Customer Representative, 11/2006-3/2008
Provided inbound customer service in call center environment. Answered questions and responded to requests regarding domestic Express and Ground shipments, locations, rates, services, supplies, and claims. Utilized computerized system, including on-line database, Knowledge Management System, and FedEx Web site. Interacted by telephone and e-messaging with internal partners, including FedEx facilities, Customer Advocate Team (Tier 2), claims and account representatives, technical support, billing, and call center managers. Set up new business and individual accounts. Account set-up: Entered contact and shipping information. For customers requesting account with invoicing, checked creditworthiness on Experian Web site. For accounts set up with credit card, entered and verified credit card information.
Accomplishments:
- Promoted company's products and services with goal of generating additional/new business.
- Occasionally provided technical support; successfully helped callers navigate on company Web site.
Customer Service Representative, 4/2003-4/2005
Received inbound calls from advocates, patients, pharmacies, and prescribers. Resolved issues and responded to inquiries and requests pertaining to patient assistance programs Bridges to Access and Commitment to Access, both sponsored by pharmaceutical firm GlaxoSmithKline. Processed enrollments and determined eligibility. Explained program information and eligibility decisions. Other issues include: mail order refill requests, shipment inquiries, drug authorizations, patient eligibility inquiries, patient file inquiries/updates, pharmacy claim inquiries, form requests, Web site assistance, and file and call routing to other departments. Entered and processed data with computerized system. Documented issues and interactions in electronic patient files. Used Oracle database, on-line systems, Internet Explorer, Outlook e-mail, and, occasionally, Excel. Complied with HIPAA. Developed knowledge of healthcare payers and pharmaceutical terminology.
Accomplishments:
- Became experienced in collecting information, entering information in electronic patient files and other programs, and explaining program procedures and policies.
- Quality Award of Excellence Winner, 1/2004.