Zorielle Robertson
Katy
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
Cigna
11.2023 - Current
- Input all patient data regarding claims and prior authorizations into the system accurately.
- Handled inbound telephone and written inquiries from pharmacists and doctors regarding prior authorizations by screening and reviewing requests based on benefit plan design, client specifics, and clinical criteria to determine coverage eligibility.
- Facilitate resolution of drug coverage issues and proactively address, research, and resolve issues while maintaining accurate and complete documentation of all inquiries for continuous improvement.
- Worked independently, paying attention to detail.
- Ran test claims to confirm if prior authorization was required for medications.
- Distributed denial letters, detailing reasons for denial and possible appeal measures.
- Checked prior authorization status.
- Processed new medication and refill requests for authorization.
- Work with multiple systems.
- Fielded telephone inquiries on authorization details from plan members and medical staff.
- Communicated pertinent information to the client's prescribing provider to facilitate quality service.
- Developed and maintained productive working relationships with healthcare providers.
Customer Service Representative
KELLY SERVICES
05.2021 - 11.2023
- Answered constant flow of customer calls with minimal wait times.
- Provided primary customer support to internal and external customers.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Documented and detailed calls and complaints.
- Addressed customer account discrepancies and concerns.
- Generated customer service reports to track customer satisfaction.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Investigated billing issues and unrecognized charges.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
Warehouse Associate
Amazon.com
05.2020 - 04.2021
- Checked packages and merchandise for damages
- Inspected incoming and outgoing shipments to verify accuracy and prevent errors.
- Prepared orders for shipment by picking, packing, and labeling merchandise.
- Used hand-held devices and computers to record and monitor inventory levels and completed audits to uncover and address inaccuracies.
- Worked safely around moving machinery.
- Inspected work areas for cleanliness and obstacles and removed cartons and boxes to keep work areas organized and hazard-free.
- Consistently lifted materials weighing as much 50 pounds.
- Manually or mechanically loaded and unloaded materials from pallets, skids, platforms, cars, lifting devices, or other transport vehicles
- Used handheld scanners to efficiently track and maneuver freight throughout distribution network.
Security Guard
Allied Security Services
01.2019 - 05.2020
- Answered alarms, investigated disturbances, and contacted law enforcement personnel to escalate crises.
- Checked identification of persons entering and exiting facility to eliminate unauthorized visitors.
- Patrolled and monitored premises in company vehicle, on bicycle, and by foot.
- Secured premises and personnel by patrolling property and monitoring surveillance equipment.
- Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
- Remained calm, assertive, and mindful to think critically and problem solve during stressful situations.
- Adhered to established procedures and posted orders to enforce company rules, policies and regulations to general public.
- Worked independently and collaboratively to resolve urgent issues to protect lives and property.
Sales Associate
Macy's
06.2018 - 01.2019
- Answered customer questions about sizing, accessories, and merchandise care.
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Engaged with customers to effectively build rapport and lasting relationships.
- Helped customers locate products and checked store system for merchandise at other sites.
- Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
- Educated customers on current promotional offerings and products using persuasive selling tactics.
- Managed returns, exchanges and refunds in accordance with store policy.
- Contributed to team objectives in fast-paced environment.
- Maintained current knowledge of evolving changes in marketplace.
Barista/Cashier
Starbucks
06.2016 - 08.2017
- Pleasantly interacted with customers during hectic periods to promote fun, positive environment.
- Maintained cleanliness and sanitation of customer-facing work area and dining room space to meet governmental and organizational safety and health guidelines.
- Memorized recipes for specialty coffee beverages and seasonal offerings.
- Controlled line and crowd with quick, efficient service.
- Maintained regular and consistent attendance and punctuality.
- Cleaned counters, machines, utensils, and seating areas daily.
- Trained new team members with positive reinforcement and respectful, encouraging coaching.
- Prepared and stocked baked goods, sandwiches, wraps and light snacks to compliment beverage choices.
- Handled OLTP systems, payment processing, cash change and issuing of receipt.
Education
Bachelor of Science - Business Management
Western Governors University
05-2026
High School Diploma -
Willowridge High School
06-2018
Skills
- Account updating
- Scheduling
- Building rapport
- Strong interpersonal skills
- Claims processing
- Call center operations
- Documentation and reporting
- Data entry proficiency
- Time management
- Strategic decision making
- Rapid and adaptive
- Skilled collaborator
Timeline
Customer Service Representative
Cigna
11.2023 - Current
Customer Service Representative
KELLY SERVICES
05.2021 - 11.2023
Warehouse Associate
Amazon.com
05.2020 - 04.2021
Security Guard
Allied Security Services
01.2019 - 05.2020
Sales Associate
Macy's
06.2018 - 01.2019
Barista/Cashier
Starbucks
06.2016 - 08.2017
High School Diploma -
Willowridge High School
Bachelor of Science - Business Management
Western Governors University
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