Alicia Croff
TUCSON
Summary
Dynamic Pharmacy Customer Service Representative with extensive experience at OptumRx, adept at resolving customer inquiries and optimizing patient outcomes. Proven track record in confidentiality compliance and effective communication, ensuring seamless service delivery. Recognized for reducing call wait times and enhancing customer satisfaction through proactive problem-solving and collaboration.
Overview
12
12
years of professional experience
Work History
Pharmacy Customer Service Representative SR
OptumRx Mailing Pharmacy
11.2021 - Current
- Demonstrated adaptability through cross-training in various roles within the pharmacy setting to better serve customers as needed.
- Collaborated with pharmacists to resolve drug therapy issues, optimizing patients'' overall health outcomes.
- Supported team members in achieving company goals by consistently meeting individual performance targets.
- Managed confidential patient records with meticulous attention to detail while upholding privacy standards.
- Answered customer questions regarding prescribed medications, over-the-counter products, and insurance coverage.
- Processed payments, returns and exchanges using pharmacy system to accurately manage transactions.
Inbound Call Center Representative
Afni Inc, Verizon
10.2019 - 11.2021
- Reduced call wait times by efficiently managing call queues and prioritizing urgent requests.
- Answered phone with friendly greeting to create positive inbound calling experience for customers.
- Handled high volume of inbound calls per shift to offer callers product and service information and generate quotes.
- Escalated complex issues appropriately to management or specialized departments for further resolution when necessary.
Kitchen Staff, Shipper, Office Manager
Vivapura Llc,
04.2013 - 11.2019
- Maintained a clean and organized workspace, adhering to strict hygiene standards for optimal food safety.
- Maintained clean, trash-free workspaces to maximize productivity and safety.
- Cleaned and sanitized dishes and utensils, consistently keeping adequate supplies on hand for expected customer loads.
- Contributed to positive workplace culture through strong teamwork, open communication, and a commitment to excellence.
- Labeled, stacked and staged packages and boxes in designated warehouse areas to maintain organization.
- Used protective equipment such as moving pads and plastic wrap to prevent product damage.
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
Education
No Degree - Pharmacy Technician
Penn Foster Career School
Scranton, PA01-2026
Skills
- Confidentiality compliance
- Answering customer questions
- Medication refill
- Patient confidentiality
- Processing payments
- Resolving customer issues
- FDA and HIPAA compliance
- Customer service
- Call center experience
Timeline
Pharmacy Customer Service Representative SR
OptumRx Mailing Pharmacy
11.2021 - Current
Inbound Call Center Representative
Afni Inc, Verizon
10.2019 - 11.2021
Kitchen Staff, Shipper, Office Manager
Vivapura Llc,
04.2013 - 11.2019
No Degree - Pharmacy Technician
Penn Foster Career School
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