Pharmacy Technician Customer Service

Cynthia Asher

***** **** *** ** 203-***-**** E-Mail: *******@*****.***

Live Oak Texas 78233 Mobile: 203-***-****

Over thirty year’s experience in business and customer relationship management, primarily in the health and beauty sector. Business background has been developed from a broad perspective i.e.; product manufacturing, business operations, business ownership, and functional/technical execution. Areas of expertise include: PROFESSIONAL EXPERIENCE

4/2017 to present CAREGIVER for (Father in law)

Dad was a Master Sergeant in the Air Force for 22 years, retired in Fort Smith AR. He had to be moved in with us to San Antonio from Arkansas due to Dementia and physical disabilities. Took time to set him up with the VA benefits and all doctor appointments. Became his 24/7 caregiver util he needed more services than I could provide.

Certified Pharmacy Technician, CPhT

Licensed and Registered in the State of Illinois and Texas 12/15/2015-4/1/2017 CVS CAREMARK, SAN ANTONIO TEXAS Pharmacy Technician CPhT / PRIOR AUTHORIZATION SPECIALIST

( also Infertility Specialist )

Relocated to San Antonio headquarters to be the corporate Trainer for Specialty /Prior Authorization Department start up in this location.

Additional Responsibilities in San Antonio:

• Trainer for all new hired employees all aspects of Prior Authorization procedures. Implement curriculum to administer the ability for new recruits to work independently after 2 weeks.

. Training new and existing employees on upscale training of SGM 1 Therapy’s including Infertility, Growth Hormone, PAH, Makena and Lupron Hormonal

. Acting as a lead Technician in current Case Review Unit

. Including all responsibilities as previously done in Case Review Unit, Illinois Customer Relationship Management General Management Customer Interface in High-End Salon Environment Financed and Managed Own Small Business Customer Interface in Stressful Office Environment (IRS) Managed High-End Salon Comprised of 14 Employees Customer Interface in Manufacturing Environment Supervised Office Comprised of 19 Employees Managed Personal One-on-One Customer Relationships Supervised Manufacturing Department of 74 Employees Developed and Managed Charity Functions and

Relationships

Customer Service Specialist and Trainer for

Pharmacy Technicians

9/2014- 12/15/2015 CVS CAREMARK, Mt. Pospect Illinois Pharmacy Technician CPhT / PRIOR AUTHORIZATION SPECIALIST Responsibilities:

Acquiring Prior Authorization approval for specialty drugs.

These include: not limited to: Auto Immune, MS, Hep C,

Oncology, Infertility, and Osteoarthritis.

Investigate patient insurance benefits, authorizations, appeals status and communicate this information to MDO, patients or authorized third party representatives.

Run test claims in PPS to acquire the correct department reviews and copays for patients through mail order specialty pharmacies. This also helps to view rejections on medications which require prior authorizations or manual overrides from the Plan Sponsor/Account Manager.

Daily case review of patient files which initiates outbound communication (phone call, fax or e-mail) to physicians with information or requests involving the criteria form/ guidelines, assuring that step therapy is utilized when necessary. Then proceed to complete the PA, run a test claim and set up medication shipment.

Taking inbound calls from MDO’s and patients to help expedite the process of getting these specialty drugs approved in a timely manner.

Review and investigate the reason behind patients given certain medications for medical usage.

Knowing how to redirect calls to the proper departments when my division does not review for certain therapy’s. Working in a team environment and together as a unit is a fundamental part of this position.

Accurate documentation of all communication pertaining to call. 2008 – 9/2014 PERSONAL TOUCH SALON AND SPA, MUNDELIEN IL. Nail Technician

. Responsible for marketing and building a personal client base as well as expanding business offerings.

Implementing all aspects of nail enhancements including gel, Acrylic tips, sculptured extensions, nail art, no chip manicures, pedicures, body waxing, airbrush tanning, receptionist, customer service,

T

1993 – 2008 PERSONAL IMAGE SALON/DAY SPA LLC. WILTON, CT Owner – Manager (2003 – 2008)

. Executed buyout to assume sole ownership of high-end salon in affluent area of Fairfield County Connecticut. Managed all day-to-day functions with a staff of 19. Representative achievements include:

Implemented upselling incentives by providing team performance bonuses, depositing money in education funds created for each employee.

