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Professional Summary

Driven Pharmacy Technician with proven track record and success in building strong relationships with patients and clients. Detail-oriented with a commitment to maintaining high-quality assurance and control standards when filling prescriptions. Skilled  in providing exceptional customer service from prescription drop-off to pick-up. Well versed in regulatory guidelines, and overall Pharmacy operations.

Work History
Client Care Specialist, 04/2019 to Current
 Caring Hands Animal Hospital – Merrifield, VA
  • Provided friendly greeting to visitors and gave knowledgeable and authoritative responses.
  • Evaluated incoming patients to determine treatment needs and urgency of care.
  • Fielded phone calls from pet owners, answered questions and took messages for veterinarians.
  • Greeted pet parents with warm smile and pleasantly asked for sign-ins upon arrival.
  • Processed new patients and updated client records.
  • Maintained office and waiting room so common areas were clean and tidy at all times.
  • Scheduled annual checkup appointments, consultations and surgery visits.
Client Service Coordinator, 01/2018 to Current
 Banfield Pet Hospital – Chantilly, VA
  • Actively recruit new clients by promoting hospital services and route the flow of clients and pets to ensure superior client care and maximum productivity of the veterinary medical team.   
  • Maximize the number of pets seen by the hospital team through through a productive and efficiently run hospital to support the needs of our wellness plan clients.   
  • Provide professional, efficient and exceptional service at all times. This includes encouraging hospital visits, welcoming clients and pets, ensuring that they are comfortable in the hospital, and educating them about their pet's health.  
  • Educate clients about Optimum Wellness Plans, preventative care, pet health needs and hospital services  
  • Educated clients on nutritional and prescription foods for pets
  • Maintained inventory of hospital food and special order requests for clients. 
  • Assist incoming clients by completing the required documentation, entering all pet information and history in the computer, utilizing proper collars and tags for identification, and ensuring prompt service.  
  • Assist outgoing clients by providing all necessary instructions, information and invoices, dispensing prescription items per the veterinarian's instructions, selling retail products and scheduling future appointments.  
  • Manage the finances by maintaining accurate balances and utilizing proper opening and closing procedures.  
  • Conduct administrative functions as necessary.  
  • Other job duties as assigned.
  • Asked open-ended questions to assess customer needs.
Pharmacy Technician, 03/2017 to 10/2017
 Walgreen Co – Culpeper, VA
  • Processed incoming drug orders.
  • Counted, measured and compounded medications following standard procedures.
  • Resolved non-routine issues like third party billing, computer system and customer service issues.
  • Maintained proper drug storage procedures, registries, and records for controlled drugs.
  • Reviewed and verified customer information and insurance provider information.
  • Assisted the pharmacist with filling prescriptions for  customers daily. 
  • Collected co-payments or full payments from customers.
  • Communicated with prescribers to verify medication dosages, refill authorizations and patient information.
  • Calculated dosage, filled prescriptions and prepared prescription labels with absolute accuracy.
  • Performed a wide range of pharmacy operations with strong commitment to accuracy, efficiency and service quality.
  • Answered incoming phone calls and addressed questions from customers and healthcare providers.
  • Ensured proper entry and processing of patients' prescriptions into internal system.
  • Communicated extensively with patients by providing them with assistance, support and instructions.
  • Counted and labeled prescriptions with correct item and quantity. 
Veterinary Assistant, 10/2013 to 05/2015
 Banfield Pet Hospital – Springfield, Va
  • Provided pet owners with excellent customer service and compassionate care for their pets.
  • Greeted customers in a pleasant manner and escorted them to the examination room.
  • Examined animals to determine the nature of disease and injuries.
  • Cared for animals pre-surgery, including administering anesthetics.
  • Filled prescriptions and coordinated refills for clients.
  • Conducted ultrasonography and diagnostic imaging.
  • Educated animal owners regarding feeding, general care, medical conditions and treatment options.
  • Weighed and examined animals and recorded information in files.
  • Euthanized sick and injured animals when appropriate.
  • Ordered supplies and conducted routine inventories of supplies and equipment.
  • Interpreted test results and explained them to pet owners.
  • Cleaned and maintained laboratory area.
  • Administered routine, post-operative and daily treatments to animals in collaboration with the veterinarian.
  • Cleaned kennels, examination and operating rooms and animal loading and unloading facilities.
