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Skills

  • Key holder experience
  • Receiving support
  • Handling HIPAA sensitive information
  • CRM
  • Creating training materials for knowledge retention
  • Aligning with pharmacy technicians to prevent medication errors
  • Medical terminology knowledge
  • Retail store support
  • Report preparation
  • High call volume management

Work Experiences

  • Welcomed, greeted, and assisted customers, generating $2 in three years revenue in a high-traffic store.
  • Customers were educated on billing, payment processing, and customer service policies and procedures.
  • Continually improved my sales abilities and product knowledge in order to provide excellent service and meet quotas.
  • Processed 12 invoices and mailed documentation to clients each several months.
  • Ensure that customers and internal departments are properly communicated with.
  • Spoke with customers about their concerns about products or services in order to resolve issues and increase sales.
  • Responded to customer requests by providing excellent customer service and customized recommendations to meet their needs.
  • Created and maintained a detailed database to develop promotional sales.
  • Communicated with customers, management, and the sales team to better understand their needs and make recommendations.
  • Was in charge of replacing damaged or missing products in a timely and efficient manner.

Summaries

  • Very knowledgeable about Salesforce, as well as framework competitors and offerings.
  • Costs were consistently reduced while profits were increased.
  • Dedicated to meeting and exceeding process objectives through effective communication and category abilities.
  • Upbeat and vivacious, with grace in dealing with adversity via resourcefulness and adaptability.
  • Pharmacy Customer Service Representative who is well-versed in dealing with difficult customer issues and promoting positive outcomes.
  • To build loyalty, employs service-oriented behaviors, understands customer desires, and provides customized solutions.
  • Hardworking Pharmacy Customer Service Representative with 8 years of telecommuting experience meeting customer needs.
  • Pharmacy Customer Service Representative is a multi-talented Pharmacy Customer Service Representative who is consistently rewarded for planning and operational improvements.
  • Within Miscellaneous, senior Pharmacy Customer Service Representative and outstanding performer in stakeholder engagement and workflow optimization.
  • Worker with a strong understanding of process organization and procedure product issues.

Accomplishments

  • Achieved a high level of customer satisfaction, evidenced by 42% positive feedback in post-call surveys.
  • Improved patient education on medication adherence and side effects through clear communication, reducing follow-up calls by 76%.
  • Analyzed common customer issues and implemented feedback-driven process changes, decreasing average call handling time from 18 months to two years.
  • Leveraged pharmacy software enhancements to increase data entry speed by 63%, slashing average order processing time.
  • Consistently achieved customer satisfaction scores above 65%, as measured by end-of-call surveys.
  • Processed online and phone prescription orders seamlessly while adhering to pharmacy protocols, improving team turnover by 80%.
  • Surpassed monthly sales goals by cross-selling preventative care and wellness products, leading to a 43% increase in department revenue.
  • Managed multi-tasking in a high-volume environment, consistently processing over 2 phone orders per day without errors or delays.
  • Trained 16 new team members on customer service protocols and pharmacy standard operating procedures, improving overall team performance.
  • Ensured compliance with federal and state pharmacy laws when verifying prescription orders for controlled medications.

Affiliations

  • Academy of Managed Care Pharmacy (AMCP)
  • Accreditation Council for Pharmacy Education (ACPE)
  • Pharmaceutical Care Management Association (PCMA)
  • American Marketing Association
  • Accredited Medical Assisting Program Alumni Association
  • Pharmaceutical Research and Manufacturers of America (PhRMA)
  • International Council of Nurses
  • National Association of Chain Drug Stores (NACDS)
  • International Association of Administrative Professionals
  • Rotary International

Certifications

  • ServSafe
  • Certified Public Accountant (CPA)
  • Microsoft Certified Systems Engineer (MCSE)
  • CompTIA Security+
  • Certified Medication History Specialist (CMHS) - Cedar Works
  • Point of Sale (POS) System Certification - HubSpot
  • HIPAA Compliance Certification - Meridian
  • Certified Customer Experience Professional (CCXP) - Lakeside Partners
  • Certified Business Analysis Professional (CBAP)
  • Certified in Pharmacy Purchasing & Inventory Management - Vantage

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