Alexandra Morar
Rolling Meadows,IL
Summary
Systematic and detail-oriented Quality Coordinator with several years of experience in quality management, compliance auditing, and process improvement. Proven ability to conduct root cause analysis, implement preventive actions, and drive continuous improvement strategies across cross-functional teams. Skilled in drafting clear and actionable reports, evaluating product and process performance, and enhancing operational efficiency. Known for expert-level communication, critical thinking, and organizational capabilities, with a strong focus on customer satisfaction and policy adherence. Adept at training and mentoring staff to reinforce quality standards and promote a culture of excellence.
Overview
27
27
years of professional experience
1
1
Certification
Work History
Quality Coordinator II – PCW, Patient Safety, Mail
CVS Health
Mount Prospect, Illinois
07.2020 - Current
- Investigated and resolved member complaints and internal errors through detailed root cause analysis, delivering actionable insights and driving process improvements.
- Led training sessions for Operations teams on incident reporting via SharePoint, reinforcing containment protocols and escalation procedures.
- Conducted targeted audits (“fire drills”) with cross-functional teams—including Automation, Materials, and Operations—to validate training effectiveness and ensure compliance.
- Developed and presented quality reports for audits, employee errors, and ad hoc investigations to support performance improvement initiatives.
- Facilitated staff meetings, focus groups, and calibration sessions to promote engagement, knowledge sharing, and continuous improvement.
- Championed alignment of documentation and procedures with quality standards through active participation in BE Quality and vertical team meetings.
- Coordinated quality assurance processes to maintain compliance with industry and company standards.
- Assisted in developing and implementing quality control procedures and new methods for monitoring product quality throughout the manufacturing process.
- Conducted internal QA audits and inspections to verify compliance with specifications and standards, documenting findings and preparing reports for management review.
- Implemented corrective action plans based on audit findings and customer complaints, identifying root causes and recommending solutions.
- Trained and led staff on QA standards and best practices, analyzing training curricula to address competency gaps.
- Collaborated with cross-functional teams—including Production, Engineering, and Logistics—on product design changes and quality improvements.
- Designed and executed quality improvement studies, recommending system and procedural enhancements to boost productivity and compliance.
- Participated in regular management meetings to provide updates on quality trends, project status, and industry developments.
Tech III Dispensing - Aging Team/Order Investigation
CVS Health
Mount Prospect, Illinois
08.2017 - 07.2020
- Cross-partnered with all areas of pharmacy and enterprise teams to resolve patient order issues and support operational needs across departments.
- Investigated and resolved exceptions preventing order completion in the filling or packing process, ensuring timely and accurate fulfillment.
- Analyzed, tracked, and reported daily pharmacy order progress metrics to support performance monitoring and operational efficiency.
- Managed the Aging Mailbox and Database, addressing escalated interdepartmental and enterprise-wide requests.
- Handled “See Links” messaging to accommodate special patient requests, including Braille/Talking/Large Font labels, blister packs, non-safety caps, multilingual labeling, and specific manufacturer preferences.
- Intercepted and recalled packages, resolving shipping and metering exceptions including escalations, international/military orders, invalid addresses, and non-order errors.
- Collaborated closely with Management, Pharmacists, Quality, and Materials departments to ensure compliance with company policies and a strong focus on customer satisfaction.
- Assisted in training new technicians on operational procedures and quality standards.
- Facilitated interdepartmental communication to optimize workflow coordination and resolve cross-functional challenges.
Team Lead - Senior Tech, Back-End Shipping/Dispens
CVS Health
Mount Prospect, Illinois
08.2014 - 08.2017
- Oversaw daily operations across Filling, Packing, and Shipping processes for prescription orders, ensuring workflow efficiency and adherence to production goals.
- Managed a team of over 90 employees across three shifts, providing coaching, mentorship, and support to foster growth and high performance.
- Prepared and monitored daily staffing schedules, breaks, and lunches to maintain optimal coverage and productivity.
- Ensured staff had necessary tools, supplies, and equipment to perform tasks effectively and safely.
- Led training initiatives including on-the-job, classroom, re-skilling, and safety programs to enhance team capabilities and compliance.
- Conducted audits and provided immediate feedback to staff, driving continuous improvement in quality and performance.
- Implemented workflow strategies and process changes to meet or exceed daily and weekly pharmacy production goals.
