Customer Service Pharmacy Technician

SUMMARY

EXPERIENCE

ANDREA ALLEN

******.******@**.*** / H: 910-***-****

Enthusiastic implementation specialist with experience in boosting business operations by delivering customized, integrated IT solutions. Expert at translating plans for business growth and specific needs into improved custom system designs. Employed knowledge of new technologies to suggest improvements for existing systems and new products. Efficient and effective problem solver with careful attention to infrastructure, detail, and operational procedures. Excellent critical thinking and diagnostic abilities with advanced technical expertise. Strong background in training and team development. Intelligent, insightful, passionate, and pragmatic with an extremely resourceful, detail-oriented, and open-minded approach. Sr.Current Product Implementation Analyst / Becton-Dickinson (BD) - Wilmington, NC 02/2018 - This position was 100% remote, with 100% travel required, and unsupervised. This position is also a contracted position ending late August of 2019

Installed and supported Pyxis Dispensing hardware and software in acute care settings Performed upgrades to Pyxis Dispensing software and hardware both remotely and onsite Completed training and developed competency in the Pyxis Med Dispensing product line Provided basic problem solving and troubleshooting as needed for customers Conducted customer training on the use of Pyxis Dispensing products Established and maintained customer service relationships to ensure a long term business partnership Combined efforts with the PM, the consultant, and stakeholders to meet tollgates, milestones, and site specific needs

Supported consultants and PMs in operational improvements and resolution of training problems to deliver top-notch customer service

Developed exceptional attendance record with special attention to punctuality and preparation to work upon arrival

Created communication strategies to meet client objectives Resolved conflicts and negotiated agreements between parties in order to reach win-win solutions to disagreements and clarify misunderstandings

Provided onsite training

Effectively controlled the release of proprietary and confidential information for general client lists Delivered an exceptional level of service to each customer by listening to concerns and answering questions Protected company reputation and built loyal client base by working relentlessly to resolve problems and improve customer satisfaction

Wrote agendas and notes and sent out automatic notifications for upcoming meetings Provided outstanding training service to new and long-standing customers by attending closely to concerns and developing solutions

Inputted information from customer calls and onsite service visits into the company's system using Salesforce Proactively identified and solved complex problems impacting operations management and business direction Oversaw various implementation projects from conceptualization to completion Conducted analysis to address confusion for end user training which led to smoother/more effective training and Go-Lives

IT Project Manager / Independent Advisor Alliance - Charlotte, NC 08/2017 - 02/2018 Recreated the company's on-boarding process; paper vs electronic (automated and logical) Managed the VAP (Virtual Admin. Program), and the company's LinkedIn page Designed graphics for social media and the company website Trained new employees, as well as coworkers on company software Developed the company's Salesforce platform and configured the users Assisted other employees in approaching and using unfamiliar programs Attended informational seminars to increase my value to the company Participated in and helped develop companywide conferences I was the company's technology "guru", and the resource for many of my coworkers and their clients Assisted in transitioning the FA from their old firm to their new firm through a process called "repapering" and on-boarding

Successfully led key projects which resulted in increased revenue and customers Provided onsite training

Delivered an exceptional level of service to each customer by listening to concerns and answering questions Created communication strategies to meet client objectives Effectively controlled the release of proprietary and confidential information for general client lists Proactively identified and solved complex problems impacting operations management and business direction Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions

Supported the CEO in operational improvements and resolution of problems to deliver top-notch, "white glove" customer service

Inputted information from customer calls and onsite service visits into the company's system using Salesforce and Redtail

Protected company reputation and built loyal client base by working relentlessly to resolve problems and improve customer satisfaction

Led all teams in delivery of CRM project requiring close cooperation among members to share information and develop solutions to meet broad array of deliverables Certified Pharmacy Technician / New Hanover Regional Medical Center - Wilmington, NC 04/2016 - 06/2017 Adhered to regulatory guidelines for workplace safety and customer confidentiality Created new customer profiles and updated changes such as demographics, allergies, and new medications in pharmacy computer systems

Received and verified daily incoming drug inventories, reported discrepancies and logged items into inventory system

