Customer Service Representative

Handled 50–80 inbound/outbound calls daily, processing prescription refill requests, order placements, and patient inquiries with 100% adherence to HIPAA regulations. Entered and tracked prescriptions across multiple platforms including Magento, Salesforce, TruleeHealth, Shopify, and HubSpot. Coordinated sales campaigns managing text messaging accounts and patient responses. Managed the “Calls for RX” queue, contacting provider offices to secure prescriptions and verify accuracy. Maintained high-quality documentation and monitored company voicemail. Supported multiple system migrations and collaborated with IT during outages. Assisted in rollout of HubSpot and automated order processing. Maintained patient satisfaction and operational continuity during company transitions and staffing reductions.

Answered phones and customer inquiries via website. Handled customer complaints and coordinated with director of operations. Entered purchase orders into Mass500 software and managed logistics for freight and ground shipments. Managed product registrations and renewals with State Departments of Agriculture for fertilizers and pesticides. Completed various reports including tonnage and monthly statements. Handled customer invoicing, freight claims, and disputed freight invoices. Managed trade show logistics, mail distribution, office events, Google Drive product files, and office/warehouse supplies. Provided monthly expense reports using company credit card.

Entered work orders from warranty company portals. Managed inbound and outbound calls as sole phone operator during first year. Updated appointment dates and responded to technician and scheduler inquiries. Communicated with warranty companies regarding work orders and monitored updates.

Handled inbound and outbound calls in call center. Guided members through health requirements process to maintain insurance eligibility. Performed data entry between calls. Provided excellent customer service to help members keep benefits intact.

Handled high volume call center tasks including issuing return authorizations by phone and fax. Managed customer returns and order entry in Oracle. Packed shipments and printed shipping labels. Promoted to Customer Service Manager in 2013, supervising 3 employees and providing reports. Promoted to Sales Support and later Account Manager in 2014, working with sales teams and managing purchase orders in Oracle. Responsible for new item sheets, cost sheets, and inventory maintenance for multiple online marketplaces including Amazon, eBay, HSN, and Wayfair. Translated owner manuals from English to Spanish.