Zia Epps

• Take inbound calls and make outbound calls to patients.

Pharmacy Service Representative ||

healthcare professionals, and other pharmacies to schedule

08/2024 - Current

medications, discuss insurance plans, prior authorizations and more.

• Provide excellent customer service to patients and healthcare providers while answering and navigating through multiple systems maintaining patients record, inquiries, resolving complaints, and processing orders.

• Took fast paced incoming calls, emails and chats resolving customer issues and complaints.
• Refunded charges and sent out replacement orders for customers
• Held short hold times, while resolving escalation calls
• Responded to customer requests and questions for products, services, and company information
• Conducted regular follow-up calls with customers after resolutions were completed in order to ensure satisfaction
• Researched and analyzed customer complaints to identify trends, potential root causes, and opportunities for improvement.

• Assisted customers with managing their subscriptions, provided customers with trouble shooting steps for technical issues
• Actively listened to customers, handled concerns quickly and resolved escalated issues
• Met customer call guidelines for service levels, handle time and productivity
• Used approved scripts to de-escalate angry customers during telephone interactions.
• Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.

• Managed members credit card accounts, assisted with fraud review, initiated disputes, issued temporary credits until disputes were complete
• Assisted members with lost/stolen cards, unlocked online accounts
• Conducted account maintenance activities, such as updating personal information and resolving discrepancies.
• Educated members on their online banking website and mobile banking app
• Transferred customers to other banking departments for specialized services
• Monitored and verified suspicious activity on member accounts
• Arranged repayment schedules in order to meet department goals and deadline

• Took incoming calls from potential clients that needed janitorial services
• Communicated with clients via email and live chat to confirm appointments and took payments for our services
• Maintained files for my supervisor and also made outgoing calls to clients to confirm their appointments and I maintained excel spreadsheets
• Performed administrative tasks such as filing paperwork, updating databases and generating reports.