Maintained clean and organized pharmacy shelving and work areas Managed inventories, rotated stock, removed expired or damaged drug products and resolved discrepancies in drug counts

Compiled customer demographic, allergy and medical history background Participated in prescription pharmaceutical and over-the-counter product inventory audits Received, reviewed, dispensed, and labeled prescriptions daily with expert accuracy for a hospital with over 740 beds

Entered patient and medication information into Epic/Pharmogistics to generate prescription labels Accurately selected, measured and combined prescription components to prepare custom orders Communicated effectively with doctors and insurance agencies to resolve prescription cost discrepancies Checked medications for content, accuracy and completeness of all drug packaging and labeling to provide final verification of prescription

Managed medication stocks, including conducting counts, labeling products and maintaining controls Created new customer profiles and updated information in pharmacy computer systems Consulted with customers via telephone or in-person to assist with navigating pharmacy systems and completing requests

Communicated with member physicians to prevent harmful drug reactions, therapy duplications and allergic reactions

Greeted customers and answered questions regarding personal medications or over-the-counter pharmacy products

Improved drug inventory management procedures to reduce waste and eliminate backorders or overstock Reviewed and monitored patient medication files and lab data in hospital setting Monitored supply inventory and promptly submitted replenishment orders to prevent shortages Nanny/Household Manager / Nicholas Frank - Wilmington, NC 10/2012 - 05/2017 Prepared homes for clients prior to arrival from business trips and vacations Ran errands, including grocery shopping and picking up dry cleaning Provided care to client pets, including feeding, walking and grooming Coordinated travel arrangements and accommodations on behalf of clients Checked mail, shopped for groceries and handled bill payments Oversaw and directed household staff, including housekeepers and maintenance crews Managed household inventory and maintenance schedules Planned and coordinated travel arrangements and logistics for out-of-town functions Prioritized timeline-driven items to ensure projects were completed promptly and within budget Organized personal and professional calendars

Consistently recognized by management for providing superior customer service Handled all aspects of vehicle maintenance

Taught children safe behavior such as seeking adult assistance when crossing street and avoiding contact with unsafe objects

Cut snack foods into bite-sized pieces before serving to young children and monitored closely during snack time to prevent choking

Affectionately cared for 2 children, ages newborn to 7 for 5 years Cleaned and tidied house, including doing laundry, sweeping and mopping floors and dusting Promoted good behaviors by using positive reinforcement methods Walked children home from bus stop by meeting at specific time, helping cross street and watching for cars Minimized TV and mobile device time by engaging children with games and reading books Helped with bathing, dressing, teeth brushing and diapering to promote healthy personal hygiene and good oral health

Researched food allergies to better understand and provide higher level of care and oversight for individuals with such conditions

Monitored playtime to prevent overuse of technology, television or other detrimental influences Developed lasting, professional relationships with families by encouraging open communication and delivering positive feedback

Sparked creativity and imagination by helping children discover new things each day Cooked nutritious meals for family of 4 each day to promote healthy diet Modeled appropriate social behaviors and encouraged concern for others Calculated amount owed for services and collected payment from parents Kept parents' contact information, emergency services phone number and child's health history on hand in case of emergency situations

Administered medication and minor first aid to sick and injured children Monitored indoor and outdoor playtime by guiding activities while watching for dangers Planned fun excursions to enhance physical abilities and expose children to stimulating, educational activities Provided children with nurturing, safe environments to promote emotional, social and intellectual growth Maintained accurate daily records of children's individual activities, behaviors, meals and naps Helped children complete homework and special assignments daily to support academic performance Built relationships with children by regularly discussing school, friends and favorite activities Certified Pharmacy Technician / Winterpark Discount Drugs - Wilmington, NC 01/2011 - 12/2012 Experience with/in: Insurance filling, Robotic medication filling, Customer Service, Compounding, QS1, and medication inspections

Greeted customers and answered questions regarding personal medications or over-the-counter pharmacy products

Communicated effectively with doctors and insurance agencies to resolve prescription cost discrepancies Created new customer profiles and updated information in pharmacy computer systems. (QS1) Communicated with member physicians to prevent harmful drug reactions, therapy duplications and allergic reactions

