Kaitlyn Strait
Perry
Summary
Highly motivated, with5+ years in customer service. Possessing knowledge of financial modeling, data analysis, and investment strategy. Experienced with risk assessment, fraud identification and prevention, and data analysis. Alongside Call Center Agent with2 years experience in providing customers with premium assistance over the phone on company products to ensure full satisfaction. Highly driven and hard working professional who gets the job done right with excellent communication and negotiation skills. HIPPA experience. Experienced cashier with5+ years of retail experience providing exceptional customer service, handling cash transactions and using point of sale systems. HIPAA certified with experience in pharmacy and prescription dosage, overrides and prescription claims Detail-oriented with excellent customer service and communication skills. Capable of maintaining accurate records and efficiently processing transactions.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Pharmacy Help Desk
Everise
09.2024 - Current
- Assist pharmacist with Medicare/medicaid issues
- Overrides for prescriptions
- Provide information about clients insurance coverage, what is included in the customer’s benefit plan, addressing copays, and assisting with coverage determination
- Handle prescription refills, order status updates, and tracking
- Educate customers on online self-service for updates and help troubleshoot these self-services
- Empathize and resolve concerns to simplify the customer’s healthcare experience
- Navigate through multiple computer applications with speed & accuracy
- Adapt to learn new call types when business needs change & flex support in those areas
- HIPAA certification
- Manage complex pharmacy inquiries, analyze medication interactions, and provide data-driven solutions to enhance patient care and safety
- Initiate authorizations
- Dosage calculating
Resolution Coordinator Call Center
Walmart
10.2023 - 02.2024
- Provided suitable risk management measures and aided with100% risk management implementation
- Analyzed customer data to identify potential fraudulent activity
- Take calls from customers answering questions or addressing any concerns they may have
- Monitored customer accounts for suspicious activity and conducted investigations as needed
- Collaborated with other departments to develop and implement strategies to prevent fraud
- Provided exceptional customer service with efficient, prompt resolutions
- Answered calls, live chats, and emails
- Investigated accounts and determined refund ability
- Descalate customers and situations
Delivery Driver
Fedex Ground
08.2021 - 08.2023
- Monitored and reported any vehicle maintenance and repair needs
- Conducted daily pre-trip and post-trip inspections of delivery vehicle
- Ensured packages were properly labeled and organized for efficient delivery
- Maintained accurate and up-to-date records of deliveries
- Assisted with loading and unloading of cargo
- Skilled in safely maneuvering delivery vehicle in congested and busy streets
- Build and maintain relationships with customers
- Operate handheld
- Obtain signatures from customers and businesses
Cashier Team Lead
Hobby Lobby
05.2017 - 08.2021
- Answered customer telephone calls promptly and appropriately
- Participated in training new and existing cashiers, utilizing all available tools to coach, develop, and mentor them regarding proper policies and procedures
- Balanced currency, coins, and checks in cash drawers at the end of my shift
- Recommended, selected, and helped locate and obtain out-of-stock products based on customer requests
- Maintained high levels of productivity by efficiently processing cash, credit, debit, and voucher program payments for customers
- Maintained checkout operations by following policies and procedures and reporting any needed adjustments
- Maintained awareness of surroundings and secured cash to prevent potential losses
- Order and restock inventory
- Maintained Department cleanliness and organization
Assistant Store Manager
Friendly Express
08.2016 - 05.2017
- Created and maintained store displays
- Maintained store appearance and cleanliness
- Scheduled staff shifts and assigned tasks to ensure efficient store operations
- Maintained compliance with company policies and procedures
- Oversaw store inventory and ordering of new merchandise
- Assisted in the development of marketing strategies to drive sales
- Generated daily, weekly and monthly reports
- Executed store opening and closing procedures
- Trained and coached staff on customer service techniques and product knowledge
- Developed and maintained relationships with vendors and suppliers
- Ensured store adherence to health and safety regulations
- Monitored staff performance and provided feedback for improvement
- Increased customer satisfaction by providing excellent service
Education
High School Diploma - undefined
Cape Coral High School
Cape Coral, FloridaSkills
- Call center
- Chatbot
- Live chats
- Emails
- Team work
- Remote work
- Inventory management
- Cash handling
- Data analysis
- Sales
- Account review
- Fraud prevention
- Assistant management
- Deposits
- Technical assistance
- Risk management
- Customer satisfaction
- HIPAA certified
- Pharmacy terminology
- Prescription overview and processing
- Insurance terminology
- Medicare/medicaid/ med D
- Medical insurance
- Prescription dosage calculation
Languages
English.
Certification
HIPPA
Timeline
Pharmacy Help Desk
Everise
09.2024 - Current
Resolution Coordinator Call Center
Walmart
10.2023 - 02.2024
Delivery Driver
Fedex Ground
08.2021 - 08.2023
Cashier Team Lead
Hobby Lobby
05.2017 - 08.2021
Assistant Store Manager
Friendly Express
08.2016 - 05.2017
High School Diploma - undefined
Cape Coral High School
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