- Escalated and documented automation issues, employee concerns, and unsafe conditions to management promptly.
- Maintained open communication with senior leadership, reporting line status, team progress, and operational challenges.
- Created a collaborative team environment aligned with management’s direction and company values.
- Served as departmental point of contact, supporting staff with process-related questions and guidance.
- Diagnosed technical issues and implemented timely solutions to minimize disruptions.
- Ensured compliance with company policies and procedures across all operational areas.
- Delegated tasks based on individual skill sets to optimize team productivity and performance.
- Resolved escalated customer complaints and special handling requests, including ADA accommodations, multilingual labeling, and packaging preferences.
- Collaborated with cross-functional teams—including Quality, Materials, and Pharmacists—to ensure accurate and timely fulfillment of patient orders.
- Mentored new hires on machine operations and safety procedures to prevent injuries and ensure readiness.
- Supported management in setting team goals, monitoring progress, and planning future initiatives.
Pharmacy Technician II
CVS/Caremark (Mail Order Pharmacy)
Mount Prospect, Illinois
01.2005 - 08.2014
- Accurately read and entered patient prescriptions, order forms, and payments from order services, ensuring data integrity and compliance with department standards.
- Translated and verified alphanumeric and symbolic data, cross-checking screen entries against source documents.
- Obtained authorizations and reauthorizations for ineligible orders, and resolved missing or conflicting information with prescribers.
- Assisted pharmacists by faxing or calling prescribers for prescription clarifications, patient services, and therapeutic interventions.
- Edited and updated prescription data based on physician responses, ensuring accurate processing and documentation.
- Resolved and processed exception prescriptions in specialized queues to maintain workflow continuity.
- Supported the Materials Management department with inventory checks and exception order requests.
- Coached and mentored new hires and peers, promoting operational consistency and team development.
Pharmacy Technician -(Outpatient Pharmacy)
Swedish Covenant Hospital
04.2003 - 01.2005
- Assisted pharmacists in filling and dispensing prescription medications by preparing drug orders, verifying patient and medication information, and ensuring accurate labeling.
- Delivered high-quality customer service by addressing patient inquiries, resolving disputes with physician offices and insurance companies, and managing prescription-related concerns.
- Performed data entry for patient profiles, billing information, and prescription orders using pharmacy software systems.
- Created and updated customer profiles, including demographics, allergies, and medication histories.
- Retrieved, filed, and managed prescriptions in compliance with State and Federal regulations.
- Placed purchase orders, received and reconciled inventory, and maintained accurate inventory records.
- Supported scheduling activities to align with business needs and workflow demands.
- Educated patients on proper medication usage, dosage, and potential side effects.
- Collaborated with pharmacists and technicians to prioritize and complete high-volume prescription orders.
- Resolved customer complaints professionally and efficiently, ensuring patient satisfaction.
- Reported discrepancies or errors in medication ordering and filling processes to pharmacists immediately.
- Verified and logged incoming drug inventory, reporting discrepancies and maintaining inventory accuracy.
- Prepared medications for dispensing by counting, pouring, labeling, and verifying doses.
- Transmitted insurance claims and reconciled Explanation of Benefits (EOBs).
- Supported pharmacy operations by answering phone calls and directing queries appropriately.
- Implemented pharmacy protocols for medication disposal and waste management.
- Mentored new employees on machine operations, safety procedures, and pharmacy workflows.
IO Psychologist (Industrial-Organizational)
S.C. Transerv Negoiu
Sibiu, Romania
07.2001 - 12.2002
- Designed and implemented employee selection and placement programs using standardized psychological assessments.
- Conducted job analyses to establish criteria for classification, selection, training, and performance evaluation.
- Developed interview techniques, rating scales, and psychological tests to assess skills, abilities, and interests for hiring and promotion decisions.
- Observed and interviewed employees to gather data on job requirements, satisfaction, and workplace dynamics.
- Created and refined job tasks and responsibilities to support organizational development and change initiatives.
- Interpreted operational and research data to inform HR strategies and improve workforce effectiveness.
- Designed tools to enhance work performance and quality across departments.
- Participated in mediation and dispute resolution to support a positive work environment.
- Supervised interns providing counseling services, offering guidance and oversight.
- Provided referrals to external resources when appropriate to support employee well-being.
Advertising Agent
S.C. International Producers Co
Sibiu , Romania
03.2000 - 06.2001
- Organized promotional events, exhibits, and presentations to increase product visibility and brand awareness.
