Tracie Johnson
West Point,MS
Work Preference
Summary
Seasoned Senior Resolution Specialist with over two decades of expertise in customer service, problem-solving, team leadership, customer relations, and prescription management. Efficiently processes over 70 customer transactions daily with a 98% accuracy rate, significantly boosting customer satisfaction scores. Committed to advancing patient care and optimizing operations as a Senior Resolution Specialist or Customer Care Representative by leveraging exceptional quality care, robust problem-solving abilities, and comprehensive industry knowledge. Driven to deliver outstanding service and foster strong relationships that enhance organizational success.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Senior Resolution Specialist
Everise Inc.
09.2024 - 12.2025
- Maintain proper storage and security conditions for drugs.
- Assist customers by answering simple questions, locating items, or referring them to the pharmacist for medication information.
- Establish or maintain patient profiles, including lists of medications taken by individual patients.
- Price stock and mark items for sale.
- Resolved customer inquiries by navigating multiple databases and providing clear, accurate information regarding prescription orders and service processes.
- Processed an average of 70+ customer transactions daily using proprietary Everise CRM platforms, achieving a 98% accuracy rate in prescription fulfillment and contributing to a 15% boost in positive customer satisfaction scores over six months.
- Facilitated seamless prescription order processing by verifying insurance details, addressing billing discrepancies, and ensuring compliance with regulatory requirements to support uninterrupted patient care.
- Expedited resolution of patient issues by collaborating with pharmacists and healthcare providers to verify prescriptions, address medication concerns, and streamline communication channels.
- Directed the filling prescriptions process for over 500 orders weekly using Everise CRM and pharmacy management systems, sustaining a 99% prescription accuracy rate and reducing patient wait times by 18% over a 6-month period.
- Managed shipping prescriptions processes for an average of 500+ weekly orders using Everise CRM and UPS WorldShip, maintaining 99% delivery accuracy and reducing late shipments by 22% over a 6-month span.
- Spearheaded filing prior authorizations for an average of 150 prescriptions weekly over 12 months through Everise CRM and pharmacy benefit manager portals, accelerating medication approval timelines by 27% and supporting a 20% reduction in prescription delays.
- Managed prior authorization processes for 150+ prescriptions weekly over 12 months via Everise CRM and PBM portals, driving a 27% improvement in approval turnaround and a 20% decrease in medication delay incidents.
- Coordinated calling doctors' offices up to 35 times daily utilizing Everise CRM and multi-line VoIP systems over 12 months to obtain prescription clarifications, which shortened medication approval cycle times by 24% and elevated overall patient satisfaction metrics.
- Compiled data on trends and identified potential enhancements.
- Helped team members develop skills and improve performance to maximize service and productivity.
- Monitored calls and proposed improvement plans for struggling representatives.
- Assisted management with keeping team working efficiently.
- Drove dispute resolutions using effective problem-solving and by guiding mutual understanding of opposing viewpoints.
- Devised and implemented dispute resolution processes for companies, enabling fast resolution of disputes.
- Formulated focused and individualized resolutions aimed to peacefully settle disputes.
- Demonstrated a high level of initiative and creativity while tackling difficult tasks.
- Gained strong leadership skills by managing projects from start to finish.
- Proven ability to develop and implement creative solutions to complex problems.
Asst manager
O'Reilly Auto Parts
06.2022 - 09.2023
- Stock shelves, and mark prices on shelves and items.
- Describe merchandise and explain use, operation, and care of merchandise to customers.
- Develop prospects from current commercial customers, referral leads, or sales or trade meetings.
- Monitor checkout stations to ensure that they have adequate cash available and that they are staffed appropriately.
- Oversee regional and local sales managers and their staffs.
- Answer questions about product features and benefits.
- Estimate cost of repair or alteration of merchandise.
- Write and record orders for merchandise or enter orders into computers.
- Present purchase offers to sellers for consideration.
- Issue receipts, refunds, credits, or change due to customers.
- Recruit staff members and oversee training programs.
- Conduct or arrange for ongoing technical training and personal development classes for staff members.
- Obtain customer information such as name, address, and payment method, and enter orders into computers.
- Open and close cash registers, performing tasks such as counting money, separating charge slips, coupons, and vouchers, balancing cash drawers, and making deposits.
- Answer telephone calls from potential customers who have been solicited through advertisements.
- Deliver merchandise and collect payment.
- Help customers try on or fit merchandise.
- Bag or package purchases, and wrap gifts.
- Assist with duties in other areas of the store, such as monitoring bagging and carrying out customers' items.
