Petra Perez

Leave of absence due to a chronic medical condition that is now properly regulated. Cleared to be able to work full time

• Quickly assimilated technical concepts and new technology using available tools and resources to troubleshoot and interpret data to solve client needs.
• Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
• Ensured client requests are completed within required time frames that align to client satisfaction goals.
• Recognize challenging conversations and demonstrate positive language to resolve client needs.

• Acted as first point of contact and set appointments for prospective clients.
• Complied with HIPAA regulations in authenticating callers and sharing account information
• Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
• Acted as a liaison between medical professionals, staff, and clients in order to properly schedule appropriate appointments
• Managed over 45 customer calls per day

• Document issues and resolutions in a common database
• Handles inbound customer service phone inquiries from members, providers, physicians and internal and external clients related to pharmacy benefits
• Work with other operational departments to research and resolve mail order and claims issues and respond to members within performance agreement guidelines.

• Helped customers complete purchases, locate items and join reward programs.
• Restocked and organized merchandise in front lanes.
• Answered questions about store policies and addressed customer concerns.
• Used POS system to enter orders, process payments and issue receipts.
• Trained incoming cashiers