- Executed advertising campaigns aimed at boosting product sales and company revenue.
- Designed product labeling, brochures, and pamphlets in collaboration with graphic designers to support marketing initiatives.
- Analyzed product usage data to identify target markets and optimize campaign strategies.
- Liaised with media outlets to secure effective advertising placements and maximize exposure.
- Conducted cold calls and outreach to potential clients, building relationships and expanding customer base.
- Generated creative promotional ideas including contests, sweepstakes, coupons, and other incentives.
- Identified areas for improvement in existing campaigns and implemented changes to enhance performance.
- Delivered persuasive presentations outlining the benefits of advertising services to prospective clients.
- Analyzed customer feedback to refine marketing strategies and develop new campaigns.
- Participated in team brainstorming sessions to generate innovative advertising concepts and solutions.
English Teacher
Kindergarten No. 19
Sibiu, Romania
09.1998 - 03.2000
- Designed and delivered engaging lesson plans tailored to diverse groups of young learners, fostering foundational English language skills.
- Facilitated interactive classroom activities to enhance vocabulary, pronunciation, and creativity.
- Created clear and visually engaging learning materials to support student comprehension and participation.
- Provided individualized instruction to support students with varying learning needs and abilities.
- Implemented effective classroom management techniques to maintain a positive and productive learning environment.
- Collaborated with parents to support children's educational progress and address developmental needs.
- Organized indoor and outdoor recreational activities to promote social development and physical engagement.
- Promoted a safe, clean, and inclusive classroom environment conducive to both individual and group learning.
- Handled disciplinary issues with professionalism and escalated concerns to the principal when necessary.
Education
Bachelor of Science - Psychology
Lucian Blaga University
Sibiu, Romania07-2002
Skills
Quality Assurance & Compliance
- Quality Assurance Experience
- Compliance Auditing
- Audit Compliance
- Auditing Techniques
- Policy and Procedure Implementation
- Policy Reinforcement
- Incident Reporting
- Preventive Actions
- Process Validation
Process Improvement & Analysis
- Root Cause Analysis
- Process Improvement
- Continuous Improvement Strategies
- Quality Improvements Implementation
- Operational Excellence
- Quality Metrics
- Data Analysis
- Data Interpretation
- Report Writing
Collaboration & Communication
- Cross-Functional Collaboration
- Teamwork
- Customer Satisfaction
- Training and Development
- Critical Thinking Skills
- Task Prioritization
Languages
Romanian
Native/ Bilingual
French
Full Professional
Spanish
Professional
Latin
Full Professional
Certification
- PTCB Pharmacy Technician license
- Illinois Pharmacy Technician license
Computer Skills
General Computer Proficiency
- Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
- Google Workspace (Docs, Sheets, Slides, Gmail, Drive)
- File management and cloud storage (OneDrive, Dropbox, Google Drive)
- Excel
- Data entry and validation
- Statistical analysis tools (SPSS)
- SharePoint (document management, incident reporting)
- PPS, Links, Compass, PeopleSafe
- SAP
- Microsoft Teams, Zoom
- Email etiquette and calendar management
- Virtual meeting facilitation
- Adobe Acrobat (PDF editing and forms)
- Report writing tools (Word, Google Docs)
- Knowledge of formatting and version control
- Cybersecurity awareness (phishing, password hygiene)
- Basic troubleshooting and IT support
- Understanding of data privacy and compliance (HIPAA, GDPR)
Timeline
Quality Coordinator II – PCW, Patient Safety, Mail
CVS Health
07.2020 - Current
Tech III Dispensing - Aging Team/Order Investigation
CVS Health
08.2017 - 07.2020
Team Lead - Senior Tech, Back-End Shipping/Dispens
CVS Health
08.2014 - 08.2017
Pharmacy Technician II
CVS/Caremark (Mail Order Pharmacy)
01.2005 - 08.2014
Pharmacy Technician -(Outpatient Pharmacy)
Swedish Covenant Hospital
04.2003 - 01.2005
IO Psychologist (Industrial-Organizational)
S.C. Transerv Negoiu
07.2001 - 12.2002
Advertising Agent
S.C. International Producers Co
03.2000 - 06.2001
English Teacher
Kindergarten No. 19
09.1998 - 03.2000
Bachelor of Science - Psychology
Lucian Blaga University