Additional Employment

Customer Representative, 11/2006-3/2008
Provided inbound customer service in call center environment.  Answered questions and responded to requests regarding domestic Express and Ground shipments, locations, rates, services, supplies, and claims.  Utilized computerized system, including on-line database, Knowledge Management System, and FedEx Web site.  Interacted by telephone and e-messaging with internal partners, including FedEx facilities, Customer Advocate Team (Tier 2), claims and account representatives, technical support, billing, and call center managers.  Set up new business and individual accounts.  Account set-up: Entered contact and shipping information.  For customers requesting account with invoicing, checked creditworthiness on Experian Web site.  For accounts set up with credit card, entered and verified credit card information.
  • Promoted company’s products and services with goal of generating additional/new business.
  • Occasionally provided technical support; successfully helped callers navigate on company Web site.

MCKESSON SPECIALTY ARIZONA, INC., Specialty Pharmaceuticals Call Center, Scottsdale, Arizona
Customer Service Representative, 4/2003-4/2005
Received inbound calls from advocates, patients, pharmacies, and prescribers.  Resolved issues and responded to inquiries and requests pertaining to patient assistance programs Bridges to Access and Commitment to Access, both sponsored by pharmaceutical firm GlaxoSmithKline.  Processed enrollments and determined eligibility.  Explained program information and eligibility decisions.  Other issues include: mail order refill requests, shipment inquiries, drug authorizations, patient eligibility inquiries, patient file inquiries/updates, pharmacy claim inquiries, form requests, Web site assistance, and file and call routing to other departments.  Entered and processed data with computerized system.  Documented issues and interactions in electronic patient files.  Used Oracle database, on-line systems, Internet Explorer, Outlook e-mail, and, occasionally, Excel.  Complied with HIPAA.  Developed knowledge of healthcare payers and pharmaceutical terminology.
  • Became experienced in collecting information, entering information in electronic patient files and other programs, and explaining program procedures and policies.
  • Quality Award of Excellence Winner, 1/2004.

Call Center Sales Representative, 5/2002-11/2002
Originated home mortgage refinance and home equity loan applications through outbound calls to homeowners.  Responded to inquiries regarding application questions.  Entered and processed loan application information with computerized system.  Maintained follow-up/call-back and “do not call” logs.
  • Top representative for 7/2002 in terms of loan volume; received $300 monthly bonus and $50 gift certificate.
  • Produced high quality loan applications.  Ranked among top 3 representatives in terms of loan volume to commission ratio; commission based on number of loan applications.
  • Routinely attained or surpassed sales goals (loan applications) via financial needs analyses and customized presentations.
  • Consistently completed 45-60 applications every 2 weeks; Social Security Number required to receive credit for application.
  • Overcame objections and asked probing questions to understand financial needs of potential customers.

U.S. CENSUS BUREAU, Local Census Office, Beaverton, Oregon
Enumerator, AD-0303-00, 3/2000-8/2000
Worked independently with little supervision.  Completed Census 2000 questionnaires by means of in-person and telephone interviews.  Drove car to in-person interview sites.  Located housing units using maps.  Addressed respondent questions and concerns regarding Census 2000.  Audited and finalized questionnaires.  Determined Census Day unit status.  Entered status codes in address registers.
  • Effectively communicated with respondents to consistently obtain accurate data.
  • Exceeded productivity requirements.  Ranked among top 3 Enumerators in Polk County in terms of productivity.
  • For duration of project, received compliments and, after completion of project, letter of recommendation from Crew Leader.

MORROW COUNTY, Heppner, Oregon
Project Assistant, 6/1994-8/1994
Member of 4 person team; individual and shared duties.  For Morrow County Project, collected sales, revenue, income, expense, and tax data from individual households, businesses, and government units through in-person interviews; entered data in questionnaire forms.  Drove car to interview sites.  Located housing units using maps.  Audited questionnaires.  Prepared correspondence.  Arranged interview times by telephone.  Joint project of Morrow County and Oregon State University Department of Agricultural and Resource Economics.
  • Generated random sample of individuals to interview using Statgraphics.  
  • Created database of individuals, businesses, and government units.
  • After project completion, earned praise and received recommendation from project leader (professor).

Program is part of OSU Extension Service and Department of Crop and Soil Science.  Seed potato certification provides commercial potato industry with potato seedstock relatively free of disease-causing organisms.
Student Worker/Program Assistant, 10/1993-3/1994
Worked independently with close supervision.  Propagated potato plants in greenhouses: prepared seed pieces for planting, planted seed pieces, and watered seed pieces and plants.  Maintained logs.

Delivery Driver, 1/1991-7/1992
Worked independently with little supervision.  Delivered portrait plan certificates to customers.  Collected payment.  Answered questions regarding portrait plan and business.  Filled in as telemarketing call center supervisor when supervisor not present.
  • Driver of the Year, 1991.
  • As substitute supervisor, supervised 5 telemarketers, completed and mailed weekly payroll paperwork, and made weekly bank deposits.