1. 4205 S Semoran Blvd Unit 12
Orlando, FL 32822
407.492.4990
SOrtiz@express-scripts.com
SUSAN ORTIZ
OBJECTIVE To be a contributing team member and foster a positive work environment
where I can utilize my skills and experience in implementing policy and
procedural updates, motivating & developing others, and provide excellent
customer service to all clients on a consistent basis.
QUALIFICATIONS 25 years of customer service experience from all areas ranging from
representative, team lead, & management level experience
EXPERIENCE ACCREDO PRIOR AUTHORIZATION TEAM LEAD
9/2012-Present
 Monitor staffing to ensure adequate staffing is available to meet SLA
goals.
 Daily interaction with multiple sites ensuring productions levels are
maintained based on departmentalgoal.
 Works remotely while interacting with multiple sites efficiently and
effectively.
 Monitor and develop strategic plans based around Quality to assist
current staff achieve passing scores.
 Conduct coaching sessions with representatives to work on areas of
opportunity, provides praise, and feedbackon areas based around
customer service.
 Performs audits and provide feedbackto all applicable parties involved.
 Handle escalations and follow through with current client base.
ACCREDO PHARMACY INTAKE
2/2012-9/2012
 Handle inquiries from members, providers, physicians, and both internal/externalclients
related to pharmacy benefits.
 Handle complex issues and resolve them with extensive research and relay all findings in a
timely manner to all parties involved.
 Assisted members with maximizing their knowledge base around their pharmacy
distribution program.
 Maintained database that housed documented issues and resolutions for frequently
recurring issues.
 Worked interdepartmentally to assist members and get answers to questions.
 Maintain documentations accurately to improve client experience and reduce any potential
legal concerns.

2. AT&T Wireless - TECHNICAL SUPPORT/ADVANCED NETWORK SERVICES TEAM
10/1998-9/2009
 Nominated and won Circle of Excellence award
 Created & maintained criteria for representatives to perform job functions
 Schedule & Manage representatives to troubleshoot and assist with data issues in
chat forum with client base.
 Monitored quality assurance and coached representatives on quality standards
 Managed and developed Level III support representatives
 Acted as a resource for Level III representatives for network support issues.
 Participated in weekly conference calls for RIM support and Quality calibrations to
support and streamline alignment throughout call centers globally.
 Monitored daily KPI for al Level III & IV representatives to ensure all statistical
measures were met.
AT&T Wireless – Resolution Supervisor
 Handle escalated customer complaints
 Manage forecasting of calls into applicable queues
 Manage split skills and change reps when needed
 Evaluate representatives performance and coach areas of opportunity
 Prepare reports that rolled up to management & senior management
 Participate in hiring of new employees
 Responsible for making sure departmental goals were met based on company
standards