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, NYSkills
- 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
- 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
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