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Summary

Pursuing a career in an organization with future growth opportunities.  Driven, does whatever it takes to succeed and strive to be the best I can.  Innovative, quick learner, require very little training, display strong initiative and especially proficient with numbers.  Constantly volunteering for projects that are new and challenging in an effort to expand professional growth.  Knowledgeable and experienced in various areas.  Ultimately, hoping to achieve a leadership role in management.  I strongly believe in the one team approach, empowering and supporting others to grow and succeed.

Work History

2016-05Present

Supervisor

Convergys
  • Manage a team of 23 agents in a call center
  • Manage quality assurance and coaching on a daily basis
  • Report call center statistics such as average handle time, average hold time and after call work time
  • Manage agent attendance
  • Manage payroll
  • Hired and terminated agents based off of attendance and performance
  • Developed scripting from Ulysses training and lowered number of negative surveys
  • Manage agent schedules along with time off for coverage
2015-032016-03

Patient Support Supervisor

Welldyne Rx
  • Managed a team of 24 agents in a 24/7 pharmacy
  • CPHT
  • Developed quality assurance protocol
  • Managed service levels pursuant to organization's contractual obligations
  • Handled escalated calls
  • Developed training curriculum for new and existing employees
  • Managed scheduling for all employees
  • Developed growth opportunities for both organization and employees
  • Reduced overall calls entering into call center and managed excess time
  • Managed a 97% SLA overall
2013-032015-03

Patient Account Specialist Team Lead

Carecentrix
  • Handled inbound calls regarding patient accounts
  • One call resolution with HIPPA verification
  • Ulysses certified
  • Processed primary and secondary claims
  • Worked patient A/R reports
  • Chosen for special projects such as patient refunds
  • Took patients' payments and requests for invoice and claim forms
  • Submitted internal cash move requests
  • Processed mail-in payments
  • Worked FTR report.
  • Helped research team with back-logged work
  • Complied with quality assurance goals and guidelines
  • Met and exceeded monthly goals upon hire
2010-062013-02

Certified Pharmacy Technician-Mail Order

WellCare Specialty Pharmacy
  • Certified Pharmacy Technician-Mail Order and Specialty
  • Filled prescriptions
  • Handled inbound calls from patients concerning all aspects of pharmacy
  • Packaged and shipped prescriptions
  • Billed for copays
  • Worked with management to create reporting documents
  • Trained new employees
  • Queue management(refill too soon, over the limit, credit card courtesy call, adjudication reject, prior authorization required)
  • Data entry Drug ordering

Education

Rassmusen College

B.S in Finance

Currently attending

20072009

Seminole State College

Pre-Pharmacy

Completed prerequisites for pharmacology

Skills

Proficient in:
  • All Microsoft platforms
  • Apple programs
  • Quickbooks
  • Wordpress
  • HTML5
  • All Cisco programs and management programs
  • Numbers oriented
  • Quick learner
  • Aggressive
  • Goal oriented