experience Representative
Alorica
11.2020 - 10.2022
Business Owner
Farm2Table
01.2014 - 01.2019
Patient caregiver / Manager
Red Bird Manor
01.2008 - 01.2016
High School Diploma -
North Central Texas College
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