Experience

Grane Rx

• United States
• Hospitals and Health Care
• 100 - 200 Employee

• Customer Service Associate

  • Jun 2017 - Present

  Coordinating medications for Home Health patients and SNF Rehab patients returning home. Responsible to make sure all medications are accounted for and set up to arrive monthly for patient. Handling new medications and refills through Primary Care Physicians office. Making outbound calls to PACE Centers, courier service and back up pharmacies as needed. Triage all incoming prescriptions and communications to correct area in the Pharmacy. Working with Pharmacists to make sure necessary medications are packaged and promptly sent. Customer support experience – passion for excellence with respect to treating and caring for customers. Strong attention to details, preventing errors and solving problems. Strong phone contact. Strong work ethic and team player. Experience using word processing, Framework, Salesforce, internet, outlook e-mail and pharmacy information systems. Handling a great deal of multi-tasking on a daily basis. Worked remote for 1 year due to Pandemic. Working remotely at this time in a hybrid situation. Show less



ZOLL Medical Corporation

• United States
• Medical Equipment Manufacturing
• 700 & Above Employee

• Account Coordinator

  • Aug 2014 - Mar 2017

  Supporting Territory Managers with promotion of the LifeVest by coordinating patient appointments with PSRs (Technicians), including fittings, follow-up visits and in-services. Responsible for ensuring time to fit metric is met and, in collaboration with Territory Manager, selecting the PSR for assignment. Ensuring that PSR and depots have sufficient inventory, dispersing equipment as needed, while also determining shipping methods based on cost versus need. Reconciling equipment inventory with PSR and depot to ensure all inventory is accounted for. Acting as the single point of coordination for all company communications with assigned physicians. Acting as a liaison between all internal and external customers Providing quality and timely customer support for product installations and post installation inquiries Maintains appropriate documentation and patient records pertaining to prescription of and installation of LifeVest. Show less



Dominion Retail

• United Kingdom
• Retail

• Customer Care Coordinator

  • Sep 2008 - Jun 2014

  Oversee agents selling and servicing customers for gas and electric generation in conjunction with monitoring and coaching agents to maintain high quality of calls and phone statistics. Handle customer escalations defusing volatile customer situations calmly and courteously and answer formal PUC complaints. Prepare reports and communications for senior management and clients. Initiated new monitoring system upon arrival. Received Six Sigma Blue Belt defining monitoring procedures. Reduced complaint response time from 48 hours to 24 hours. Designed and implemented a monthly call center newsletter. Execute all inventory ordering and distributing for call center. Provide incentive to increase productivity by offering employees awards for best customer service. Show less



PNC Bank

• United States
• Financial Services

• Lead

  • Oct 2006 - Sep 2008

  Trained staff on how to improve customer interactions. Formulated and enforced Service Center policies, procedures and quality assurance measures. Provided employees with performance reviews and necessary disciplinary processes. Addressed customer service inquiries in a timely and accurate fashion. Maintained up-to-date records at all times.Trained staff on how to improve customer interactions. Formulated and enforced Service Center policies, procedures and quality assurance measures. Provided employees with performance reviews and necessary disciplinary processes. Addressed customer service inquiries in a timely and accurate fashion. Maintained up-to-date records at all times.Developed process improvements to enhance efficiency and effectiveness of inter-department call center operations.Collected customer feedback and made process changes to exceed customer satisfaction goals.Always maintained team key performance indicators at or above requested levels. Show less

• Senior Sales Consultant II

  • Mar 1997 - Oct 2006

  Performed duties from the origination of loans, through all processes of selling and servicing banking needs via inbound and outbound call center. Sold Home Equity Loans, Personal Loans, deposit products and services. Demonstrated strong telephone skills and maintained high degree of professionalism during prospecting calls.Established and maintained customer satisfaction in order to enhance customer relationships.Exhibited proactive sales techniques that lead to increased revenue for the Bank.Demonstrated exceptional product knowledge.Demonstrated high level of courtesy and efficiency.Promoted to Team Lead. Show less