Vanessa Johnson Henry
Riviera Beach,FL
Summary
Talented Team Leader seeking to utilize knowledge, time management, problem-solving and team motivation skills to successfully lead customer service teams and accomplish department goals. Willing to learn management industry standards while promoting productivity and professional development through exceptional leadership. Excels at identifying client needs and concerns to improve engagement strategies and overall service.
Overview
9
9
years of professional experience
Work History
Team Lead
VitaCare Prescription Services From GoodRX
01.2023 - Current
- Trained new team members by relaying information on company procedures and safety requirements.
- Coached team members in techniques necessary to complete job tasks.
- Worked different stations to provide optimal coverage and meet production goals.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Directed and supervised team of 12 engaged in customer care advocate duties
- Audited team performance and compliance with company and HIPAA standards.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Held weekly team meetings to inform team members on company news and updates.
- Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
- Assisted in recruitment of new team members, hiring highest qualified to build team of top performers.
- Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.
- Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
Senior Customr Care Advocate
VitaCare Prescription Services From Good RX
01.2022 - 01.2023
- Works closely with TL in making decisions
- Help with Team and group chats to assist CCA while on calls
- Review calls for accuracy
- Coach CCAs
- Train rep on new processes
- Do KPI reports
- Assist with new hire interviews
- Researched issues and took appropriate action to resolve issues within turnaround time requirements and quality standards.
- Worked effectively with staff from all departments to coordinate resolutions.
- Educated patients and families on healthcare options and financial support resources.
Customer Care Advocate
VitaCare Prescription Services
08.2019 - 01.2022
- Answering Incoming and making Outgoing call to patients in effort to fill prescription
- Run Insurance checks
- Apply Copay card to provide Best Out Of Pocket Costs
- Process orders
- Help with Nesting of new agents
- Provide quality customer service to all patients
- Navigated multiple computer systems and applications to find information.
- Assisted call-in customers with questions and orders.
- Resolved concerns with products or services to help with retention and drive sales.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Maintained up-to-date knowledge of product and service changes.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Delivered prompt service to prioritize customer needs.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Cross-trained and backed up other customer service managers.
Customer Service Representative
Lincare Home Oxygen And Respiratory Systems
01.2019 - 06.2019
- Answering incoming calls
- Process CPAP, Oxygen, Nebulizer and Durable Medical Equipment (DME) Orders
- Verify patients insurance information
- Mail out DME supplies to patients home
- Dispatch DME equipment service calls to Service Technicians, Automotive
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
- Responded to customer requests for products, services, and company information.
- Provided primary customer support to internal and external customers.
Business Development Center Agent
Penske Automotive
02.2015 - 11.2018
- Scheduled service appointments for customers
- Look up / Confirm any recalls on customers vehicles , to schedule services if needed
- Maintained extensive knowledge of company products and services to provide top-notch expertise to customers.
- Developed business pipeline using cold and warm techniques.
- Expanded business through effective network development, identifying new, and prospective clients.
- Utilized knowledge of industry trends to develop value-added solutions and approaches for target audiences.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Cross-trained and backed up other customer service managers.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Made average of 100 outbound and inbound calls per day
Education
No Degree - Registered Pharmacy Technician License
Pass Assured
State Of Florida12.2022
High School Diploma -
Excelsior High School
Jamaica06.2015
Skills
- General Office Skills
- Sound computer Skills
- Problem solving
- Time management
- Interpersonal and organizational Skills
- Process Improvement Initiatives
- Task Monitoring
- Team / Activity Monitoring
- Quality Assurance
- Payment Processing
- Corrective Actions
- Benefits Verifications
- HIPAA Guidelines
- Verbal and Written Communication
Timeline
Team Lead
VitaCare Prescription Services From GoodRX
01.2023 - Current
Senior Customr Care Advocate
VitaCare Prescription Services From Good RX
01.2022 - 01.2023
Customer Care Advocate
VitaCare Prescription Services
08.2019 - 01.2022
Customer Service Representative
Lincare Home Oxygen And Respiratory Systems
01.2019 - 06.2019
Business Development Center Agent
Penske Automotive
02.2015 - 11.2018
No Degree - Registered Pharmacy Technician License
Pass Assured
High School Diploma -
Excelsior High School
Similar Profiles
Rosalie FuentesRosalie Fuentes
Data Entry Specialist at VitaCare Prescription Services / GoodRxData Entry Specialist at VitaCare Prescription Services / GoodRx
Marianne GrullónMarianne Grullón
Sr. Patient Financial Assistance Care Advocate at vitaCare Prescriptions Services from GoodRxSr. Patient Financial Assistance Care Advocate at vitaCare Prescriptions Services from GoodRx
Dachel HuffmanDachel Huffman
Customer Care Advocate II at VitaCare Prescription ServicesCustomer Care Advocate II at VitaCare Prescription Services