William Drake
Orlando,FL
Summary
Personable and dedicated Customer Service Representative with extensive experience in customer service industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
15
15
years of professional experience
Work History
Customer Service Supervisor
Express Scripts
Orlando, Florida
12.2021 - Current
- Certified and Utilizes eMOS coaching practices for daily coaching sessions
- Supports leadership and aids in streamlining operational procedures, goals, and planning strategies
- a relationship builder who wants to help others, grow friendships, laugh, and support people.
- Utilize broad knowledge to recommend solutions to the client when dealing with escalated callers.
- Analyze existing systems, interface requirements, business processes
Assistant Customer Service Supervisor
Express Scripts
Orlando, Florida
05.2021 - 12.2021
- Helped lead team meetings and team huddles
- Monitors team call quality and outcomes and provided timely feedback and coaching sessions
- Prior commercial and DOD PCA knowledge and experience
- Effective communication with supporting supervisor
- Primary Point of contact during the absence of supervisor.
- Recognize client business issues and concerns and recommend and implement an appropriate solution
Patient Care Advocate
Express Scripts
Orlando, Florida
04.2020 - 05.2021
- Assisted patients by taking between 75-100 calls per day
- Used CSP, ESD, and back end tool to assist members with resolution
- Followed all HIPPA and quality guidelines
- Met and exceeded metrics on a monthly basis.
Assistant Store Manager
Walgreens
Orlando, Florida
03.2014 - 12.2019
- Managed team of 10 employees on a daily basis
- Trained and uplifted employees by working closely together
- Trained employees on technical and compliance requirements
- Worked closely with managers in creating action plans for retail store improvements and pharmacy stocking.
Customer Service Floor Rep
Walgreens
Orlando, FL
07.2008 - 02.2014
- Provided Extraordinary Customer Care
- Filled inventory and helped oversee stockroom decor
- Assisted with photo department procedures.
Education
Diploma -
Colonial High School
06.2010
General AA -
Valencia Community College
Skills
- Communication skills
- Detailed Oriented
- Time Management
- Proficient in MS programs
- Extraordinary Customer Care
- Inventory Management
- Logistics and Distribution Management
- Account Management
- Team Oriented
- Records Management
- Decision-Making
Timeline
Customer Service Supervisor
Express Scripts
12.2021 - Current
Assistant Customer Service Supervisor
Express Scripts
05.2021 - 12.2021
Patient Care Advocate
Express Scripts
04.2020 - 05.2021
Assistant Store Manager
Walgreens
03.2014 - 12.2019
Customer Service Floor Rep
Walgreens
07.2008 - 02.2014
Diploma -
Colonial High School
General AA -
Valencia Community College
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