Service Desk & IT Support Professional

Mahathi Tadepalli

**** ********* **** ● Powell, OH 43065 ● 267-***-**** ● ******************@*****.***

Objective

Motivated and customer-focused professional with hands-on experience in pharmacy operations, teaching, and technical support. Skilled in multitasking, handling high-volume customer calls, and delivering empathetic service. Seeking a long-term opportunity in service desk support where I can leverage my strengths and grow into the IT field.

Summary

Experienced in pharmacy operations, teaching, and customer support, with exposure to technical environments. Proven ability to provide clear, effective communication across multiple channels including phone, chat, and in-person. Strong background in resolving customer concerns, managing inbound calls, and maintaining HIPAA compliance while handling sensitive information.

Professional Experience

Walgreens, Powell, Ohio

Pharmacy Technician (March 2023 – Present)

• Received and managed a high volume of incoming calls daily from patients, caregivers, and healthcare providers.

• Listened carefully to patient concerns over the phone, provided step-by-step guidance, and resolved prescription or insurance issues in real time.

• Offered empathetic and professional support to patients regarding medication availability, refills, insurance coverage, and wait times.

• Handled time-sensitive and confidential calls regarding prescription authorizations and insurance claim statuses.

• Collaborated with pharmacists and used pharmacy software to ensure accurate and timely resolution of medication-related queries.

• Balanced in-store responsibilities while consistently prioritizing urgent phone support needs during peak hours.

• Maintained composure and clarity while handling complex, multi-step issues and navigating various systems to assist callers.

• Maintained HIPAA compliance and ensured sensitive information was protected during every interaction.

Vishwabharathi Junior College, Hyderabad

Lecturer (June 2017 – April 2019)

• Delivered lectures in chemistry to junior college students as part of the intermediate curriculum.

• Developed and evaluated assignments, practicals, and exams for academic assessments.

• Guided students in academic and career planning with a focus on competitive exams preparation.

• Coordinated with faculty and staff to curriculum completion and quality education.

Vikas – The Concept School, Hyderabad

High School Teacher( June 2012-April 2017)

• Taught high school science subjects with an emphasis on interactive learning and academic excellence.

• Designed engaging lesson plans and conducted regular assessments to track student progress.

• Maintained effective classroom management and supported student well-being and discipline.

• Fostered strong relationships with students, parents, and staff through open communication.

Skills

• Strong communication skills with ability to explain complex topics clearly.

• Excellent multitasking and time management in fast-paced environments.

• Proficient in pharmacy software, data entry, and customer support systems.

• Skilled in high-volume call handling with professional tone and problem-solving.

• Technically inclined with growing interest in IT and service desk operations.

• Reliable during peak hours with consistent performance.

Education

M.Sc in Analytical Chemistry

B.Sc in MPC (Mathematics, Physics, Chemistry)

Certifications

• Certified Pharmacy Technician Trainee

• HIPAA compliance trainee

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