Kara J.

Kentner
1344 Hideaway Woods Dr Westerville, OH 43081 Phone: 614.843.3040 E-Mail: designsbykayjay@gmail.com

KJK

Objective
An experienced, motivated professional with Design, Communication, Client Relations, Technical Skills, Computer and Web Skills, Interpersonal and Leadership skills. Looking to expand and explore career opportunities within your company.

Experience
Resolution Team Lead, Medco Health Solutions 2008 - Present

As a Resolution Team Lead at Medco Health, I handled inbound escalated calls from Customer Service Representatives, and other departments as necessary. I acted as a liaison and single point of contact for many departments, working to service Client Services, Member Services, Physician Services, Pharmacy Services, Web Support, National Account Management, and more. Because of my high quality scores, I also handled secondlevel escalations, when a member was still unsatisfied after the first level of escalation. I trained all new employees to the department in our standard operating procedures, systems access, web support, and pharmacy services. This role also required me to utilize MS Office applications such as Word, Excel, PowerPoint, and Outlook on a daily basis. I was very successful in this role, being awarded several projects assigned by management, and multiple awards and compliments from both employees internally and Medco members externally. Online Content Manager, Fly Paper Online Magazine 2009 Present

As the Online Content Manager for Fly Paper Online Magazine, I have been responsible for creating, uploading, and managing content on the main website, and the blog site that is used as well. I am responsible for coordinating interviews and features, writing editorials, publishing entertainment news, as well as ensuring the content looks appropriate. I am actively involved in the process of restructuring our two websites into one, and am responsible for proper HTML coding, designing the layout of the web site, ensuring forms and links work properly, and setting up employee profiles on the site so that they can post content successfully.

Resolution Expert, Medco Health Solutions

2005 - 2008

As a Resolution Expert at Medco Health Solutions, I was responsible for handling both escalated and informational calls from Customer Service Representatives. Along with this, I was also responsible for handling both escalation and informational calls from our Pharmacy Services Representatives, or the pharmacy help desk. I was required to coach Customer Service Representatives on topics such as quality, accuracy, courtesy, and efficiency. It was my efficiency, attention to detail, and outstanding communication skills that allowed me to be rewarded another promotion to Resolution Team Lead. Customer Service Representative, Medco Health Solutions 2003 - 2005 I started my Medco career in an entry-level position as a Customer Service Representative. In this position, I handled inbound calls from Medco members and answered questions on prescription order status for the mail order pharmacy, prescription plan design such as co-payments, deductibles, etc., During my time as a Customer Service Representative I was able to also take place in several new hire training classes as a Subject Matter Expert and assist with answering questions. I also handled inbound Web Support calls, and answered emailed inquiries from our members. It was my knowledge on standard operating procedures, excellent phone statistics, and ability to work independently that allowed me to be rewarded a promotion to Resolution Expert.

Education
DeVry University 2010 - Current

I transferred in to DeVry University because I felt they had a better curriculum towards Web Design. I am currently majoring in Web Graphic Design, and will end the program receiving my Associates Degree in October 2011. I have taken classes focused on and developing advanced skills in programs like Photoshop, Dreamweaver, InDesign, Soundbooth, and Flash. At DeVry, I also continued educational excellence in maintaining a 4.0 GPA and receiving Presidents/Deans List honors. Franklin University 2006 - 2010

I originally enrolled into Franklin University in 2006 and entered their Bachelors program for Digital Communication. Ive always had an interest and a passion for the Arts: more specifically, technological arts in designing on the computer. I felt this degree would help launch me into the next chapter in my life, and as I got further into the curriculum at Franklin University I realized that it wasnt fully geared towards where I wanted to be professionally. At Franklin, I took several classes ranging from various types of communication classes, Java I and II, Graphic Design, Marketing, to Interpersonal Communication, and more. I was awarded Deans List every Trimester at Franklin University.

Skills
I am very confident in the skills I can offer you as an employee. I know the qualifications and skills I have will not only be an asset to your company, but to other employees as well. I take pride in all tasks I complete and love a new challenge. Here is a highlighted list of my skills:

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Successful in both creative and analytical thinking Strong attention to detail Expert communication skills: both written and verbal Self-Driven and Self-Motivated Career-driven and goal-oriented High organizational skills Great interpersonal skills: can interact positively with co-workers, other departments as needed, and management Efficient with both PC and Mac systems Effective at multi-tasking and producing a high work percentage in a fast-paced environment Creative, skilled, and confident decision maker; able to think outside of the box to create satisfactory solutions Able to positively encourage and/or influence through leadership and example