Customer Service Quality Control
Resume:
JACKLINE
TAWFIK
***************@*****.***
Allentown, PA 18104
Online Profile
Productive pharmacist with a proven track record of excellent customer service and consistent results. Demonstrates excellent communication skills, a professional attitude, and a keen attention to detail. Dedicated to utilizing the latest technologies and processes for maximum efficiency. Experienced in patient education and retrospective drug review, specializing in screening for drug-drug interactions and therapeutic duplications. Recognized for collaborative approach, adaptability, and delivering high-quality results in dynamic healthcare environments. Skilled in accurately filling medication prescriptions while adhering to safety and quality control standards. Strong focus on excellent customer service, issue resolution, and inquiry management. Dynamic individual with hands-on experience in customer service, known for problem-solving skills, a proactive approach to new tasks, adaptability, creativity, and a results-oriented mindset. Committed to making meaningful contributions and advancing organizational goals through exceptional communication and project management skills. Detail-oriented team contributor with exceptional organizational capabilities. Experienced in handling multiple projects simultaneously while ensuring accuracy and meeting deadlines effectively. PROFESSIONAL SUMMARY
SKILLS
• Problem-solving abilities
• Adaptability and flexibility
• Clinical decision making
Verbal and written
communication
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• Teamwork and collaboration
• Relationship building
• Task prioritization
• Customer service
• Attention to detail
Lake Erie College of Osteopathic
Medicine
Erie, PA • 06/2014
Doctorate of Pharmacy: Pharmacy
EDUCATION
PharMerica - CLINICAL INFUSION PHARMACIST
Bethlehem, USA • 07/2024 - Current
WORK HISTORY
Monitored drug therapies for potential adverse effects, drug interactions, and therapeutic duplications, reducing hospital readmissions rates
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Provided consultations with healthcare providers regarding optimal dosing strategies for high-risk medications in the infusion setting
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Coordinated with nursing staff to develop and implement infusion center-specific protocols for medication administration and monitoring
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Assessed and adjusted medication therapy plans based on patient- specific lab values, culture results, and clinical status changes
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Streamlined workflow processes for efficient medication dispensing and accurate administration
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Effectively prioritized tasks and organized workflow to increase efficiency
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Provided consultations and answered inquiries from patients, healthcare professionals and physicians regarding drugs, potential side effects, and specified use
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Managed approximately 30 incoming calls, Emails and faxes per day from Nurses/Physicians
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Collaborated with interdisciplinary healthcare teams to optimize patient outcomes through individualized pharmacotherapy plans.
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Dispensed and verified patient prescription orders, conducting necessary utilization reviews.
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Effectively prioritized tasks and organized workflow to increase efficiency.
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• Achieved and maintained top customer satisfaction and retention by Walmart Pharmacy - PHARMACY MANAGER
Leighton, USA • 04/2023 - 05/2024
CVS - STAFF PHARMACIST
Ardmore, USA • 05/2022 - 12/2022
Rite-Aid Pharmacy - STAFF PHARMACIST
Upper Darby, USA • 01/2015 - 04/2022
cultivating productive relationships with patients. Monitored and managed pharmacy staff performance to maximize productivity and customer satisfaction
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Enforced compliance with pharmacy regulations and maintained up-to-date records of all medications dispensed
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• Trained pharmacy interns and newly hired pharmacy technicians
• Ordered all pharmacy supplies and kept check on inventory levels Educated patients on possible drug interactions, potential side effects, and optimal methods of administration
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Developed policies and procedures for effective pharmacy management
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• Collaborated with store manager to maintain daily operations Evaluated patient histories to assess medication compliance and spot issues such as doctor shopping or excessive usage
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Recruited, hired and trained all staff, providing direct supervision, ongoing staff development and continuing education to employees
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Established and maintained effective communication with staff, physicians and community organizations to promote high quality patient care
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Developed and updated policies and procedures, maintaining compliance with guidelines relating to HIPAA, benefits administration and general liability
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Educated patients on possible drug interactions, potential side effects, and optimal methods of administration
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• Managed over 20 Flu clinic every Flu season,
• Correctly completed pharmacy daily and weekly reports Evaluated patient histories to assess medication compliance and spot issues such as doctor shopping or excessive usage
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• Verified and labeled prescriptions with 8 point check Partnered with management team to develop and implement in-store programs to increase sales by 10%
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Recommended OTC devices or medication options to help mitigate individual symptoms
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Vaccinated hundreds of patients yearly to provide immunity against influenza, pneumonia and other diseases as well as hosting Flu Clinics increased immunization by 10%
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Saved patients money and increased pharmacy profit margins with therapeutically equivalent and more cost-effective generic drugs
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Conducted routine inspections of medication storage locations and inventory management
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Enthusiastically answered questions regarding medications and side effects and printed out detailed information on pharmaceuticals for customers
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Provided medication therapy management to patients using Outcomes and Mirixa
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• Assessed correct identity, strength and purity of medications when filling prescriptions
Implemented standard procedures for mixing, packaging and labeling pharmaceuticals to enforce quality, security and proper disposal
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Managed pharmaceutical supply procurement and management processes and maintaining records
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Helped patients overcome vaccine hesitancy by providing facts about efficacy and safety data
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Complied with all federal laws, company policies and procedures and state regulations regarding intern, technician and assistant training and licensure
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Coordinated pharmacy staff schedule and assisted with personnel monitoring and performance evaluations
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Regularly stocked shelves, rotated stock and checked for expired medications
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Provided education and support to reduce obesity, diabetes and heart disease
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Fluent
ARABIC
Arabic
Native or Bilingual
LANGUAGES
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