• Ensuring touchpoints with the customer are handled in an efficient manner throughout their journey.• Supporting the Customer Experience team to connect with value to our customers, analog and digitally.• Assisting in Customer projects, verifying need and offering digital solutions.• Onboarding of new employees, training the wider global team on new processes and tools, managing LMS updates and adherence.• Standardization of processes and streamlining of the same, reducing… Show more • Ensuring touchpoints with the customer are handled in an efficient manner throughout their journey.• Supporting the Customer Experience team to connect with value to our customers, analog and digitally.• Assisting in Customer projects, verifying need and offering digital solutions.• Onboarding of new employees, training the wider global team on new processes and tools, managing LMS updates and adherence.• Standardization of processes and streamlining of the same, reducing manual intervention.• Conducting internal audits, updating procedures, creating consequent training plan.• Participating and answering audits for the Customer Success department, processing findings as advised.• Contributing to the adoption of the Online Webstore, OCR, and EDI.• Expanding the use of West Digital for all three groups within the department.• Increasing data adoption to enable to improve decision making process, tracking operational metrics. Show less

• Executed and managed the investigation processes associated with claim validation, including the research, issuance of return authorizations, and final decisions on resolution (credit or denial).• Administered transactional processes associated with the order to cash and reverse distribution operations to ensure compliance and accuracy of downstream reporting systems.• Managed the resolution of customer issues from receipt-of-order to patient use. Resolved customer order and billing… Show more • Executed and managed the investigation processes associated with claim validation, including the research, issuance of return authorizations, and final decisions on resolution (credit or denial).• Administered transactional processes associated with the order to cash and reverse distribution operations to ensure compliance and accuracy of downstream reporting systems.• Managed the resolution of customer issues from receipt-of-order to patient use. Resolved customer order and billing discrepancies via credit issuance, extended dating, or product replacement when appropriate.• Provided front-line contact and support for the entire spectrum of wholesale, specialty and retail, clinic, healthcare providers, and public customers purchasing, distributing, and using GSK products.• Developed and maintained strong customer relationships in an effort to better understand the needs of the various Market Access channels; executeed service strategies designed to create a competitive advantage.• Cultivated a high level of technical and operational knowledge of our business process, using SAP and software applications to instantaneously respond to customer issues. Show less

• Ensured operational effectiveness, oversaw training and development, supported management in quality assurance, and provided leadership to the team.• Managerial responsibilities included the handling of escalated calls, developing workflow and SOPs, retraining, clearing queues and dismissing for end of business.• Responsible for ongoing daily support with escalations and complex case research to ensure the effectiveness of the team.• Identified and implemented areas of opportunity… Show more • Ensured operational effectiveness, oversaw training and development, supported management in quality assurance, and provided leadership to the team.• Managerial responsibilities included the handling of escalated calls, developing workflow and SOPs, retraining, clearing queues and dismissing for end of business.• Responsible for ongoing daily support with escalations and complex case research to ensure the effectiveness of the team.• Identified and implemented areas of opportunity for improvement - including training needs, process enhancements, technology needs, and performance management risks. Show less

• Developed new hires into effective team members through training on company culture, systems, product knowledge, and service model.• Subject matter expert on life, disability, and accident claims; policy administration and billing; technical support and contracts; new and existing annuities; and quality control.• Overhauled the service interaction between Customer Care and the regional sales offices, adding processing functionality to the service department's repertoire.•… Show more • Developed new hires into effective team members through training on company culture, systems, product knowledge, and service model.• Subject matter expert on life, disability, and accident claims; policy administration and billing; technical support and contracts; new and existing annuities; and quality control.• Overhauled the service interaction between Customer Care and the regional sales offices, adding processing functionality to the service department's repertoire.• Streamlined, launched, and trained representatives on a new paperless application system for our Medical Underwriting Department.• Created user guides approved for both internal and external users for navigating the group insurance portal.• Promoted success through mentoring existing and recent hires - particularly in service quality, systems, and processes. Show less

• Top membership seller in the district.• Oversaw the daily operations of the cashier team, ensuring smooth and efficient transactions.• Trained cashiers on proper cash handling procedures, customer service techniques, and store policies.• Managed cash registers, including opening and closing procedures, cash counts, and preparing daily financial reports.

• Supported the launch of American Express' Small Business Saturday by researching markets, contacting and coordinating with liaisons, creating training materials, and analyzing results.• Worked closely with the CEO in project development, targeted outreach, and special events.• Developed marketing and communication materials.• Using superior verbal and written communication skills, fostered relationships with potential business partners and wrote speeches for seminar presentations.