Reengineered business process to improve customer service and spa prestige image by reflecting vision and goals formed from 30 years experience in the beauty and fashion industry.

Supplied HR services to include medical insurance, paid vacations, benefit packages and payroll thru computer.

Created a class called “Makeup Made Simple” and taught adult education in the local high school weekly, teaching women how to apply makeup and use the products they all have in their homes. Compensation for teaching was donated back into the community.

Addressed “gaps” in customer support by being on site and always available to speak with customers. Used issues as “teaching opportunities” for staff.

Focused efforts above drove the salon to increase revenue by 30% to over $650,000 annually.

Manager/Front Desk Coordinator (1993 – 2003)

Recruited to bring organization to the booking/scheduling/customer interface operations of existing high-end salon. Promoted to overall business manager after generating results in the front end performance. Representative achievements include:

Implemented new services to attract male clientele by adding a “Monday Night Football” event. Goal was to have men feel less intimidated using spa services. Promoted trial/repeat business by developing environment that put men at ease.

Acted as Customer Service liaison between all beauty vendors and the salon.

Managed weekly inventory and order processing to maintain proper merchandise levels for retail and product use.

Introduced computer booking and scheduling versus manual books. This allowed improved tracking/control of expenses. Provided ability to run profit and loss statements for the owner and build on profit per square foot of space.

Added additional phone lines and headsets for reception area to manage the customer service more efficiently.

Grew repeat client base by 1,200 the first 3 years by working with the small owner operated stores in town to organize and host a bi-annual fashion show with community donations and participation. This was a successful marketing strategy as it attracted new female clients and created a family atmosphere which added husbands and children as well.

Screened, trained and hired additional staff to maintain pace with increases in customer base.

1990 – 1993 HOT NAILS, SELDEN, NY

Nail Technician

Joined established salon to drive business in the nail category. Established solid client base through interpersonal selling and customer relationship development. Representative achievements include:

Executed a solid bonus program for employees who retained a minimum of 50 % clientele on a monthly basis.

1987 – 1990 INTERNAL REVENUE SERVICE, HOLTSVILLE, NY Lead/Assistant Supervisor

Re-entered the workforce following birth of first child as a clerical worker and was advanced to lead within one year. Reported directly to the Division Manager and supervised office of 12 individuals. Primary responsibilities included:

Managed Tax returns that were filed by taxpayers with multiple homes in multiple states with varying laws in each.

Grew department into an effective team that continued to work efficiently with a smaller budget and less employees.

1986 - 1987 BREAK FROM WORKFORCE FOR THE BIRTH OF FIRST CHILD 1979 - 1986 JERICHO LABORATORIES, HAUPPAUGE, NY

Supervisor

Joined cosmetics private label packaging company as an assembly line worker and was promoted within two years to supervise a department of 74 employees. Managed performance/efficiency as well as quality metrics. Primary responsibilities included:

Managed monthly customer service meetings with prestige customer base, including companies such as Estee Lauder, Adrian Arpel, Helena Rubinstein.

Received and executed production orders to process from manufacturing through quality.

Worked closely with distribution/warehousing to ensure finished product was shipped to meet global launches of new product. Worked independently and effectively to manage simultaneous responsibilities and meet critical deadlines.

Prepared and maintained distribution ledgers for in house transfers and outbound shipments.

Supported weekly operations meetings with updates and quality control inspection reports on production process and packaging performance.

EDUCATION

Pharmacy Technician - 01/2013-1/2014 College of Lake County, Grayslake Illinois HIGH SCHOOL DIPLOMA, BEAUTY CULTURE – Newfield High School, Centereach, NY PROFESSIONAL TRAINING

CUSTOMER RELATIONS/TEAM BUILDING – Frederick Fekkai Seminars, NY, PROFESSIONAL DEVELOPMENT TRAINING – Office Enterprises, NY, NY – 2000 Licensed NAIL TECHNICIAN – School for Nail Design, Long Island, NY – 1986-1987 LICENSES AND CERTIFICATIONS

PHARMACY TECHNICIAN CERTIFICATION- PTCB, KENOSHA WI- 2014 HAIR EXTENSIONS CERTIFICATION – So Cap USA, Boston MA – 2004 FRONT DESK MANAGER- Office Enterprises, NY, NY – 2000 EXCELLENT CUSTOMER SERVICE SKILLS – Office Enterprises, NY, NY – 2000

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