Troubleshoot customer issues, which involve: Research of products, services, procedures and regulations in order to resolve problems for government pharmacy accounts. Also consult vendors and distribution centers to resolve customer inquiries. All while building relationships with our government accounts customers. • Document pertinent information in tracking system for our company’s largest account.• Utilize time management skills to handle high volume of calls with accuracy while meeting department goals.• Practice company’s shared principles of Integrity, Customer Centered, Accountability, Respect and Excellence• Develop and maintain strong relationships with government agencies as well as internal customers.

Document each interaction with hospital pharmacies. Provide thorough and accurate notes regarding each interaction and follow up. Listened for unspoken ques to provide effortless customer service on each call. • Consistently received 15% monthly bonus by meeting all company goals• Provided detailed notes to customers both written and verbally to ensure pharmacies received the most accurate information to perform their daily tasks for their patients.

Assist large retail national pharmacies with quality customer service on each call. Answer inbound calls to place orders, fax documents, inquire about shortages as well as escalating requests to appropriate departments. • Met all departmental goals including schedule adherence, attendance, and quality assurance. • Worked efficiently with multiple computer applications while simultaneously taking customer calls

Responded to and resolved customer disputes and ad hoc questions requiring complex research. Analyzed invoices for “red flag” and reconciled the invoices with corresponding receipts to authorize payment. Planned and prioritized work activities daily to achieve desired results within required time frames for 23 stores. • Processed 150 to 175 invoices each week, as well as process store financial requests, to meet monthly goals.• Assisted with start-up of new division in 2017. Answered questions for new specialists and helped clear backlog of stores to get invoices within service-level agreement.• Selected for quality control to review and approve all steps of invoice cycle for multiple divisions.

Completed financial transactions including withdrawals and changes to investment allocations. • Researched and executed special requests made by Financial Service Representatives • Consistently provided top customer service while adhering to company-required schedules and guidelines.

Investigated and resolved escalated calls regarding internal and external customer concerns including endorsements, new business, coverages, rate changes, renewals and general claims questions. Assisted representatives with auto, home and renters’ policies. Maintained knowledge of regional office strategic plan to help achieve profit and growth goals. Facilitated team meetings regarding updated company policies and handling billing calls. Investigated insured’s policy for reinstatement, based on eligibility. Recorded detailed, legally binding notes in activity history for every call. Adhered to call service schedule to ensure availability to service the customer. Created new business and processed endorsements for auto, property insurance. • Ranked 1st among 18 peers in 2013; Stats measured included: sales, call quality and customer satisfaction.• Developed reference guide published on company Intranet to assist representatives with handling calls related to companywide error. • Performed key role in developing, distributing, and encouraging use of billing scenarios to assist representatives with handling billing inquiries, resulting in increase in customer satisfaction companywide from 78% to 84%.• Examined coverages and deductibles with insureds, including their policy limits to assist customers with picking appropriate coverage for their insurance needs. • Evaluated policies, processes procedures to recommend changes to management to improve productivity, reduce expense and/or enhance customer service.• Responded promptly to fast paced telephone inquiries regarding policy change requests, new business and rate changes.• Consistently provided outstanding customer service while mitigating issues for irate customers.• Accurately wrote new business for new and existing insureds in addition to verifying each policy received all trailing documents required on time by setting up follow ups and contacting the customer as needed.