Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

VICTORIA KNIGHT

Brooklyn,NY

Summary

Customer Service Representative with 17+ years of customer service and 8+ years of pharmacy experience bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.

Overview

5
5
years of professional experience
1
1
Certification

Work History

Pharmacy Experience

Capsule Pharmacy – Remote
05.2021 - Current
  • Promoted to L2 and trained in first contact resolution
  • Resolve incoming text, chat, email, and call correspondence for 7+ hours per day
  • At request of customers, basic skills include processing prescriptions, updating customer info, scheduling customer prescription deliveries, resolving insurance issues
  • L2 Skills include payment management (Stripe), delivery management (On Fleet), customer and doctor account management, customer escalations, refill request management from providers, processing non-clinical overrides from insurance providers, and responding to internal Capsule helpline for L1 agents to assist them in resolving their assigned correspondences
  • Developed excellent communication skills while interacting with patients, doctors, nurses, and other healthcare professionals
  • Comply with state laws governing practice of pharmacy in each Capsule Market
  • Certified Pharmacy Technician: Pharmacy Technician Certification Board (PTCB) #10028827

Certified Pharmacy Technician

Walgreens Pharmacy
01.2019 - 05.2021
  • Proficient in CPhT duties utilizing pharmacy systems to enter patient and drug information, accurately
  • Reported errors to pharmacist and adheres to Company policies and procedures
  • Processed manual claims for third party program prescription services
  • When processing, processed approximately 400 scripts per day on a processing team of 3 people
  • When working with fulfillment team, fill approximately 33 scripts per hour
  • Received and processed medication deliveries via FedEx
  • Answered incoming phone calls and addressed questions from customers and healthcare providers.

Education

Pharmacy Technician Certification - Pharmacy

Kingsborough Community College of The City University of New York
Brooklyn, NY

Skills

    • Workflow Optimization
    • Telephone Etiquette
    • Quality Assurance
    • Medical Terminology
    • First Contact Resolution
    • Data Entry
      • Interpersonal Communication
      • Analytical Thinking
      • Technological Skills
      • Supervision and Leadership
      • CRM software proficiency

Certification

  • Certified Pharmacy Technician: New Jersey Attorney General's Office #28RW05227700
  • Certified Pharmacy Technician: Pharmacy Technician Certification Board (PTCB) #10028827
  • Certified Pharmacy Technician: Pharmacy Technician Certification Board (PTCB) #30116261

Timeline

Pharmacy Experience

Capsule Pharmacy – Remote
05.2021 - Current

Certified Pharmacy Technician

Walgreens Pharmacy
01.2019 - 05.2021

Pharmacy Technician Certification - Pharmacy

Kingsborough Community College of The City University of New York

Similar Profiles

CREATE PROFILE
VICTORIA KNIGHT