An effective communicator and problem-solver with a strong background in technology

Highly organized with attention to detail; Customer service oriented, and solution-driven.

Registered Pharmacy Technician PTCB Certified Pharmacy Technician

Technical troubleshooting and Support

Proficient in Microsoft Office

Professional Experience

CVS Caremark/AETNA Insurance, Plantation, FL

Supervisor Service Operations 06/2018 – 02/2023

Responsible for the daily activities and supervision of a team of employees supporting business segment functions. Responsible for the quality, efficiency and effectiveness of own team, identifying and resolving routine problems. Develops, motivates, evaluates and coaches staff on work procedures, proper call handling and teamwork delivering excellent customer service. Visible and available to staff to answer questions, monitor calls and give ongoing feedback. Assess individual and team performance on a regular basis.

Senior Pharmacy Technician 11/2017 – 06/2018

Evaluates and authorizes approval of prior authorization pharmacy requests from prescribers received by telephone and/or facsimile using client clinical criteria. Researches, resolves, ad documents prior authorization outcomes in the pharmacy system. Monitors telephone system to ensure adequate staffing to maintain client service levels. Assessed training needs with the team, served as a training resource, mentor, ad coach to others particularly new hires. Demonstrated, advocated, and reinforced a positive team environment, professionalism, and the need to present a positive image of the company when interacting with customers.

Pharmacy Technician 05/2017 – 11/2017

Integrated Staffing Services/AETNA Insurance, Sunrise FL

Contingency Contract Pharmacy technician 11/2016 – 5/2017

Responsible for answering incoming calls from members/physicians/pharmacists as well as incoming faxes from physician’s offices while ensuring a high level of customer service and maximizing productivity. Review and approve/deny request for prescriptions prior authorizations, non-formulary medications, step therapies, tier exceptions, and quantity limits per Pharmacists approval while following CMS guidelines. Consults with member and/or physicians regarding use of medications and potential drug interactions with the assistance of the Pharmacists.

Skyemed Pharmacy & Infusion Services, Pompano, FL

Completed 240 hours Registered Pharmacy Technician Training Program 01/2016-11/2016 (Volunteer work) - Assist Pharmacist with interpreting, filling, and labeling prescription orders, entering patient data into computer system, communication with patients, other office personnel as well as other Healthcare professionals Program covered: retail, specialty, and sterile compounding was also covered, managing inventory, performing pharmacy calculations and maintaining efficiency and accuracy to prevent medication errors. Customer service was a focal point.

Chewy.com, Dania Beach, FL

Customer Service Representative 06/2015-11/2016

Provide excellent customer service through a united team using telephone, emails, and online chat sessions to swiftly resolve issues, eclipse expectations, and deliver sublime customer support. Using technical and critical thinking abilities to master Chewy’s internal administration systems, manage customer accounts, troubleshoot bugs, and solve any issues that may create potential problems. Thinking creatively and passionately about ways in which to make every customer interaction as meaningful as humanly possible.

Fortis Institute, Ft. Lauderdale, FL

Program Director/Instructor 11/2008 – 11/2014

Taught General Education English and Math to adult students across all programs and Introductory Electronic classes for the HVACR program offered at Fortis Institute. Program Director/Instructor for the Information Technology and Biomedical Technician (ITBT) program, which was designed to prepare student for career in the Hospital industry providing preventative maintenance and repair of diverse hospital equipment.

Educational Credentials

Masters Business Administration/Technology Management (online)

University of Phoenix, Ft Lauderdale, FL

Bachelor of Science (BS) in Paralegal Studies

University of Southern Mississippi, Hattiesburg, MS

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