Customer Service Manager

Wayne R. Van Dorn, R.Ph.

**** *. ******* *******, ******** 60656 773-***-**** *********@*********.***

Objective:

To use the knowledge and experience gained from twenty- six years of practical pharmacy experience where I could contribute to a team providing services to patients with various needs

Qualifications Summary:

Respected Pharmacist with twenty-six years experience in retail pharmacy and over fourteen years as Pharmacy Manager with an emphasis on excellent customer service and efficient work flows by employing team effort s while increasing gross profits and maintaining state and federal compliance.

• Supervised and directed the pharmacy processes, and activities of personnel, to ensure the efficient and timely dispensing of medications to the customer

• Trained, encouraged, and supported pharmacists and technicians with an emphasis on work flow, customer service and team effort; scheduled work hours, resolved conflicts

• Counseled patients and provided information on drug interactions, side effects, dosage and storage of pharmaceuticals

• Experienced in opening a new retail pharmacy as Pharmacy Manager

• Maintained and established procedures concerning quality assurance, security of controlled substances and disposal of hazardous waste

• Managed inventory levels by following procedures thoroughly, keeping the pharmacy well organized, and ensuring accurate counts (key measure: days of supply)

• Implemented pharmacy workstation procedures by supporting good customer communication, monitoring promised time, telephone hold time, drive through wait time and other relevant service performance indicators

• Managed drug recall, salvage, and overstock returns

• Conducted controlled substance inventory; prepared pharmacy for annual inventory

• Ensured continual compliance with all state and federal rules and regulations governing drugs

• Communicated with doctors for new prescription orders and/or substitute for non formulary drugs

• Ability to interact constructively with members of a culturally diverse work environment

Professional Experience:

CVS Caremark, Chicago, IL

Pharmacy Manager August 2008 – January 2011

Staff Pharmacist September 2006 – August 2008

Walgreens, Chicago, IL

Pharmacy Manager January 1994 – August 2006

Staff Pharmacist August 1985 – January 1994

Pharmacy Technician July 1984 – August 1985

Education:

University of Illinois, College of Pharmacy Chicago, Illinois Bachelor of Science in Pharmacy 1985

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