To be an essential employee of a stable company where outstanding communication skills, relevant work experience, education can be utilized
Communication – able to deal with internal and external customers at all levels via telephone, in-person, and email, to ensure successful communication via actively listening and probing questions.
Problem-solving - committed and have a sincere desire to solve the customers' problems. My ability to ask the right kind of questions will be a key factor in providing an effective solution.
Team Player - Enjoys sharing knowledge and encouraging the development of others to achieve specific team goals.
Planning and organizing - Refined planning and organizational skills that balance work, team support and ad-hoc responsibilities in a timely and professional manner. Experience dealing with accounts receivables and banking duties
Systems knowledge – Proficient in Microsoft Office 2010 (Word, Excel, PowerPoint, Access, Outlook), Panasonic DP 8035, QuickBooks 2012, Microsoft Office 365, Google Hangouts, Yammer, Microsoft Teams, Kroll Computer System, Nexxsys, Fillware Rx Management, Delta, HealthWatch System, ABELMed, York-med Systems Inc., OHIP Billing, CanPar, Purolator, Speedia Express, PharmaClik/McKesson Ordering Website, Kohl and Frisch (K&F) Ordering Website, PharmaClik Rx, Avaya, Syntelate, Cisco Webex, JIRA, Team Viewer, Confluence, BMC Remedy IT Service Management, Automated Dispense Interface (ADI), Electronic Health Record – Drug Information System (EHR – DIS), FaxTalk, Alberta Netcare, Document Scanner, PrescribeIT, SharePoint, iCloud, Skype, etc.
Pharmacy Assistant Medix College of Healthcare August 2014
Medical Office Administration Business and Technical Training College April 2013
Personal Support Worker Robetech Institute, Inc. December 2005
Bachelor in Banking & Finance Polytechnic University of Philippines May 2003
Senior Customer Care Tech Representative McKesson Canada (PTS) Mar 2018- current
Troubleshoot and find a resolution for product issues and questions relating to pharmacy processes and best practices.
Thorough knowledge of pharmacy dispensary process.
Provide 1st level system support for all systems used within customer pharmacies (PharmaClik Rx, Nexxsys, ADI, AB Netcare, EHR-DIS, PharmaClik/McKesson Ordering Website, etc.)
Identify the level of product knowledge of the customer and adjust technical communications to solve the customer's problem.
Follow up with customers, IT teams, managers and vendors regarding outstanding incidents and defects to provide resolution and updates (BMC Remedy IT Management, Cisco, Teams, Microsoft Outlook, Skype, Confluence, Jira, etc.)
Escalate complex problems as necessary.
Remotely connect to stores to perform maintenance and problem diagnosis/resolution.
Provide solutions to problems and advice, regarding best practices.
Providing input on what is important for pharmacies with regard to software needs.
Maintain up to date knowledge of pharmacy and retail industry.
Perform other duties as assigned to support McKesson Pharmacy Technology Solutions (PTS).
Employ a high level of interpersonal and communication skills to defuse customer frustration and move toward a solution.
Deliver quality resolutions in a timely manner by interpreting customer problems, researching available resources, and applying solutions in accordance with established guidelines and procedures.
Achieve and maintain required performance standards - Including but not limited to; call quality, customer satisfaction, and call resolution.
Adhere to shift schedules and maintain acceptable attendance. Provide shift or off-hours pager support, when necessary.
Search and retrieve data from various databases.
Log all incoming calls and accurately create summery and action notes in call tracking/incident management application.