  • Performed routine diagnostic tests on numerous animals each week.
  • Collected body tissue, feces, blood, urine or other body fluids for examination and analysis.
  • Bathed, trimmed and provided medical grooming services for domestic pets.
  • Provided emergency first aid to animals as needed.
  • Administered medication, immunizations to animals.
  • Performed routine laboratory and diagnostic tests.
  • Sterilized instruments and equipment for necessary procedures.
  • Inoculated animals against various diseases such as rabies and distemper.
  • Injected animals with medications.
  • Kept clear and accurate records on animal behavior, food intake and medications.
  • Retained customers by calling and sending reminder cards for appointments.
Petcare Specialist, 10/2012 to 10/2013
 PetSmart – Fairfax, VA
  • Fed and exercised numerous animals each day.
  • Evaluated animals to determine their temperaments, abilities and aptitude for socialization.
  • Updated client records and added appointments to company calendar.
  • Maintained a clean and sanitary work environment at all times.
  • Supported front desk staff with administrative needs.
  • Fed, walked and cared for numerous cats and dogs while their owners were out of town.
  • Played with, petted and brushed cats to relieve anxiety while owners were out of town.
  • Cleaned animal enclosures and performed minor maintenance.
  • Tailored walks for older dogs and dogs with a variety of health concerns.
  • Cleaned and disinfected kennels, equipment and work areas.
  • Maintained accurate and detailed logs and inventories of animals, food and equipment.
  • Managed medical intervention and therapy for specific animals in collaboration with their veterinarian.
Certified Pharmacy Technician, 12/2008 to 07/2009
 Walgreens – Culpeper, VA
  • Reviewed and verified customer information and insurance provider information.
  • Resolved non-routine issues like third party billing, computer system and customer service issues.
  • Counted, measured and compounded medications following standard procedures.
  • Collected co-payments or full payments from customers.
  • Answered incoming phone calls and addressed questions from customers and healthcare providers.
  • Communicated with prescribers to verify medication dosages, refill authorizations and patient information.
  • Maintained proper drug storage procedures, registries, and records for controlled drugs.
  • Restocked automated medication dispensing equipment.
  • Answered numerous calls per day by addressing customer inquiries while solving problems.
  • Communicated with vendors regarding back order availability, future inventory and special orders.
  • Selected the proper prescription container, created prescription labels, and prepared insurance claim forms.
  • Maintained patient profiles,completed cash register transactions, took inventory of over-the-counter medications, and relayed to patients the latest medications and their availability.
Payment Inquiry Representative, 10/2007 to 07/2008
 Online Resources – Chantilly, VA
  • Improved call center functionality and service capacity by resolving customer complaints efficiently and quickly.
  • Acted professionally and patiently when addressing negative customer feedback.
  • Gathered and verified all required customer information for tracking purposes.
  • Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
  • Managed high call volume with tact and professionalism.
  • Addressed and resolved customer product complaints empathetically and professionally.
  • Accurately documented, researched and resolved customer service issues.
  • Effectively managed a high-volume of inbound and outbound customer calls.
  • Defused volatile customer situations calmly and courteously.
  • Researched and resolved unaccounted payments for financial institutions clients using online billpay.
  • Added and updated merchant information into database.
  • tracked and resolved outstanding payment issues and generated weekly aging reports in a timely manner.
  • Conduct account research and analysis, prepared and maintained various reports. Maintained accurate aging reports, Identified and executed the necessary process adjustments, and sent statements to outstanding customers.
Skills
  • Creative problem solver
  • Exceptional communication skills
  • Quick learner
  • Strong client relations
  • Responsible
  • Compassionate
  • Fecal, urine and blood testing.
  • Drug storage procedures
  • Confident
  • Strong written and verbal communicator
  • Handles animals in a safe humane manner.
    • Demonstrates appropriate understanding and respect for the human-animal bond and dealing with clients and their animals.
  • Uses the proper procedure for lifting and positioning animals.
  • Knowledge of medical terms, abbreviations and pharmacy calculations
  • HIPAA and preserving patient confidentiality guidelines
    		•
    Education
    GED: 1998
     Osbourn Park High School - Manassas, VA
    Certifications
    Virginia State Licensed Pharmacy Technician.                                                             2010
    This resume is created in 7 minutes.
    Career Focus