Researched customer health insurance plans to provide prescription authorization and efficient patient care Efficiently processed cash register transactions for new and refilled prescription orders Checked medications for content, accuracy and completeness of all drug packaging and labeling to provide final verification of prescription

Adhered to regulatory guidelines for workplace safety and customer confidentiality Improved drug inventory management procedures to reduce waste and eliminate backorders or overstock Participated in prescription pharmaceutical and over-the-counter product inventory audits Compiled customer demographic, allergy and medical history background Established and updated patient profiles, including lists of medications and insurance details Accurately selected, measured and combined prescription components to prepare custom orders Prepared and submitted claims to insurance companies for payment Received and verified daily incoming drug inventories, reported discrepancies and logged items into inventory system

Created new customer profiles and updated changes such as demographics, allergies, and new medications in pharmacy computer systems

Received written prescriptions and refill requests from patients, evaluating information for completeness and accuracy before filling

Assisted pharmacist with clearing high volume of problem prescriptions and customer questions to maintain optimal team efficiency

Merchandised related products to drive pharmacy department sales Refilled medications, offered insight into over-the-counter products and verified insurance benefits Managed inventories, rotated stock, removed expired or damaged drug products and resolved discrepancies in drug counts

Consulted with customers via telephone or in-person to assist with navigating pharmacy systems and completing requests

Maintained clean and organized pharmacy shelving and work areas Managed medication stocks, including conducting counts, labeling products and maintaining controls Worked with insurance companies to process claims, resolve problems and obtain payments Monitored supply inventory and promptly submitted replenishment orders to prevent shortages Office Administrator / Tribute Properties - Wilmington, NC 01/2010 - 01/2011 Sorted and distributed business correspondence to correct department or staff member, reducing dropped communications and enabling faster responses to key requests Generated shipment invoices, prepared packages and set up courier deliveries for customers Liaised between internal and external stakeholders, providing updated project satus and performance reports Managed reception and lobby area, greeted visitors and responded to requests for information Monitored calendars and scheduled appointments based on CEO's availability and established load limits Coordinated travel arrangements, including booking hotel rooms, car rentals and airfare for staff traveling to domestic and international locations

Administered physical and digital filing systems, keeping records well-organized and easily retrievable by team members

Developed and implemented successful customer relations strategies, opening up communication and dramatically increasing satisfaction scores

Organized workloads to streamline tasks and efficiently oversee day-to-day operations under tight deadlines Scheduled appointments on behalf of staff members to keep office operations smooth and efficient Provided onboarding to new employees and supported all departmental members, resulting in increased productivity and performance

Made orders for new office supplies, closely monitoring supply use and budgets Met incoming customers with professional approach and provided friendly, knowledgeable assistance Replenished office supplies when inventory became low and placed new orders for restocking Worked closely with upper management to help with travel plans, special event coordination, transcribing meetings and admin. tasks

Processed financial documents including contracts, expense reports and invoices Maintained detailed administrative and procedural processes to improve accuracy and efficiency Interacted professionally with both customers and inside personnel, answering questions and responding to phone and email inquiries

Streamlined back office services for clients to promote proper functionality and positive user experience Produced professional and error-free letters, presentations and spreadsheets Reviewed documents and obtained additional information to complete accurate paperwork and avoid delays Promoted efficient and open communication by preparing collateral for team and client meetings, taking notes and distributing information to relevant stakeholders Coordinated schedules, administrative functions, quality assurance and process improvements Produce Associate / Edens Produce - Wilmington, NC 04/2009 - 09/2014 Helped customers complete purchases, including processing payments and bagging items Updated signage to reflect current prices and help promote target merchandise Restocked produce and removed expired or damaged merchandise Prepared products for sales floor by adding tags and readying pallets or restocking Assisted customers based on currently available product, promotional and policy information Placed new produce orders based on expected demand Completed daily cycle counts and monthly audits of specified segments to keep inventory current and accurate Arranged products in an organized and professional manner Reviewed current planograms and end cap placements to properly merchandise items Checked prices and found requested products in the store for customers Prepared cut vegetables and fruits and packaged for purchase Greeted customers and provided immediate and courteous service at all times Cleaned shelves and restocked with new inventory when products were running low CERTIFICATIONS

