Lead Customer Service Representative

To whom it may concern,

I am excited to apply for the open position at your company. With 17 years of customer service experience, including extensive expertise in call center operations, workflow optimization, and team training, I am confident in my ability to contribute to your team’s success.

In my current role as Lead Customer Service Representative at Covetrus Pharmacy, I manage a call center handling 6,000-8,000 prescriptions daily, ensuring seamless operations and compliance with state laws. My ability to resolve customer issues, streamline processes, and facilitate cross-departmental communication has consistently contributed to increased efficiency and customer satisfaction.

I am highly skilled in data entry, staff training, and navigating multiple systems, including Salesforce and Microsoft Office. My strong attention to detail, combined with excellent time management and organizational skills, has helped me thrive in high-pressure environments while maintaining quality service.

I would love the opportunity to bring my experience and skills to your company and contribute to the continued success of your team. Thank you for considering my application. Sincerely,

Margaret Houston, CPhT, LSSYB

Margaret Houston

MARGARET HOUSTON, CPHT, LSSYB

e m a i l m a r g a r e t h@g m a i l . c om 3 4 6 - 2 7 6 - 6 2 7 9 6 4 0 1 D e l R i o S t A p t . 2 2 1 2 e m a i l m a r g a r e t h@g m a i l . c om 3 4 6 - 2 7 6 - 6 2 7 9 6 4 0 1 D e l R i o S t A p t . 2 2 1 2 Customer service leader with 17 years of expertise in optimizing production workflows and ensuring compliance with regulatory standards. Skilled in managing high-volume caseloads, especially within fast- paced, high-pressure environments, while maintaining exceptional service quality. Adept at collaborating with cross-functional teams, streamlining operations, and recommending effective resources and solutions to enhance customer experience. Proven ability to oversee call center operations, facilitate staff training, and drive process improvements that benefit both client needs and organizational goals. Certified in Lean Six Sigma Yellow Belt and Call Center Operations. P E R S O N A L P R O F I L E

Collaborated with facility leaders to ensure smooth workflow in facility allocations.

Ensured compliance with state laws and departmental procedures. Entered patient and medication information into pharmacy systems accurately.

Resolved customer issues, providing a positive experience. Analyzed and resolved order issues by identifying root causes. Operated multiple systems to assist clients on various platforms. Streamlined processes and identified opportunities for workflow improvements.

Maintained compliance with security protocols and regulatory guidelines.

Facilitated communication between departments to keep teams aligned.

Managed departmental scheduling to balance staff availability with operational needs.

Oversaw call center operations, handling 6,000 to 8,000 prescriptions daily.

Lead Customer Service Rep

Covetrus

Nov 2015 - Present

Acted as the primary point of contact for customer inquiries. Resolved customer issues efficiently and effectively. Transferred physical records to a digital filing system. Verified document accuracy to ensure data integrity. Customer Service Rep

Covetrus

Apr 2006 - Nov 2015

P R O F E S S I O N A L E X P E R I E N C E

E D U C A T I O N

July 1995

Remington College

Pharmacy Technician Program

Aug 2015 to Present

Houston Community College

Cloud Architect

C E R T I F I C A T I O N S

PTCB Certification

Lean Six Sigma Yellow Belt

Call Center Associate Certified

S K I L L S

• Call center procedures

• Data entry

• Staff training

• Analytical thinking

• Time management

• Detail-Oriented

• Customer relations

• Salesforce

• Microsoft Office

• Typing 90+ WPM

MARGARET HOUSTON, CPHT, LSSYB

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