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Candidate's Name
TwaylaallnStreet Address
SummaryHighly personable Customer Service, Collection Professional, Life Insurance Broker with over fifteen years of experience in account management, claims, sales processing, call-center operations within the Credit card, Pharmacy, Property Preservation, collections industries, collections and life insurance. Talent for identifying customer needs and presenting appropriate company product and service offerings. Demonstrated ability to gain customer trust and provide exceptional follow-up, leading to increased repeat and referral business. Track record of assisting in the design and implementation of reporting procedures that reduce labor costs and improve customer-satisfaction ratings. Expertise in resolving escalated customer service issues. Secured numerous company achievement awards for delivery of exceptional customer service. Proficient with Microsoft Office System (including Microsoft Word, Microsoft Excel, Microsoft PowerPoint, Microsoft Access, and Microsoft Outlook) and Epic systems.ExperiencePatient Service CoordinatorUniversity Hospital- Warrensville Hts, OHAugust 2021- Present-Handle incoming calls from Home care patients needing to schedule.-Assist clinicians with updating and changing their schedules for the pediatric home care division.-Assist with filling out on call sheets as well as the weekend on call excel sheet.Pharmacy Benefits Manager CVSCaremark - Solon, OHOctober 2016 to August 2021-Handle inbound calls from members and Doctors whose medications have rejections -Approve medications -Make outbound calls to Doctors offices to perform Prior Authorization request or Non-formulary Exception request.Vendor RecruiterSafeguard Properties2012 to Present (Part-time)- Responsible for recruiting contractors, field inspectors, and lawn maintenance to work on foreclosed vacant properties until they are sold by the bank - Make over 150 calls a day - Achieving a goal of 30 leads a week which I am over achieving every month so farEducation and TrainingGraduated from Orange High School in 2001Attended Lakeland Community College where I received an Associates degree in Business.