Phillana Robinson
Long Beach
Summary
Dependable professional with track record of success in any field of work. Customer-focused individual with a passion for delivering exceptional service. Strong interpersonal skills with a talent for effectively addressing concerns. Conscientious, hardworking,excellent time management skills and excels at multitasking in fast-paced environments. Committed to improving customer/company satisfaction and driving positive outcomes. Skilled in rapidly acquiring new knowledge and applying it effectively.
Overview
14
14
years of professional experience
Work History
Audit and Compliance CPhT Analyst
Cencora
Orange
11.2021 - Current
- Determined consumer needs to provide products and services to help with any upcoming audits
- Analyzed company's expenditures and developed financial models.
- Oversaw quality control to identify inconsistencies and malfunctions.
- Monitored operations and reviewed records and metrics to understand company performance.
- Analyzed large datasets with statistical methods and software programs.
- Completed day-to-day duties accurately and efficiently.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Utilized various software and tools to streamline processes and optimize performance.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
- Maintained updated knowledge through continuing education and advanced training.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Exceeded customer satisfaction by finding solutions to problems.
- Assisted with customer requests and answered questions to improve satisfaction.
- Maintained positive working relationship with fellow staff and management.
- Maintained accurate records of all data collected during analysis processes.
- Utilized document management system to organize company files, keeping up-to-date and easily accessible data.
- Analyzed key performance indicators to identify effective strategies.
- Identified needs of customers promptly and efficiently.
- Audit pharmacies in our network to verify compliance with policies and procedures.
- Observing pharmacies compliance with their program requirements and reviewing purchasing habits to ensure pharmacies stay within require program thresholds.
Grievance Coordinator
United Healthcare
Cypress
11.2016 - 11.2021
- Analyzed grievances received from customers to determine the scope of investigation and resolution.
- Reviewed existing policies and procedures related to customers grievances for accuracy and effectiveness.
- Drafted letters notifying customers of decisions made regarding their grievances.
- Maintained updated knowledge through continuing education and advanced training.
- Worked with cross-functional teams to achieve goals.
- Recognized by management for providing exceptional customer service.
- Identified needs of customers promptly and efficiently.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Completed day-to-day duties accurately and efficiently.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Conducted thorough investigations into customers grievances by reviewing relevant documents, gathering evidence and finding the best solution to address members grievance.
Sr. Audit and Compliance CPhT Analyst
Optum Rx
Costa Mesa
07.2011 - 11.2016
- Implemented strategies for automating organizational processes.
- Collaborated with cross-functional teams on projects related to analytics initiatives.
- Analyzed large datasets with statistical methods and software programs.
- Maintained accurate records of all data collected during analysis processes.
- Identified opportunities for process improvements across the organization.
- Identified needs of customers promptly and efficiently.
- Audited company's legal documents to verify compliant policies and procedures.
- Implemented strategies to take advantage of new opportunities.
- Worked closely with human resources to support employee management and organizational planning.
- Identified areas for improvement, narrowing focus for decision-makers in making necessary changes.
- Oversaw quality control to identify inconsistencies and malfunctions.
- Analyzed key performance indicators to identify effective strategies.
- Evaluated needs of departments and delegated tasks to optimize overall production.
- Utilized document management system to organize company files, keeping up-to-date and easily accessible data.
- Created plans to propose solutions to problems related to efficiency, costs or profits.
- Drafted reports summarizing audit results while highlighting any irregularities or inconsistencies found during the process.
- Reviewed pharmacy dispensing logs for compliance with applicable laws and regulations.
- Prepared written reports summarizing audit results, findings, recommendations, and corrective actions taken.
Education
Bachelor of Science - Healthcare Management
University of Phoenix
Tempe, AZ11-2025
Associate of Science - Human Resources Management
University of Phoenix
Tempe, AZ05-2009
Skills
- Process enhancement
- Trend forecasting
- Big data analytics
- Strategic planning
- Continuous improvement
- Risk analysis
- Research and analysis
- Verbal and written communication
- Audit support
- Documentation and reporting
- Excel proficiency
- Critical thinking
- Report preparation
- Time management
- Analytical thinking
- Attention to detail
- Relaying complex information
- Evidence-based decision making
- Regulatory compliance
Timeline
Audit and Compliance CPhT Analyst
Cencora
11.2021 - Current
Grievance Coordinator
United Healthcare
11.2016 - 11.2021
Sr. Audit and Compliance CPhT Analyst
Optum Rx
07.2011 - 11.2016
Bachelor of Science - Healthcare Management
University of Phoenix
Associate of Science - Human Resources Management
University of Phoenix