Tracey Flores
Jacksonville,FL
Summary
Dynamic Senior Customer Service Agent with a proven track record at Cardinal Health, excelling in staff training and complaint resolution. Enhanced customer satisfaction through quality assurance measures and streamlined processes, achieving significant improvements in service delivery. Adept at analyzing data to drive operational efficiency while fostering a collaborative team environment.
Overview
11
11
years of professional experience
Work History
Senior Customer Service Agent
Cardinal Health
10.2021 - 11.2024
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Developed training materials for new team members to enhance onboarding processes.
- Streamlined order processing procedures, reducing response time for service requests.
- Monitored key performance indicators to ensure compliance with service standards.
Customer Service Representative
OptumRx
02.2024 - 10.2024
- Assisted customers with inquiries regarding medication benefits and coverage options.
- Processed prescription orders accurately and efficiently using company systems.
- Resolved customer complaints by providing timely and effective solutions.
- Collaborated with team members to improve service delivery and enhance customer satisfaction.
Customer Service Representative
Prime Therapeutics LLC
04.2019 - 06.2021
- Educated clients on pharmacy services, ensuring understanding of processes and benefits.
- Maintained detailed records of customer interactions for future reference and analysis.
- Adapted quickly to policy changes, ensuring compliance with regulatory requirements.
- Provided support during peak periods, contributing to overall team performance and productivity.
- 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.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Customer Service Agent
Cardinal Health
10.2013 - 11.2016
- Implemented quality assurance measures that enhanced overall customer satisfaction ratings.
- Collaborated with cross-functional teams to improve customer feedback loops and service delivery.
- Mentored junior staff, fostering a culture of continuous improvement within the team.
- Analyzed service data to identify trends and recommend process enhancements for operational efficiency.
Skills
- Staff training
- Payment processing
- Customer retention
- Call center operations
- Customer support
- Documentation review
- Complaint resolution
Timeline
Customer Service Representative
OptumRx
02.2024 - 10.2024
Senior Customer Service Agent
Cardinal Health
10.2021 - 11.2024
Customer Service Representative
Prime Therapeutics LLC
04.2019 - 06.2021
Customer Service Agent
Cardinal Health
10.2013 - 11.2016