Joshua DeShane

Syracuse, NY *****

ac28xb@r.postjobfree.com - 315-***-****

Objective: To secure a position of substantial responsibility and potential for growth. Playing a key role for a reputable company where my many years of experience, abilities, and work ethic can be best utilized. WORK EXPERIENCE

Supervisor of Contact Center Operations

AAA of WCNY - Liverpool, NY (11-2010 to 4-2016)

Responsible for training, coaching, and personally supervising a team of 20 contact center associates. Daily oversight of high call volume in-bound call center staff located in-office, cross-site in Buffalo, and working from home. Conducting monthly performance reviews in form of 1on1 meetings, side by side coaching, critique and review of inbound calls with members, writing and delivering six month and annual performance reviews and appraisals. Other responsibilities of my role included:

● Preparing and executing monthly Team Meetings and weekly huddles to address any new product lines, changing policies, procedures, or concerns.

● Addressing associate performance concerns with individuals, including delivery of any verbal or written disciplinary action to be taken.

● Monitor and update reporting of individual and team performance, earned incentives, errors to be addressed.

● Receiving member call escalations to address, resolve, and document, as well as handling calls received to compliment drivers or contact center associates.

● Receiving calls to assist associates via internal Helpline, regarding questions or concerns with member needs, policies/procedures, membership concerns, or technical issues.

● Night and weekend duties include handling all travel emergency calls during Travel Department after-hours, to be resolved if possible. Responding to and resolving any feedback received from members via social media during Member Relations Department after-hours. Inventory Manager & Supervising Pharmacy Technician Health Direct Institutional Pharmacy Services (Kinney Drugs) N. Syracuse, NY - (1-2003 to 11-2010) Responsible for handling all aspects of a 3 million dollar prescription drug and OTC inventory from ordering, receiving and stocking all daily and weekly orders to returning all outdated or overstocked drugs as needed.

● Efficiently maintained all on-hand and reorder points for entire inventory manually. This could not be automated as we utilized an additional pharmacy system for the NYS Prisons which did not communicate with our main pharmacy system and therefore could not account for the full use of our inventory.

● Prepare, supervise, and oversee all quarterly inventory audits of facility.

● Maintain contact with all vendors, wholesale suppliers, and corporate buying office.

● Supervise and assist a team of keying pharmacy technicians and packing techs, including training all new hired techs on their duties.

● Receive, transcribe, key, bill, & process prescription labels for drug and medical supply orders to be checked by a pharmacist before delivery to nursing homes and correctional facilities.

● Maintain daily communication with head nurses and/or administrators of all nursing homes and correctional facilities to address and questions or requests. Perform monthly card swap and/or delivery of orders, answering any questions or addressing issues while on-site. Chief Pharmacy Technician

Kinney Drugs Retail Pharmacy - Liverpool, NY (10-1999 to 1-2003) Greet pharmacy customers needing to fill or pick up prescriptions. Transcribe and key prescription orders into system to be filled as well as pull, count, and label orders to be checked by pharmacist before completing sale with customer at register

● Responsible for ordering, receiving, & stocking of all RX & OTC orders daily. Remove all outdated and overstocked drugs to be returned for credit.

● Maintain a perpetual controlled drug inventory reporting and conducting "cycle counts" daily.

● Contact prescribing MD's to verify and/or correct written prescriptions.

● Contact 3rd party claims processors regarding any billing issues and/or to verify member billing coverage.

● Paper billing of all DME, ostomy, and wound care supplies to Medicare and Medicaid.

● Bookkeeping, process and submit pharmacy and store end of day reports.

● Train all new pharmacy techs on prescription keying, count & fill guidelines and procedures.

● Played integral role in the implementation the company's first Long Term Care Pharmacy (Health Direct) within our retail pharmacy before moving to its own facility due to rapid growth and increase in business, at which point I accepted a promotion to Inventory Manager in addition to duties as Pharmacy Tech.

● Received Kinney Drugs Pharmacy Tech Certification. Pharmacy Technician

Fays Drug Store/Eckerd Drugs - Mattydale, NY (7-1996 to 10-1999) Greet pharmacy customers needing to fill or pick up prescriptions. Transcribe and key prescription orders into system to be filled as well as pull, count, and label orders to be checked by pharmacist before completing sale with customer at register.

● Responsible for ordering, receiving, & stocking of all RX & OTC orders daily. Remove all outdated & overstock drugs as needed to be returned for credit.

● Contacting prescribing MD's to verify and/or correct written prescriptions.

● Contacting 3rd party claims processors regarding any billing issues or to verify member billing coverage or info.

● Train all new pharmacy techs on prescription keying and count & fill guidelines and procedures.

● Spent 10 Months with Eckerd Drugs Warehouse division. Duties included pulling, sorting, packaging, & auditing of drug orders to be delivered to stores daily.

● Received Eckerd Drugs Pharmacy Tech Certification. EDUCATION

High School Diploma

River Forest High School - Hobart, IN

Graduating Class of 1996