SKILLS

Received and unloaded new products upon delivery, checking for damage and order accuracy Oversaw refrigeration, freezer and cooling areas to check for proper functioning and reported any issues immediately to store managers

Ensured that the work environment was kept safe, neat and clean at all times Examined grocery products to ensure that expired or spoiled items were removed immediately from stock and adhered to the “first in, first out” rule

Followed company guidelines for cleaning and sanitizing all work surfaces and equipment Reviewed tags on product shelves for proper pricing and made price changes when requested by supervisor Registered Certified Pharmacy Technician (CPhT)

Pharmacy Technician Certification Board

01/2016

Good Clinical Practice (GCP) Certified

Collaborative Institutional Training Initiative (CITI): U.N.C.W 01/2016

Human Subjects Research Certified

Collaborative Institutional Training Initiative (CITI): U.N.C.W. 02/2015

Project Management Certification

Lynda Learning/LinkedIn

In Process

Six Sigma Certification

Lynda Learning/LinkedIn

In Process

Systems implementation

Work flow planning

Project scope

Results-oriented

Client relations

Account development and networking

Complex problem resolution

Organized

Staff training and motivation

Conflict management

Process improvement

Data review

Cultivated customer rapport to gather project scope and deliver completion followup to identify issues for corrective action

Detail-oriented

Project management

Teamwork and collaboration

Critical thinking proficiency

Developing curriculum

Individual instruction

Project coordination

Clinical training

Medical device products and services

Product development

Extensive medical terminology knowledge

Self-discipline

Maintaining quality assurance standards

Strong medical ethic

Clinical issues understanding

Confident public speaker

Team leader

Healthcare platforms

Unsurpassed work ethic

Optimizing and performance tuning

Best practices and standards

Information security

Project documentation

Individual and group instruction

Issues resolution

Conflict and dispute resolution

Training and coaching

Cross-functional collaboration

Process management

Troubleshooting

Policy implementation

Device configuration

Account management

Performance monitoring

Performance evaluation

Public speaking

Stakeholder relations

Data analysis

System updates

Hardware expertise

New program installations

Staff development

Shipment preparation

Planning and coordination

System installations

Academic support

Policy and procedure improvements

Policy evaluation

Process improvements

Product assembly

Quick learner

Software integration and updates

Defect resolution

Consultancy and advisory

Team leadership

Training program design

Complaint resolution

Healthcare administration

Troubleshooting and resolution

User technical support

Positive learning process

Product line expansion

Expense reimbursements

Presentations and public speaking

Staff training and development

HIPAA trained

Pharmaceutical storage awareness

Strong decision-making ability

Excellent telephone etiquette

Pharmaceutical distribution familiarity

FDA compliance

Strong clinical background

Troubleshooting malfunctioning equipment

Hospital and retail pharmacy professional

Efficient and accurate

Pyxis system

Problem solving

Time management

Abbreviations comprehension

Workflow Optimization

Pharmacy operations

Drug formulation and compounding

Research experience

Procedure standardization

Culturally sensitive

Sound decision-making

Web technologies and service

Salesforce expertise

Epic expertise

Pyxis expertise

Pharmogistics expertise

EMR expertise

CRM expertise

Staff development/training

Compliance requirements

Coordinating paperwork

Internet savvy

Excellent communication skills

Customer relationships

Persuasive communication expertise

Event planning

Goal-oriented

Customer training

Sales force training

Strong lead development skills

Salesforce development and design

Continuous process improvement

Data conversion and migration

Data testing

Database administration

EDUCATION AND TRAINING

WEBSITES, PORTFOLIOS, PROFILES

Team management

Research

Task delegation

Process monitoring

SalesForce UI development

Information systems management

CRM workflow development

University of North Carolina At Wilmington - Wilmington, NC Bachelor of Science: Clinical Research

Cape Fear Community College - Wilmington, NC

Associate's Degree: General Arts and Communications Studies Topsail High School - Hampstead, NC

High School Diploma

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