Participate in training activities to maintain technical currency, and to broaden product knowledge
Patient Assistant Specialty Health Network (SDM) Jan 2017 – Mar 2018
first line contact with patients and retail pharmacies for all outbound calls
utilized superior communication and customer service abilities in support of all Patient Contact Centre (PCC) pharmacy programs
adhered to program specific data entry guidelines and requirements with good documentation practices using pharmacy and internal software applications (Syntelate, Avaya, HealthWatch, Delta)
met and/or exceeded established weekly, quarterly and yearly performance metrics and quality goals
provided ongoing feedback to management personnel regarding program operations and potential improvements to quality, efficiency, and overall program performance
maintained patient confidentiality in all interactions including handling of incoming prescriptions, the volume of voice, shredding of documents where required, and the attainment of patient consent
stayed within the scope of a Patient Assistant, PCC and correctly identifies when it is appropriate to refer to a Pharmacist
practiced within legal requirements and ethical principles, and demonstrate professional integrity and acting to the uphold professional standard of practice and obliging to The Personal Health Information Protection Act
Pharmacy Assistant (PT) Guardian Pharmacy Mar 2016 – Jun 2017
Pharmacy Assistant (PT) Shoppers Drug Mart Dec 2016 – Jan 2017
Pharmacy Assistant (PT) Loblaws Supermarkets Ltd Oct 2016 – Jan 2017
Pharmacy Assistant Pace Pharmacy Oct 2014 – Oct 2016
Pharmacy Assistant (PT) Amit Lekhi Drugs Inc. Oct 2014 – Dec 2015
Pharmacy Assistant (PT) Regency Drug Limited Sept 2014 – Oct 2014
Pharmacy Assistant (PT) Healing Hands Pharmaceutical Sept 2014 – Oct 2014
patient greeting and confirmation of the accuracy of all pertinent prescription information prior to filling,
data entry of patient care information using Fillware, Nexxsys, HealthWatch, Kroll &/or Delta, Third Party adjudication (if necessary),
accurately dispensed prescription medications; package blister pack medications,
maintenance of pharmacy stock through inventory control systems,
handled general OTC inquiries from patients and referral to Pharmacist where required and necessary,
managed pick-up and drop-off of prescription, courier, NDs, MDs
assisted with cashier responsibilities as required in the Pharmacy
processed MD’s & ND's order, invoicing, handling shipping and billing (credit card, online payment)
compounded medications based on a practitioners prescription in which individual ingredients are mixed together in the exact strength and dosage form required by the patient
planned, organized and directed a specific range of training activities for new-hires
Medical Office Assistant (PT) Royal College Medical Centre Apr 2013 – Sept 2014
greeted patients validated health cards, scheduled and confirmed medical appointments, handled OHIP billing
coordinated consultations, lab, and diagnostic tests; received and made phone calls, fax, and e-mails
kept the appointment book, patients’ charts and their records current and organized
managed the physician’s schedule (on-call time, time at the Emergency Room, walk-in or urgent-care clinic, meetings or speaking engagements)
ordered supplies (kept a record of what supplies have been ordered)
educated patients; explained test procedures to patients, and directed them to helpful resources
Property Administrator Simsons Management Jan 2012 – Dec 2012
acted as the frontline contact to deal with queries from Unit Owners, Tenants, and the general public
performed financial and administrative tasks to property management in a timely, efficient manner
ensured that the office runs smoothly by overseeing the ordering of supplies, the office equipment maintenance, and general maintenance needs
opened and distributed mail; acted as a contact for office building property manager to deal with office repair and maintenance issues;
involved with the coordination and implementation of office procedures;
devised and maintained office systems; invoicing; booking rooms and conference facilities;
communicated with staff in other departments and with external contacts
Recalls & Repairs Inventory Staff Young Manufacturer’s Inc. May 2010 – Dec 2011
maintained acceptable and accurate inventory levels with a record of all transfers and disposal
reported shortages, overages and all inventory levels monthly for replenishment;
responsible for classifying, labeling and warehousing all inventory for future use;
coordinated with all department managers and purchasing on inventory levels and locations;
implemented and followed a control system to reduce damage, breakage and inventory obsolescence
conducted and supervised training for new-hire
Executive Assistant Advance Home Systems May 2008 – May 2010
communicated with management regarding job postings; post job ads online; maintain posting files
closely worked with senior managerial or directorial staff to provide administrative and HR support;
traveled with the manager to take notes or dictation at meetings or to provide general assistance during presentations; produced documents, briefing papers, reports, and presentations;
dealt with phone calls, inquiries, email, faxes, and post, often corresponding on behalf of the manager;
carried out background research and presented findings; interacted with clients, suppliers and other staff
organized and attended meetings and ensured the manager is well prepared for meetings;
Contractual Treasury Assistant Robinsons Savings Bank Feb 2004 – Feb 2005
responsible for encoding necessary information for documentation of all Treasury’s government security transactions
handled the delivery of GS (Government Securities) records to the investors’ updated address
accountable for AMLA (Anti-Money Laundering Act) report to be submitted to the Audit Department
CALL CENTER EXPERIENCE
April 2007 – April 2008 Globe Telecom Incorporated
As an Inbound Customer Service Associate
October 2006 – October 2007 V-Connect Incorporated
As a Call Center Agent (American Diabetes Association; Fido, Telus, Virgin Mobile UK; Ronco US)
February 2005 – May 2005 Pacific Hub Corporation
As a Sales Associate (B2B Campaign)