- Assist customers by providing information and resolving their complaints.
- Maintain records related to sales.
- Answer customers' questions, and provide information on procedures or policies.
- Determine price schedules and discount rates.
- Place special orders or call other stores to find desired items.
- Clean shelves, counters, and tables.
- Maintain records of contacts, accounts, and orders.
- Greet customers entering establishments.
- Order or purchase supplies.
- Receive payment by cash, check, credit cards, vouchers, or automatic debits.
- Stock carts or stands.
- Offer customers carry-out service at the completion of transactions.
- Maintain clean and orderly checkout areas and complete other general cleaning duties, such as mopping floors and emptying trash cans.
- Inventory stock and requisition new stock.
- Greet customers and ascertain what each customer wants or needs.
- Coordinated daily store operations and supervised frontline associates to ensure smooth workflow, while maintaining compliance with company procedures and providing timely resolution to customer concerns.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Generated repeat business through exceptional customer service.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
Part Sales Manager
Auto Zone
10.2022 - 02.2023
- Managed over 50 calls a day
- Handled over 80 customers a day
- Inspect equipment and read order sheets to prepare for delivery to users.
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
- Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.
- Check to ensure that appropriate changes were made to resolve customers' problems.
- Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.
- Check to ensure that appropriate changes were made to resolve customers' problems.
- Solicit sales of new or additional services or products.
- Review claims adjustments with dealers, examining parts claimed to be defective, and approving or disapproving dealers' claims.
- Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.
- Compare disputed merchandise with original requisitions and information from invoices and prepare invoices for returned goods.
- Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.
- Determine charges for services requested, collect deposits or payments, or arrange for billing.
- Recommend improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems.
- Interpret and communicate work procedures and company policies to staff.
- Discuss job performance problems with employees to identify causes and issues and to work on resolving problems.
- Resolve customer complaints or answer customers' questions regarding policies and procedures.
- Design, implement, or evaluate staff training and development programs, customer service initiatives, or performance measurement criteria.
- Research, compile, and prepare reports, manuals, correspondence, or other information required by management or governmental agencies.
- Make recommendations to management concerning such issues as staffing decisions or procedural changes.
- Maintain records pertaining to inventory, personnel, orders, supplies, or machine maintenance.
- Consult with managers or other personnel to resolve problems in areas such as equipment performance, output quality, or work schedules.
- Compute figures such as balances, totals, or commissions.
- Participate in the work of subordinates to facilitate productivity or to overcome difficult aspects of work.
- Keep informed of provisions of labor-management agreements and their effects on departmental operations.
- Arrange for necessary maintenance or repair work.
- Supervise the work of office, administrative, or customer service employees to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems.
- Resolve customer complaints regarding sales and service.
- Inventory stock and requisition new stock.
- Greet customers and ascertain what each customer wants or needs.
- Exchange merchandise for customers and accept returns.
- Maintain knowledge of current sales and promotions, policies regarding payment and exchanges, and security practices.
- Compute sales prices, total purchases and receive and process cash or credit payment.
- Estimate and quote trade-in allowances.
- Clean shelves, counters, and tables.
- Place special orders or call other stores to find desired items.
- Maintain records related to sales.
- Recommend, select, and help locate or obtain merchandise based on customer needs and desires.
- Help customers try on or fit merchandise.
- Bag or package purchases, and wrap gifts.
- Open and close cash registers, performing tasks such as counting money, separating charge slips, coupons, and vouchers, balancing cash drawers, and making deposits.
- Demonstrate use or operation of merchandise.
- Ticket, arrange and display merchandise to promote sales.
- Prepare sales slips or sales contracts.
- Estimate cost of repair or alteration of merchandise.
- Describe merchandise and explain use, operation, and care of merchandise to customers.
- Exchange merchandise for customers and accept returns.
- Prepare merchandise for purchase or rental.
- Sell or arrange for delivery, insurance, financing, or service contracts for merchandise.
- Watch for and recognize security risks and thefts, and know how to prevent or handle these situations.
- Use computers to produce signage.
- Place prices or descriptive signs on backdrops, fixtures, merchandise, or floor.
- Plan commercial displays to entice and appeal to customers.
- Directed daily operations of parts sales department, aligning merchandising layouts and team scheduling to drive revenue growth while ensuring compliance with loss prevention standards.
- Spearheaded cross-functional training initiatives for sales associates, elevating product knowledge and enhancing upselling strategies to consistently achieve ambitious revenue targets while maintaining high levels of customer satisfaction.
- Conducted cash handling, credit card transactions, and register closeout at end of business day.
