Customer Service Operations Manager

Lince Jacob

**** ***** **** ** ******* Island, FL

904-***-**** **********@***.***

Healthcare Supervisor

& Pharmacy Operations Manager

Pharmacy Management Talent Development Retail Operations

Seasoned leader with expertise in various facets of healthcare, pharmacy management, and retail operations, including budgeting, forecasting, recruitment, and training within a top-tier pharmacy. Experienced and highly skilled in collaborating with staff and senior management within the organization to achieve business and financial objectives. Proficient mentor who inspires management teams to operate at their optimal levels. Adept at analyzing key financial metrics, and developing and implementing action plans that increase profits and reduces overall costs. Instrumental in streamlining and improving processes, enhancing productivity, and directing staffing solutions. Committed to providing best in class customer service while organizing and prioritizing projects.

Talent Development

Inventory Management

Strategic Planning & Analysis

Exceptional Customer Service

Workflow Process Management

Community Engagement

New Business Development

Relationship Management

Sales & Marketing

Patient Education

Leadership

Performance Appraisals

Professional Experience

Walgreens, Jacksonville, FL 2002 – Present

Area Healthcare Supervisor, 2015 – Present

Ensure the initiatives of the store, district, area, region, and company are achieved through active collaboration with all corporate departments, department heads, and senior management

Conduct business forecasting and analysis for business planning sessions and use results to guide the Director of Retail and Pharmacy Operations in the development of pharmacy improvement plans, holding District Manager accountable for execution of plan

Deliver coaching and mentoring to empower District Managers to drive pharmacy and healthcare goals, successfully growing employee engagement, increasing overall performance, and developing future leaders

Partner with Operations Trainers to design pharmacy training requirements and curriculum

Key Pharmacy contact for FAMU and University of Florida and a member of the Apothecary board with FAMU

Key Partner with BMC Jax and OPMC Jax with the 340 B initiatives and Bedside/transition care services

District Pharmacy Supervisor, 2007 – 2015

Realize company objectives, drive strategic corporate initiatives, and nurture top talent through mentoring, coaching, and inspiring positive behavior and actions of team

Create operational efficiencies and increase profits by identifying team members’ strengths via SWOT analysis and encouraging active collaboration of cross-functional teams

Promote heath, wellness, and goodwill in district through active participation and initiation of community events

Establish store and administrative level budgets for District 116 by analyzing key financial metrics, trends, potential opportunities for implementing improvements

Pharmacy Manager, 2005 – 2007

Managed annual budget of over $13 million, consistently attaining profit and margin targets while enhancing processes to reduce overall costs

Utilized leadership and results-oriented skill set to take ownership of supervising the pharmacy department, comprised of six pharmacists and fourteen technicians

Pharmacy Manager (Continued)

Spearheaded the development of financial reports that aided in business decision-making processes

Recruited, trained, and scheduled pharmacist and technician team to adhere to the best practices and consistently achieve positive results to the pharmacy

Staff Pharmacist, 2003 – 2005

Identified therapeutic goals and outcomes of prescribed therapy, educating patients on the process

Partnered with the Pharmacy Manager to meet monthly goals through effective inventory management and monitoring payroll

Confirmed proper verification of medications, implemented accurate utilization of the pharmacy’s workflow processes, and provided consistent exceptional customer service

Pharmacy Intern, 2002 – 2003

Effectively communicated with physicians to refill medications and follow up with customers, while collaborating with the pharmacy team on workflow processes

Counseled patients on over-the-counter and prescription medications to ensure proper usage

Ensured the pharmacy sustained appropriate inventory levels by continuously tracking inventory

Previously interned at Rite Aid in New York, NY as a Pharmacy Intern.

Education & Credentials

Bachelors of Science, Pharmacy, Mahatma Ghandi University, Kottayam, India, 2002

Pharmacist License, Illinois Board of Pharmacy, 2010

Pharmacist License, Georgia Board of Pharmacy, 2010

Pharmacist License, New York Board of Pharmacy, 2010

Pharmacist License, Florida Board of Pharmacy, 2002

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