Customer Service
Resume:
# Kathleen Baker
Peoria, IL *****
***************@*****.***
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# Professional Summary
Customer-focused professional with over 3 years of experience in delivering exceptional service in healthcare and retail environments. Adept at resolving customer concerns, providing personalized solutions, and fostering positive relationships. Proven ability to handle high-pressure situations with professionalism and efficiency. Certified in pharmacy operations and forklift safety, with strong organizational and communication skills to ensure customer satisfaction.
Willing to relocate to: Georgia - Tennessee - Lincoln, IL
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# Work Experience
## Pharmacy Technician
**CVS Pharmacy – East Peoria, IL**
March 2021 to June 2022
- Delivered personalized customer service by answering questions about medications, side effects, and drug interactions.
- Counseled patients on proper medication usage, storage requirements, and over-the-counter (OTC) products tailored to their needs.
- Collaborated with healthcare providers to resolve insurance coverage issues and obtain prior authorizations for medications, ensuring a seamless experience for patients.
- Educated patients during counseling sessions at pick-up or over the phone, ensuring clarity and satisfaction.
- Maintained confidentiality of patient information in compliance with HIPAA regulations, fostering trust and professionalism.
- Assisted in resolving customer concerns regarding prescriptions, ensuring a smooth and positive experience.
- Participated in quality improvement initiatives to enhance customer satisfaction and operational efficiency.
## Cashier
**Walgreens – Washington, IL**
April 2019 to February 2021
- Provided exceptional customer service by greeting customers warmly and addressing inquiries or concerns.
- Resolved customer complaints regarding pricing errors, product availability, and returns with professionalism and efficiency.
- Assisted customers with special needs or disabilities to ensure a comfortable and accessible shopping experience.
- Built rapport with regular customers by remembering preferences and providing personalized service.
- Suggested alternative products and implemented upselling techniques to enhance the customer experience.
- Maintained a clean and organized checkout area, ensuring a pleasant environment for customers.
- Demonstrated strong problem-solving skills when addressing customer concerns, contributing to overall satisfaction.
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# Education
## Forklift Driving (OSHA Forklift Safety Training)
**Goodwill Industries – Peoria, IL**
September 2025
## Criminal Justice (College)
**Bryant & Stratton College – Remote**
March 2025 to August 2025
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# Skills
- Customer service excellence
- Problem-solving and conflict resolution
- Communication and interpersonal skills
- Medical terminology
- Pharmacy technician experience
- Organizational and time management skills
- Inventory management
- Typing and data entry
- Microsoft Office proficiency
- Phone etiquette and professional communication
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# Certifications and Licenses
- **Pharmacy Technician License**
- **Forklift Certification**
- **Workforce Readiness Certification**
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Kathleen Baker is a results-driven professional with a strong focus on customer service, ensuring satisfaction and building lasting relationships in every role.
Contact this candidate