- Researched vehicles and parts via physical catalogs and electronic means.
- Maintained extensive understanding of common problems and methods for repair.
- Stocked and managed stock of parts.
- Ordered parts from various distributors to fulfill demands.
- Identified specific replacement parts to meet customers' needs, making accurate suggestions with confidence.
- Assisted customers in finding appropriate parts promptly.
- Recommended alternative parts if necessary and taught customers fundamentals of part modification and repair.
- Greeted customers via telephone and in person to answer questions, resolve concerns, and complete sales.
- Used and maintained knowledge of stock numbering system and properly categorized for easy access and organization.
- Adhered to company guidelines for performance and compliance.
- Trained and mentored junior employees on regulations, best practices, and performance strategies.
- Completed sales and service documentation for customer and business records and provided receipts of purchase.
- Maintained clean and neat parts counter and sales floor.
Software Engineer, DBA
DIRECTORY.COM
05.2004 - 12.2004
- Gathered requirements
- Designed
- Developed and thoroughly tested software for internal users and for deployment to external clients
- Worked closely with clients and partners to design software to interface our businesses with one another.
- Traveled to client sites for installation and implementation of software solutions
- Programmed Web applications
- Created role based security and encryption package for all Company developed Web applications
- Created software to de-dupe database of over 1
- 000
- 000 physician panel members
- Maintained existing and legacy software written by current and past employees
- Employed Object Oriented design practices to create efficient
- Modular and reusable software.
- Coordinated with other engineers to evaluate and improve software and hardware interfaces.
- Collaborated with management, internal and development partners regarding software application design status and project progress.
Infrastructure Architect (Network Engineer, NETDeveloper, DBA, Department Planning)
DIRECTORY.COM
12.2004 - 03.2008
- Engineered and maintained robust network infrastructure solutions by integrating cross-platform systems, optimizing database performance, and collaborating with department leads to ensure alignment with organizational priorities.
- Planned, designed and delivered diverse IT solutions.
- Wrote detailed architectural design plans, security requirements, and specifications.
Pre-Professional Programmer
HBM
05.2003 - 08.2004
- Developed
- Tested and documented data transfer module for print verification system using C/C++
- Tested and Tuned TCP/IP for optimum throughput
- Participated in and taught weekly classes in Perl.
- Worked with software development and testing team members to design and develop robust solutions to meet client requirements for functionality, scalability, and performance.
- Developed continuous integration tool to streamline deployment.
Field Technician
CONNECTING POINT TECHNOLOGY CENTER
06.2002 - 05.2003
- Networking
- Troubleshooting
- Repair and technical support
- Implemented and supported network solutions for small businesses.
- Performed troubleshooting and diagnostics of malfunctioning equipment, machinery, tools, and components.
- Utilized safety practices with no complaints or accidents.
Education
High School Diploma -
Pascagoula High School
Skills
- HTML
- Java
- JavaScript
- Account updates
- Team member training
- Escalated calls management
- Operations management
- Multitasking and Prioritization
- Efficient and Detail-Oriented
- Verbal and Written Communication
- Customer Account Management
- Building Customer Trust and Loyalty
- Order and Refund Processing
- Upbeat and Positive Personality
- Understanding Customer Needs
- Calm and Professional Under Pressure
Certification
- Bum Certified Programmer 2004
- HBM Certified Warranty Technician (PC) 2003
- HBM Certified Warranty Technician 2003
- LP Certified Warranty Technician (PC) 2002
- LP Certified Warranty Technician 2002
- A+ certification 2001
- For computer support technicians.
Languages
English
Native or Bilingual
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Accomplishments
- Documented and resolved issues which led to resolution.
- Supervised team of 8 staff members.
- Resolved product issue through consumer testing.
- Achieved results through effectively helping with tasks..
Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Interests
Crossword Puzzles
Watching Football
Taking my kids out to enjoy things
History
Timeline
Senior Resolution Specialist
Everise Inc.
09.2024 - 12.2025
Part Sales Manager
Auto Zone
10.2022 - 02.2023
Asst manager
O'Reilly Auto Parts
06.2022 - 09.2023
Infrastructure Architect (Network Engineer, NETDeveloper, DBA, Department Planning)
DIRECTORY.COM
12.2004 - 03.2008
Software Engineer, DBA
DIRECTORY.COM
05.2004 - 12.2004
Pre-Professional Programmer
HBM
05.2003 - 08.2004
Field Technician
CONNECTING POINT TECHNOLOGY CENTER
06.2002 - 05.2003
High School Diploma -
Pascagoula High School