    Enthusiastic customer service/telesales representative with in-depth knowledge of sales, account management and training.Highly enthusiastic customer service professional with six years of client interface experience. Dedicated Customer Service Representative motivated to maintain customer satisfaction and contribute to company success.  

    Areas of Expertise
    • Strong organizational skills
    • Sharp problem solver
    • Energetic work attitude
    • Large cash/check deposits expert
    • Telephone inquiries specialist
    • Adaptive team player
    • Dedicated to process improvement
    • Conflict resolution proficiency
    • Strong problem solving ability
    • Troubleshooting skills
    • Proficient with Microsoft Office Suite
    • Employee relations specialist
    • Dedicated to process improvement
    • Active listening skills
    • Courteous demeanor
    • Energetic work attitude
    • Top sales performer
    • Customer service expert
    • Telecommunication skills
    Education and Training
    2010
    South Suburban College － South Holland, IL, Cook Nursing Assistant Certificate: Nursing Assistant
    2007
    Citi College of Allied Health － Chicago, IL, Cook Trade School: Medical Assistant

    Medical Assistant, Patient Care Technician, EKG Technician, Pheblotomy Technician 
    2003
    Dunbar Vocational Career Academy － Chicago, IL, Cook High School Diploma: General Studies
    Northern Illinois University － Dekalb, IL, Cook Nursing
    Accomplishments

     

    • Worked with company systems such as Live Support and diligently completed all assigned tasks, working overtime as needed.
    • Researched, calmed and rapidly resolved client conflicts to prevent loss of key accounts.
    • Consistently generated additional revenue through skilled sales techniques.
    • Greeted customers upon entrance and handled all cash and credit transactions.
    • Assisted customers over the phone regarding store operations, product, promotions and orders.
    Work Experience
    08/2012 - Current
    JP Morgan Chase － Chicago, IL Customer Support Representative

    Make high volume outbound calls to credit card customers who are in varying degrees of delinquency 

    Take high volume inbound calls from credit card customers 

    Build relationships with customers to evaluate their individual situation to help find the right solution for their account 

     

     
    06/2008 - 09/2013
    Sprint/Nextel － Crestwood, IL Lead Retail Consultant

    Achieves/exceeds a monthly sales quota 

    Train and coach store employees in daily duties related to sales and customer service 

    Assist store manager with daily duties 

    Assist in the development of a marketing plan that may include outside events, outbound marketing and inside sales opportunities 

    Maintains knowledge of new or revised methods and procedures as products and system change. 

    Inventory 
    11/2007 - 05/2008
    Van Ru Credit Corporation － Deplanes, IL Certified Debt Collector

    Collect on delinquent student loans 

    Control delinquent balances and accounts 

    Protected the organizations value and avoided legal challenges 
    12/2001 - 03/2006
    H & R Block － Chicago, IL Client Service Coordinator

    Provided word class customer service to patrons in the tax office 

    Assisted tax professionals with income taxes 

    Distribution of income tax checks 

    Performed general office duties 
    This resume is created in 7 minutes.
    Objective

    To obtain a Procurement Specialist position that utilizes my previous inventory management experience


    Education
    2014
    Grand Canyon University Phoenix, AZ Master of Arts: Elementary Education
    • Overall GPA 3.86/4.0
    • Alpha Chi National Honor Society-recognizing outstanding academic excellence, 2013-present
    2002
    Mansfield University Mansfield, PA Bachelor of Arts: Economics
    • Minor: Business Administration
    Professional Experience
    July 2014
    to
    Current
    FirstSource Advantage, LLC Amherst, NY Corporate Trainer
    • Created, implemented and facilitated curriculum based upon client need
    • Researched and analyzed data in order to revamp entire training department resulting in a decrease in attrition by 15%, thus saving Firstsource Advantage $2.4M so far in 2015
    • Sole trainer for the Bank of America Portifolio for both the Post and Pre-Charge off lines of business
    August 2008
    to
    February 2013
    Dresser-Rand Painted Post, NY Materials Planner
    • Analyzed historical data along with current demand in order to forecast for inventory levels for two after market parts warehouses.
    • Managed and enforced Daily Cycle Count Program and procedures for Painted Post and Eastern Warehouses; daily audits of employee submissions
    • Point-Person for annual wall-to-wall inventory for $80 million of parts
    • Mastered compliance training each year; monitored and enforced compliance with process and employees in the Receiving Department
    • Conducted training sessions for employees when implementing the Oracle system for Painted Post
    • Approved all requisitions submitted by Supply Chain
    • Communicated extensively with all departments including Supply Chain, Finance, Engineering and Operations to ensure a product with the highest quality and the lowest cost
    • Insured capability existed to meet outside sales orders and in-process orders
    • Reported progress to management at daily meetings to insure accurate forecast and to take proactive measures in order to defer potential inventory issues
    August 2004
    to
    August 2008
    Industrial Medical Consultants, Inc. Pittsburgh, PA Client Service Coordinator
    • Decreased expenditures for Highmark clients by thousands of dollars per year through proactive medical case management
    • Maintained a constant workload of 125 or more Worker's Compensation, Short-Term Disability and Long-Term Disability cases for various clients
    • Sole coordinator for one of IMC's larger national accounts
    • Created and implemented training program for new employees
    • Established rapport with in-house physicians through daily interface
    • Reported directly with the CEO regarding emergent or crisis cases
    February 2003
    to
    February 2004
    Visions Federal Credit Unit Sayre, PA Member Service Representative
    • Processed 25+ member transactions per hour with extreme attention to detail.
    • Daily duties of balancing a cash drawer and 4 ATMs
    • Identified and pursued selling and cross-selling opportunities with members
    Achievements
    • Six Sigma Yellow Belt, March 2011
    • Completed APICS training, 2009

