Supported the contact centers’ goal of delivering high quality service and addressing patient’s needs by completing call observations, attending call calibration sessions, presenting quality expectations in new hire training classes, and by providing detailed documentation to supervisors and operational leadership for coaching purposes and trending analysis.• Consistently exceed performance expectations• Monitored agents’ adherence to established business processes and standards• Trained new associates on business processes and company quality standards• Compiled, analyzed and reported on key business indicators and trends to improve operational processes and overall agent performance• Served as a subject matter expert to management and team members• Partnered with leadership to assist with Patient Care Advocate quality development• Monitored and analyzed interdepartmental work orders for accuracy, compliance

• Provided rideshare services throughout the Greater Minneapolis-St. Paul Area metropolitan area

Provided primary support regarding prescription plans, benefits and medications for the U.S. Department of Defense account and directed members to appropriate sources when necessary. Maintained client database and enforced strict data security standards. • Handled inbound and outbound Customer Service inquiries from multiple stakeholders regarding pharmacy benefits, while maintaining productivity standards and applicable performance guarantees• Assisted members in understanding and maximizing the use of their pharmacy distribution program• Researched and resolved problems in a timely manner including appropriate escalation and documentation• Worked with other departments to research and resolve mail order and claim issues• Maintained accurate and complete documentation of all inquiries in order to improve the customer service process, reduce potential legal concerns, and escalate issues for resolution