Aimee Oberholzer
Windermere,FL
Summary
Detail-oriented professional with extensive experience in customer experience, client services, and healthcare operations. Expertise in customer relationship management, patient services, and workflow management, complemented by strong skills in issue resolution and team coordination. Committed to delivering exceptional service and operational accuracy in fast-paced environments.
Overview
17
17
years of professional experience
Work History
Shift Supervisor
STARBUCKS
Windermere, FL
03.2014 - Current
- Served 100+ customers daily, providing personalized assistance, product recommendations, payment support, and issue resolution across an estimated 30,000+ annual customer interactions.
- Support a fast-paced customer-facing operation involving 100+ daily customers, employee coordination, cash transactions, inventory controls, loyalty engagement, and service recovery, providing direct transferable experience for Customer Experience, Client Services, Front Desk, and Patient Services positions.
- Resolve complex and escalated customer concerns through active listening, de-escalation, independent judgment, and service recovery, protecting customer relationships and supporting repeat business.
- Promoted products, customer solutions, and loyalty programs during daily interactions, driving sales generation, customer engagement, and repeat business in a $1M+ annual retail operation.
- Trained and mentored 4-6 new employees through hands-on instruction, coaching, performance feedback, and reinforcement of operational and customer service standards, enhancing team readiness.
- Adapt coaching and communication methods to individual employee needs, strengthening performance and service consistency across a 15+ person workforce.
- Coordinated shift schedules to maintain smooth operations and employee coverage. and maintained smooth front-of-house operations.
- Communicated clearly with employees regarding job duties, expectations, and policies.
Pharmacy Technician
CVS HEALTH
McLean, VA
08.2018 - 06.2019
- Supported 3-5 pharmacists in a high-volume retail pharmacy serving 200+ patients daily, coordinating prescription intake, patient information, insurance issues, and workflow priorities within an accuracy-sensitive healthcare setting.
- Balanced prescription data entry, insurance requests, customer service, and pharmacist support in fast-paced environment, processing 1,000+ patient interactions monthly.
- Processed prescription and patient information through RxConnect, entering and updating confidential healthcare data while maintaining accuracy across 200+ daily patient interactions.
- Handled 3-4 insurance verification and prior authorization cases per shift, coordinating with insurance providers and physicians' offices to resolve coverage requirements and minimize prescription-processing delays.
- Communicated with insurance companies and physicians' offices on eligibility, prior authorizations, and coverage issues, facilitating timely resolution of patient-service inquiries.
- Applied pharmacy terminology, prescription-processing procedures, and healthcare data-entry standards while handling protected patient information in accordance with established confidentiality requirements.
Copy & Print Supervisor
STAPLES
Leesburg, VA
09.2009 - 09.2013
- Directed daily Copy & Print operations for a frontline team of approximately 10+ employees, balancing customer service, order intake, production scheduling, quality control, and deadline management.
- Coordinated 50+ customer orders daily for customized copying, printing, and document production, prioritizing time-sensitive requests to ensure on-time delivery.
- Supported Copy & Print revenue through precise order processing and tailored recommendations, contributing to $100K+ annual service-sales volume.
- Improved workflow coordination by aligning employee assignments with incoming order volume and production deadlines, reducing bottlenecks and supporting consistent on-time completion.
- Earned company recognition for "Best Copy," demonstrating measurable performance in customer service, print-production quality, and operational execution during the 2009-2013 tenure.
Education
Some College (No Degree) - Nursing
Valencia College
Orlando, FLSkills
- Customer Experience
- Client Services
- Customer Assistance
- Customer Service
- Inventory Control
- Medical Terminology
- Transaction Coordination
- Retail Operations
- Medication data entry
- Billing assistance
- Issue Management
- Issue Resolution
- Service Recovery
- Conflict Resolution
- Coverage verification
- Active Listening
- Relationship Building
- Team Leadership
Core Competencies
Title: Customer Experience | Client Services | Patient Support | Front Desk Operations
Personal Information
Title: Customer Experience | Client Services | Patient Support | Front Desk Operations
Timeline
Pharmacy Technician
CVS HEALTH
08.2018 - 06.2019
Shift Supervisor
STARBUCKS
03.2014 - Current
Copy & Print Supervisor
STAPLES
09.2009 - 09.2013
Some College (No Degree) - Nursing
Valencia College