Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

KEVIN KANE

ESCONDIDO

Summary

In my current employment, I have been the top-ranked employee in my department for the past 12 months, with a work-per-hour percentage of 200% or more consistently. I am seeking long-term employment in a role that is both challenging and rewarding.

Customer Service Representative with over 13 years of experience including management, excelling in relationship building and workflow optimization. Demonstrates a strong commitment to enhancing customer satisfaction through effective problem-solving and process improvement. Skilled in conflict management and team collaboration, consistently adapting to meet evolving customer needs, and driving operational excellence.

Overview

18
18
years of professional experience
1
1
Certification

Work History

Senior Customer Service Representative

OptumRx
Carlsbad
02.2012 - Current
  • Answer calls from patients and doctor's offices to help patients obtain their medications and schedule deliveries.
  • Work with doctors' offices and insurance plans on helping patients obtain their needed prior authorizations. Developed skills in bridging authorization processes between our pharmacy, the doctor's offices, and insurance plans.
  • Resolve customer inquiries swiftly, boosting satisfaction and retention through strong patient and client ties.
  • Evaluate customer feedback for actionable insights, implementing strategies that optimize service delivery and operational performance.
  • Collaborate with team members to refine processes, leading to a more efficient customer service environment, and improved service outcomes.
  • Demonstrate a strong work ethic and punctuality, and be committed to continuous learning and adapting to meet evolving customer needs.
  • Helped work with numerous pilot programs that were streamlined and implemented throughout all of OptumRx.

Assistant Manager

Border's Books
Oceanside
02.2010 - 02.2012
  • Resolved customer inquiries and complaints requiring management-level escalation.
  • Assigned work and monitored the performance of team members' responsibilities.
  • Collaborated with management on developing strategic plans for achieving business goals.
  • Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
  • Provided guidance and support to junior staff members on daily tasks, projects, and objectives.

Assistant Manager

Domino's Pizza
Oceanside
06.2007 - 02.2010
  • Resolved customer inquiries and complaints requiring management-level escalation.
  • Analyzed sales data and financial reports to identify trends and areas for improvement.
  • Provided guidance to employees on proper customer service techniques and procedures.
  • Conducted performance evaluations for staff, providing feedback and setting goals for improvement.
  • Reviewed invoices from vendors for accuracy prior to payment processing.
  • Implemented cost control measures to reduce expenses and increase profitability.
  • Managed inventory levels, ordering supplies as needed to maintain stock.

Education

ASSOCIATES IN ARTS -

MiraCosta College
Oceanside
12.2010

Skills

  • Team Collaboration
  • Process Improvement
  • Adaptability
  • Problem solving
  • Multitasking
  • Conflict Management
  • Customer Advocacy
  • Quality Assurance
  • Workflow Optimization
  • Relationship building
  • Empathy
  • Time optimization
  • Team leadership

Certification

  • Microsoft Office (Word, Excel, PowerPoint, and Outlook)
  • Google Workspace (Docs, Sheets, Slides, Drive)

Timeline

Senior Customer Service Representative

OptumRx
02.2012 - Current

Assistant Manager

Border's Books
02.2010 - 02.2012

Assistant Manager

Domino's Pizza
06.2007 - 02.2010

ASSOCIATES IN ARTS -

MiraCosta College

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KEVIN KANE