Casey A Reid

1536 West 900 South, Salt Lake City,  UT 84104

(801) 759-4035

Casey.Reid1980@gmail.com

QUALITY CUSTOMER SERVICE PROFESSIONAL

Profile

·                More than 10 years’ successful experience in Customer Service and Data Entry fields with recognized strengths in account maintenance, problem-solving and trouble-shooting, and creating training materials outlining new procedures and how to successfully work with them.

·                Possess solid computer skills.

·                Excellent working knowledge using Windows systems; Microsoft Excel, Microsoft Word, Microsoft Power Point, Microsoft Office, and Adobe.

·                A team player, acknowledged as “Total Quality Customer Service Professional.”

Synopsis of Achievements

·                Beta tested and helped troubleshoot the new Salesforce.com program prior to official roll-out, and continued to find problems and fixes once it did roll out.

·                Created training documents, and held training classes for new employees.

·                Always the first to be asked to test a new product, procedure or system.

·                Assisted in creating and establishing a dedicated QA team, to take the work load from the Team Lead/Supervisor, and let them focus on their duties.

Employment

HCA MountainStar, Salt Lake City, UT

2009 - Present

Customer Service, Intake/Data Entry, Patient Portal, QA

·                Work on a team specializing in accurately entering patient data and catching/correcting errors.

·                Cross trained to support any other department as needed for coverage to remain within our Service Level Agreements.

·                Top of the team for Quality. Always looking for ways to improve our functions and our quality.

·                Pioneered the Patient Portal online health records program, and assisted in troubleshooting, running reports, and training new representatives.

·                Worked with MyChart Online Health Portal for some of our Hospitals and Clinics. Assisted in training new representatives.

RXAmerica LLC/Caremark, Salt Lake City, UT

2005-2009

Customer Service Supervisor

·                Worked with over 120+ agents, as a Senior Agent. Taking supervisor calls, and coaching agents 1-on-1 to solve problems.

·                Designed training documentation for several Prescription Drug Insurance Plans. Trained agents as needed to field those calls.

·                Trained new agents, including Team Leads, on how to use the system.

·                Created a “Team Coach” position on nearly every team for top performing agents to share success with those in need.

Education

Salt Lake Community College, Salt Lake City, UT

2001

G.E.D.