Sussan Cohen-Milošević

Sussan Cohen-Milosevic Customer Service Remote m.sussan79@gmail.com +385998232898 Professional Summary I am a self starter, dependable, loyal and honest person. I work well on my own, but also love working as a team. Work Experience Customer Service Specialist MintRX-West Palm Beach, FL March 2020 to July 2025 Client Care / Pharmacy Call Center Specialist Mintrx → Sedona Pharmacy (Remote) • Handled 50–80 inbound/outbound calls daily, processing prescription refill requests, order placements, and patient inquiries with 100% adherence to HIPAA regulations. I also supported clients via chat and email. • Entered and tracked prescriptions across multiple platforms (Magento, Salesforce, TruleeHealth, Shopify, HubSpot), ensuring accuracy and timely fulfillment. • Coordinated sales campaigns by managing 3 text messaging accounts, monitoring 200–250 patient responses per campaign, and routing requests to appropriate queues, boosting patient engagement and order fulfillment. • Managed the “Calls for RX” queue, contacting provider offices to secure prescriptions, verify accuracy (medication, dosage, quantity), and obtain approvals via fax, e-scripts, or verbal authorization. • Maintained high-quality documentation by updating patient charts and ensuring seamless transition through treatment and order fulfillment pipelines. • Monitored and responded to company voicemail daily, improving patient satisfaction by reducing response delays. Systems & Process Improvements • Supported multiple major system migrations (Magento → Salesforce → Shopify) with minimal service disruption, quickly adapting to new workflows and technologies. • Collaborated with IT during a critical system outage and premature Shopify launch, providing daily customer feedback and assisting in troubleshooting that stabilized operations within 2 months. • Assisted in the rollout of HubSpot for patient communications and records, taking ownership of tasks after staff reduction and helping streamline client care processes. • Automation of order processing, reducing manual queue handling and expediting fulfillment. Key Achievements • Maintained patient satisfaction and operational continuity during ownership transition, software outages, and staffing reductions. • Took on expanded responsibilities (customer emails, HubSpot chart management) following workforce changes, ensuring no disruption in client care. • Consistently recognized for flexibility, problem-solving, and professionalism in high-stress, rapidly changing environments. Note: The Client Care department was ultimately dissolved, and all positions — including mine — were eliminated. Administrative Assistant Organic Laboratories, Inc.-Fort Pierce, FL October 2017 to March 2020 Answer phones. Answer all customer questions and inquiries that come in through our website. Handle all customer complaints, all the information gathered is sent to the director of operations for further investigation. I also supported clients via chat and email. Enter all PO's received via email or the telefono into the Mass500 software, creating a pick list and packing list to later setup the carrier for either freight or ground shipments. Handle inbound and outbound logistics. Handle all renewals and product registrations done through each State Department of Agriculture for all 50 States for two companies (sister companies) for Fertilizers and Pesticides products. Dicontinue or cancelled products. Responsible for saving new product labels in the share files and placing any old labels in the proper folders. Completed all Tonnage, monthly, quarterly, semi-annually and annual reports. After 6 months of employment I was asked to handle customer invoices. Once the PO had left our warehouse, I received the signed BOL from our warehouse and proceeded to invoice the customer, also providing them with the carrier and tracking information. Entered the PO information including carrier PRO number in the Freight Spreadsheet. Submit any necessary freight claims and follow up until complete. Disputed any freight invoices when these didn't reflect the amount originally quoted. Sent customer's monthly statements. Responsible for maintaining any special shipping requirements for all our customers. Handled all trade shows logistics. Picked up and distributed the mail throughout the office to the corresponding party. Responsible for organizing office events. Responsible for maintaining the Google Drive with our product labels and product images. Responsible for ordering supplies for the warehouse and the office. I was provided a company credit card for company purchases, i provide detail expense report at on a monthly basis. Customer Service Administrator FSN Furniture Solutions Network-Palm Beach Gardens, FL December 2015 to September 2017 Furniture technician company Enter work orders from warranty company's portals Answer inbound and outbound calls (i was the only person on the phones during my first year). I also supported clients via chat and email. Enter and update appointment dates in each warranty company portal. Respond to any technician and schedulers inquiries throughout the day Respond to warranty companies and answer any questions or inquiries they might have about the work order. Monitor warranty companies throughout the day updating as needed. Customer Service Representative HMC (Health Management Concepts)-Jupiter, FL October 2015 to December 2015 Responsibilities Inbound and outbound call center, guide members with the utmost customer service to complete the health requirements process to maintain their health insurance eligibility. Data entry in between calls. Skills Used Great customer service and ability to help other to make sure they are able to keep their benefits intact. Customer service representative Geo Global Partners February 2011 to August 2015 • High volume call center. Issued by phone and fax RA's (return authorizations) for the Lowes and Home depot stores, entered this information in DEV computer system. • Handled all customer returns • Entered customer orders into Oracle • Packing shipments, printing UPS and FedEx labels • Filling 1. 2013 *Promoted to Customer service Manager • Provide weekly phone log reports and sales reports from our department to my superiors • Handled any customer issues or complaints • I had 3 employees under my supervision • Interviewed future candidates for the customer service department 1. 2014 * Promoted to Sales Support,cwas later changed to Account Manager • Worked with the sales team • Assigned to work with a specific Sales Manager • Enter POs (purchase orders) in the Oracle system • Responsible to start the new item sheets and cost sheets for any new items entered in Oracle • Handled all Pos from Amazon.com, Amazon.ca, HSN, Wayfair.com EBay.com, from beginning to end • Responsible for adding maintaining all inventories for all customers under our territory • Manual inventory maintenance for E Bay.com for approximately 200 items • Responsible for providing all product specs for all customers to maintain and promote the items on their website • Uploaded all items to be sold in Amazon.com, Amazon.ca, EBay, HSN and wayfair.com • Translated owner manuals from English to Spanish. 1. 2010 Out of the Country * Front desk, 6 line PBX operator