Technical Support Pharmacy Technician

Zarin Roach

Remote 601-***-**** **********@*****.*** https://www.linkedin.com/in/zarin-roach

Professional Summary

Product Implementation

Product Integration

Stakeholder Management

Business Process Mapping

Retention

Negotiation

Cross-Functional Collaboration

System Implementation

SaaS

Strategic Planning

Organizational Leadership

Presentation Facilitation

Conflict Resolution

Schedule Coordination

Data Management

Project Management

Process Improvement

Data Analysis

Problem Solving

Research

Training

APPLICATIONS

Salesforce

JIRA

Microsoft 365 & Office Suite

Google Suite

HubSpot

Slack

Genesys

VPN

Microsoft Teams

Zendesk

Sitelink

Zoom

CERTIFICATIONS

Google Technical Support Foundations Incident & Problem Management (ITIL) v4 Foundation NHA Certified Pharmacy Technician (CPhT)

PROFESSIONAL EXPERIENCE

Cyncly January 2024 – March 2025

Customer/Software Support Agent

●Lead quality assurance efforts, drafted and trained staff on SOPs to standardize processes in a new department, ensuring scalable support for diverse B2B and SaaS clients

●Utilized advanced troubleshooting methods for user end support, SQL, and cross-department collaboration to resolve technical issues, ensuring fast, effective resolutions and high customer satisfaction

●Drove communication improvements across support channels (phone, email, Zendesk), optimizing the customer experience and enhancing retention

●Provided Tier 1-2 technical SaaS support, onboarded, and collaborated with customer success and development teams.

Storable September 2022 - January 2024

Software Support Specialist (Tier 1 & 2)

●Delivered 80%+ cSAT ratings, consistently exceeding company benchmarks in SaaS support and client communication

●Led root cause analysis for complex issues, end user support (password resets, software instillations), replaced workstation peripherals, documenting resolutions in Salesforce, JIRA, and Genesys, driving continuous improvement across support processes

●Provided mentorship to Tier 1 agents on how to provide basic help desk support in a call center, improving onboarding efficiency and frontline resolution rates

●Spearheaded cross-training while assisting with desktop configuration, software deployment, and basic database queries such as updating firmware and equipment.

●Resolved end-user issues via remote support tools and documented solutions and server hard and software

Enclara Pharmacia September 2020 - September 2022

Customer Success Specialist

●Consistently performed in the 90th percentile, delivering exceptional customer service and technical support to ensure high customer satisfaction and loyalty in a fast paced Call Center environment

●Diagnosed and resolved technical issues with the Enclara App (E3), utilized by prescribers and nurses, by conducting thorough troubleshooting and providing timely and effective technical support, yielding a 27% decrease in average issue resolution time

●Maintained meticulous documentation of investigational findings while performing audits on calls taken via the call center and correspondence from audits in Salesforce, enabling accurate tracking of customer issues and resolutions for future reference.

●Collaborated with the development team responsible for the Enclara App, leveraging client data and insights gathered as an application specialist to identify common app issues and suggest improvements to enhance functionality and resolve pain points as well as workflow issues, leading to a 18% reduction in reported bugs and increased user satisfaction

●Contributed to improving medication ordering turnaround time by actively participating in the enhancement of app ordering functions, streamlining the process and reducing errors

●Engaged in effective communication with account managers, vice presidents, and hospice staff to provide expert advice and support on pharmacy-related issues encountered during the medication ordering process, fostering strong relationships and ensuring optimal customer experience

●Worked closely with multiple departments and helped strategize ways to maintain queues, and prevent case backlogs

●Optimized internal software to record and evaluate outcomes of all calls made to clients throughout the company and strategized to develop personalized training processes for improvement, emerging trends with client questions, and correcting or bettering SOP’s to ensure internal and external satisfaction.

Kroger Pharmacy July 2020 - December 2020

Certified Pharmacy Technician Specialist

●Streamlined he process for customers to obtain items ordered from the company's ordering systems, reducing order fulfillment time by 24% and increasing customer satisfaction by 29%

●Developed and implemented a new training model for employees and interns, reducing onboarding time by 19% and improving overall team performance

●Trained and supported employees in familiarizing themselves with the company's technology systems, yielding a 26% decrease in system-related errors and a 41% increase in system adoption

●Provided regular adjustments and follow-ups with managers, producing an improvement in program efficiency and effectiveness

●Assisted in medication management tasks, including counting, measuring, and preparing medications, while advocating for patients, resulting in a decrease in medication errors and a reduction in insurance claim rejections

Education

Accelerated BS and MS Program – Information Technology Management

Western Governors University – October 2024 – Present

Contact this candidate