Victoria De La Riva
Service Account Manager
Denver,Colorado
Summary
Professional Customer Specialist motivated to provide highest quality customer experience. Strong administrative and organizational skills. Dedicated to increasing customer satisfaction and retention through efficient and accurate problem resolution. Knowledgeable and dedicated partner with extensive experience in medical industry.
Overview
16
16
years of professional experience
Work History
Customer Specialist
UMR
Denver, Colorado
04.2020 - Current
- Serve as liaison to complex customer base to manage first level response and resolution of escalated issues with external and internal customers
- Identified customer issues with products or services, investigated causes, and initiated resolutions.
- Provide expertise and customer service support to members, customers, and / or providers
- Work directly with group contacts, sales and account managers, and brokers, on claim payment and plan issues
- Assist customer first representatives in response to and resolve customer questions and concerns
- Evaluated account and service histories to identify trends, using data to mitigate future issues.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Manage work load independently and efficiently.
Customer Service Representative Lead
UMR
Denver, Colorado
10.2018 - 03.2020
- Ensure quality customer service for internal and external customers with focus on needs identification, problem solving and partnering with billing and eligibility specialists
- Monitor delegated customer service issues to ensure timely and accurate resolution
- Use appropriate communication techniques when responding to customers, particularly in stressful situations
- Coached employees through day-to-day work and complex problems.
- Place outgoing phone calls to complete follow-up on customer service requests as necessary
- Kept abreast of new company products and services to effectively answer questions and resolve complaints.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
Customer Service Representative
UMR
Denver, Colorado
01.2018 - 09.2018
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Investigated and resolved member inquiries and complaints quickly.
- Responded proactively and positively to rapid change.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
Retail Pharmacy Manager
Villa Park Pharmacy
Villa Park, CA
06.2012 - 11.2017
- Developed policies and procedures for effective pharmacy management.
- Trained pharmacy interns and newly hired pharmacy technicians.
- Recommended OTC devices to help mitigate individual symptoms.
- Protected drug inventories from damage or theft by establishing and enforcing clear pharmacy security policies.
- Ordered all pharmacy supplies and kept check on inventory levels.
- Supervised team of 3 pharmacy technicians.
- Conducted routine facility inspections, identifying areas needing improvement and eliminating hazards posed to staff and residents for continued compliance with associated regulations.
Pharmacy Clerk
Villa Park Pharmacy
Villa Park, CA
01.2009 - 05.2012
- Receive and accurately processed written prescriptions from customers using RX30 computer system.
- Effectively prioritized tasks and organized workflow to increase efficiency. Sterilized work areas to maintain safe and sanitary conditions.
- Operated cash register and handle cash, checks, and charge transactions.
- Key Holder: responsible for opening and closing store. Ensure that proper store procedures and policies are followed when store management is not on duty.
- Processed incoming drug orders by checking deliveries against paperwork and updating computer system
- Monitored inventory levels to inform pharmacists of shortages and facilitate resupply
Gift Shop Manager
Villa Park Pharmacy
Villa Park, CA
01.2006 - 12.2008
- Trained new employees on proper protocols and customer service standards.
- Assisted in recruiting, hiring and training of team members.
- Trained and guided team members to maintain high productivity and performance metrics.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Developed and optimized organizational systems to boost efficiency and keep operations scalable and agile for changing demands.
Education
Pharmacy Technician Certificate Program
North Orange County Regional Occupational Program
Anaheim, CAGED -
Santiago Canyon College
Orange, CA12.2006
Skills
- Understanding Customer Needs
- Microsoft Excel
- Needs Assessment
- Customer Account Management
- Data Entry and Maintenance
- Issue and Complaint Resolution
- Efficient and Detail-Oriented
- Courteous with Strong Service Mindset
- Time Management
- Strong Analytical and Problem-Solving Skills
Timeline
Customer Specialist
UMR
04.2020 - Current
Customer Service Representative Lead
UMR
10.2018 - 03.2020
Customer Service Representative
UMR
01.2018 - 09.2018
Retail Pharmacy Manager
Villa Park Pharmacy
06.2012 - 11.2017
Pharmacy Clerk
Villa Park Pharmacy
01.2009 - 05.2012
Gift Shop Manager
Villa Park Pharmacy
01.2006 - 12.2008
Pharmacy Technician Certificate Program
North Orange County Regional Occupational Program
GED -
Santiago Canyon College