Josephine Caldwell
Capreol,Canada
Summary
Experienced representative with a comprehensive background in customer service and client relations. Possesses strong knowledge of special authorization processes for various provinces, consistently excelling in resolving complex issues and enhancing customer satisfaction. Completed training for various drug manufacturers on adverse event (AE) rules. Demonstrates ability to foster positive client interactions and uphold high service standards.
Overview
19
19
years of professional experience
Work History
Customer Response Representative
Claimsecure
02.2020 - 10.2024
- Responded to customer, pharmacy and dental provider questions via telephone and written correspondence regarding insurance benefits, eligibility, and claims.
- Provided floor support for Customer Response Centre to assist agents with issues/problems.
- Assisted with training of new/current employees.
- Problem solve issues with Eligibility, Special Authorization, Pharmaceutical Strategies and Drug Exception departments.
- Assist pharmacies and patient support support programs with Special Authorization approvals/denials and troubleshoot pharmacy claims through Kroll.
- Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
Shift Coordinator
Burger King
11.2010 - 08.2011
- Responsible for restaurant operations during assigned shifts, including opening & closing restaurant
- Provided excellent customer service
- Set an example for team members by working hard to implement shift plan and ensure swift and smooth production
- Delegated in a way that encourages team to work together during shift to ensure the restaurant operates to company standards
- Demonstrated patience and a positive attitude with team
- Motivated team members to exceed customer expectations with food and friendly service in clean surroundings
- Directed, trained and motivated team members during shift on each of the workstations
- Adhered to compliance of government regulations, Market Policy, food safety, National Security Policy, operations and policies and procedures relating to all activities in the restaurant during the shift
- Completed checklists and procedures for cash reporting, inventory control, and scheduling during shift
Real Estate Advertising Consultant
The Flyer Magazine
02.2007 - 10.2010
- Company Overview: Real Estate Advertising Consultant
- Assisted Customers in determining which advertising avenue was best for their needs
- Selling line ad’s, inserts, flyer’s, mailers, and other display products
- Researched Market through various sources such as the Internet and Newspapers to establish customer base
- Followed up with current customers for renewals and new prospects on a daily basis and grew account base by 30 percent within one year period
- Established relationships with Realtors, Private Investors, Mortgage Brokers to structure advertising layouts for display and print
- Managed monthly expenditure of accounts, credit applications and was responsible for collection on unpaid/overdue accounts
- Real Estate Advertising Consultant
Inside Sales Representative
Citi Mortgage
09.2005 - 01.2007
- Managed Sales Force Accounts to assist with brokers loan submissions, locking rates, pricing, program scenarios, procedures and rate negotiations in call centre environment
- Teamed up with Account Executive to have record closing of 16 million in sales for October 2006 for Key Account
- Assumed responsibility of Account Executive on Key Account in her absence and day-to-day basis
- Proactively monitor expiring locks, compliance reports and other pipeline management for nine Account Executives to ensure utmost customer satisfaction and creating business opportunities
- Responsible for restructuring loan program’s when needed for customers to decrease cancellations and obtain best program packages
- Follow up with brokers on status requests and underwriting questions
- Provide Excellent customer service and established a professional rapport with the individuals responsible for using our services
Education
Safe Food Handling -
Ministry of Health
04.2019
WHMIS -
Norcat
Sudbury, ON03.2019
1st Aid/ CPR -
Canadian Red Cross
Sudbury, ON03.2019
CCS (Certified Customs Specialist) -
Canadian Society of Customs Brokers
01.1994
OSSGD -
Westwood Secondary High School
01.1986
Skills
- Communication skills
- Organizational skills
- Critical thinking skills
- Problem solving skills
- Interpersonal skills
- Ability to work independently
- Client Service
- Customer Support
Languages
English
Timeline
Customer Response Representative
Claimsecure
02.2020 - 10.2024
Shift Coordinator
Burger King
11.2010 - 08.2011
Real Estate Advertising Consultant
The Flyer Magazine
02.2007 - 10.2010
Inside Sales Representative
Citi Mortgage
09.2005 - 01.2007
WHMIS -
Norcat
1st Aid/ CPR -
Canadian Red Cross
CCS (Certified Customs Specialist) -
Canadian Society of Customs Brokers
OSSGD -
Westwood Secondary High School
Safe Food Handling -
Ministry of Health
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