Summary
Overview
Work History
Education
Skills
Timeline
Generic

Tracey Secquer

Cedar Rapids,USA

Summary

Customer service professional with extensive experience at SelectRx Pharmacy, specializing in client relationship management and problem solving. Demonstrated success in enhancing customer satisfaction through effective communication and process optimization. Skilled in managing high call volumes while ensuring accurate data collection and maintaining professionalism.

Overview

26
26
years of professional experience

Work History

Pharmacy customer service advocate and Front end billing representative

SelectRx Pharmacy
Monaca, PA
11.2023 - Current
  • Took automatic inbound calls servicing many parts of the pharmacy including: Setting prescriptions to refill, giving status and tracking updates.
  • Giving next fill dates or explaining why medications were refill too soon.
  • Helped patients understand how their medications work and when and how to take them.
  • Answering any and all questions except those that could only be answered by an actual pharmacist.
  • I took payments, loaded in or updated medical insurance, set up payment plans or automatic payment plans.
  • Worked out bound calls to patients along with working the pharmacy or billing tickets that accompanied them to fulfill all answers to questions or problems.

Customer Advocate

Humana Insurance
Louisville, KY
04.2021 - 11.2023
  • Took inbound phone calls to help members understand their Medicare plans, helped get medications and procedures authorized, refilled medications, took monthly premium payments among hundreds of other things the member may need.

Member Services Rep.

USAA Bank
San Antonio, TX
04.2018 - 03.2021
  • Took inbound calls to help members with all their banking needs.
  • We did deposits, withdrawals, Credit cards, issuing them and taking payments for them.
  • Helped when there were overdraft fees, issued teller checks, all banking and credit card issues and needs.

Customer Service Rep level 2

US Bank Home Mortgage
Bowling Green, Kentucky
04.2011 - 01.2018
  • Received incoming calls from home owners concerning their monthly payments, escrow, home owners insurance, flood insurance, took payments over the phone, explained overage and shortages in escrow if taxes and or insurance went up or down.
  • Worked with insurance agents to make sure insurance policies were correct and on file with the mortgage company.
  • Worked with county and city tax offices to ensure tax payments were paid on time.
  • Also opened tasks to verify tax amounts with city, county or school tax office.
  • Took an average of 120 calls per day.
  • Was promoted to Team Lead after 26 months on the job.
  • Led a team of approximately 40 people.
  • I monitored calls to ensure great quality and customer service, went over each 'task' (reports filed for customers who believed something was wrong with their taxes and or homeowners insurance that my team members opened).
  • Did weekly and monthly training.
  • Interviewed prospective new employees.
  • Did daily, weekly and monthly reports to our corporate office concerning my teams progress.
  • Kept track of attendance and tardiness.

Part Time Supervisor and Security Controller

Whelan Security
Nashville, TN
10.2014 - 01.2016
  • Started as a foot patrol officer, patrolling factory, doing fire watches, looking for safety hazards, helping employees with whatever is needed.
  • Promoted to Security controller in May, 2015. Controlled access to plant buildings, answered phones as receptionist, filed paperwork, made sure officers post activity reports and fire watch sheets were filled out correctly.
  • Promoted again to Part Time Supervisor in October 2016. Supervise anywhere from 4-5 officers at a time.
  • Do post checks to make sure my officers are safe and doing their jobs.
  • Will many times walk the post with them as I feel it's important for me to keep up on any changes in the plant.
  • I also fill up any security vehicles with gas and do checks on all fluids in said vehicles and if low report to maintenance that they need service.
  • I keep track of officers post activity reports and fire logs to again, make sure they are filled out correctly.
  • If an officer calls out, I get another officer to fill that spot, and make sure we are fully staffed.
  • I liaison with Area managers and leads if they have a problem and also Human Resources for any help they may need.
  • I also patrol the outside of all the buildings on property to ensure the safety of our parking lots.
  • I send emails to any officers, supervisors and our account manager if needed.

Customer Care Rep

Medco
Cedar Rapids, Iowa
03.2006 - 03.2011
  • Company Overview: Cedar Rapids, Iowa
  • Ensured superior customer experience by addressing customer concerns, demonstrating empathy, and resolving problems on the spot.
  • Cross-trained and provided back-up for other customer service representatives when needed.
  • Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.
  • Handled on average of 120 calls in a day, assisted doctors, nurses, pharmacists, and patients ensuring that patients were able to get their medications covered by the insurance companies.
  • Organized incoming and outbound phone calls the doctors, insurance companies and patients resolving questions for all parties.
  • Once calls were processed and completed, made sure patients accounts were notated accurately and completely.
  • And also made sure the pharmacy was aware that the medications were able to be filled for patient.
  • Was promoted to supervisor after 16 months on job.
  • I supervised a team of 45 to 50 people depending on the month.
  • I did their weekly schedules, training, monitoring of their progress, took requests for time off, counseled for attendance and tardiness, also actions and demeanor among many other varied duties.
  • Cedar Rapids, Iowa

Customer Service Rep

AFNI
Bowling Green, Kentucky
11.2004 - 03.2006
  • Company Overview: Bowling Green, Kentucky
  • Provided customer service for an average of 100 calls per day, answering customer inquiries, solving problems, and providing new product information.
  • Provided an elevated customer experience to generate a loyal clientele.
  • Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.
  • Bowling Green, Kentucky

Office Manager

Orkin Pest Control
New York, New York
12.1999 - 12.2005
  • Company Overview: New York, New York
  • Office Manager for 43 person office.
  • Completed daily, weekly and monthly reports for corporate headquarters.
  • Oversaw and managed the bank deposits.
  • Maintained a 15 trunk phone line and transferred when necessary.
  • Supervised, trained and supported new hires for the company.
  • Oversaw and managed all accounts receivable and payable.
  • Responsible for all payroll for employees.
  • Implemented new processes and systems for improving customer service satisfaction.
  • Provided customer service for an average of 60 calls per day, answering customer inquiries, solving problems, and providing new product information.
  • Also responsible for scheduling on average of 40 employees schedules and scheduling appointments for sales people and service technicians.
  • Organized weekly sales reports for the sales department to track product success.
  • New York, New York

Education

General Diploma -

Clio High School
Clio, Michigan, USA
01.1980

Nursing

Mott College
Flint, Michigan, USA

Skills

  • Organizational skills
  • Creative problem solving
  • Communication skills
  • MS Windows proficiency
  • Client relationship management
  • Multi-line phone operation
  • Active listening
  • Solution development
  • Courteous demeanor
  • Adaptability and versatility
  • Appointment setting
  • Process optimization
  • Escalation management
  • Professional telephone demeanor
  • Computer proficiency
  • Office equipment proficiency
  • Microsoft Office Suite
  • Microsoft outlook
  • Problem-solving
  • Report creation
  • Data collection
  • Multi-line phone talent
  • Call center experience
  • Live chat support
  • Typing speed
  • Inbound and outbound calling
  • Script adherence

Timeline

Pharmacy customer service advocate and Front end billing representative

SelectRx Pharmacy
11.2023 - Current

Customer Advocate

Humana Insurance
04.2021 - 11.2023

Member Services Rep.

USAA Bank
04.2018 - 03.2021

Part Time Supervisor and Security Controller

Whelan Security
10.2014 - 01.2016

Customer Service Rep level 2

US Bank Home Mortgage
04.2011 - 01.2018

Customer Care Rep

Medco
03.2006 - 03.2011

Customer Service Rep

AFNI
11.2004 - 03.2006

Office Manager

Orkin Pest Control
12.1999 - 12.2005

General Diploma -

Clio High School

Nursing

Mott College

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Tracey Secquer