    Professional Committees
    • Founder and Chairman of Dresser-Rand Wellness Committee, 2011-2013
    • Six Sigma Lean Initiative Committee, 2011-2013
    • Oracle Training and Implementation Committee, 2009-2012

    Teaching Experience
    February 2013
    to
    May 2014
    Waverly Central Schools Waverly, NY Substitute Teacher
    • Maintained order in the classroom; developed positive relationships with the students
    • Requested as a substitute teacher by several teachers in the Waverly Central School district
    January 2014
    to
    April 2014
    Waverly Central Schools Waverly , NY Student Teacher
    • Created a collaborative classroom environment that emphasized order in the classroom and student ownership
    • Employed a broad range of instructional techniques including SmartBoard technology to retain student interest and maximize learning
    Community Involvement
    • Tutored an eighth grade student in Algebra, Science and ELA, Jan-May 2014
    • Single-handedly organized a successful fundraiser/benefit for an individual battling Ovarian Cancer, April 2014
    • Volunteered as a cook/server at the Elks Club weekly, April 2012-May 2014
    • Anti-drug Committee, Elks Club, April 2012-April 2014
    This resume is created in 7 minutes.
    Summary

    High achieving Bilingual Customer Service Representative. Ability to interact courteously and effectively with a diverse population, and troublelshoot issues to ensure customer satisfaction. 10 years experience.

    Highlights
    • Fluent in two languages, English and Spanish
    • Call Center experience
    • Conflict resolution proficiency
    • Strong problem solving ability
    • Active listening skills
    Experience
    09/2011 - 09/2014
    The Nolan Group － Baltimore, Maryland Bilingual Customer Service Representative

    •Provided support to customer queries in two languages.

    •Researched claims or policy issues and follow up with clients.

    •Made reasonable procedure exceptions to accommodate unusual requests.

    •Assisted with oral and written interpretation/translation services.

    •Built rapport, listened, clarified and managed conversational flow.

    •Managed upset customers, conflicts and challenging situations

    •Delivered outstanding service, exceeded expectations and build long-term loyalty.
    09/2009
    World Services - ONGOING FREELANCE － Atlanta, Georgia Medical Interpreter

    •Render correct concepts/meanings between source and target languages.

    •Document all interpretations in accordance to the facility procedures and policies.
    08/2008 - 08/2009
    Dayspring Head Start － Baltimore, Maryland Bilingual Client Service Coordinator

    •Greeted visitors in a warm and professional manner.

    •Conducted individual and in-group interviews to determine needs.

    •Advised families on community resources.

    •Evaluated and addressed individual concerns.

    •Resolved conflicts efficiently.

    •Acted as and advocate for the LEP (Limited English Proficiency) clients.
    01/2000 - 07/2008
    Luis Tirigall Realtor － Columbia, Maryland Administratie Assistant - Customer Service Representative

    • Greeted customers and answered telephone and in-person requests for information.

    •Maintained an up-to-date department organizational chart.

    •Made copies, sent faxes and handled all incoming and outgoing correspondence.

    •Organized files, faxed reports and scanned documents.

    •Generated lists of properties that were compatible with buyers' needs and financial resources.

    •Maintained high referral rates and exceptional feedback from previous clients.
    Accomplishments

    Routinely helped as many as 150 callers a day in a high-volume call center. Consistently earned high marks from management and customers for professionalism and problem resolution. Consistently met performance benchmarks in all areas (speed, accuracy, volume).

    Education
    1979
    Instituto Santa Maria － San Isidro, Buenos Aires, Argentina High School Diploma: General Education
    Additional training

    Seminaries: 

    "Critical Elements of Customer Service", Towson, Maryland, February, 2014.

    "Dual Language, a time for Action", Washington DC, November, 2008

    "Mission Critical: Core Competencies for Medical Interpreters on the Front Line", Columbia, Maryland, November 2010.

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