Alicia Evans
Jackson,MS
Summary
Highly trained pharmacy technician with strong clinical abilities and a successful career in both institutional and retail facilities. Proactive and organized with passionate commitment to first-rate patient care. I have obtained my phlebotomisit license as well
Overview
13
13
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Telepreformance USA
02.2022 - 04.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
CSR - Customer Service Representative
Humana
02.2019 - 05.2020
- Answering phones from customers professionally and responding to customer inquiries and complaints
- Researching required information using available resources
- Handling and resolving customer complaints regarding product sales to customer service problems
- Providing customers with the organization's service and product information
- Processing forms, orders, and applications requested by the customers
- Routing inbound calls to the appropriate resources
- Following up complicated customer calls where required
- Completing call notes and call reports as necessary and updating them in the CRM
- Obtaining and evaluating all relevant data to handle complaints and inquiries
- Recording details of comments, inquiries, complaints, and actions taken
- Responding to chats
Housekeeper
Hilton Garden Inn Hotel
06.2018 - 10.2019
- Cleaning 10 to 18 rooms a day
- Laundry
- Making sure guess are satisfied
- Lien change
Customer Service Representative
Insight Global
01.2013 - 11.2018
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Answered high call volumes and took outbound calls
Pharmacy Technician Externship
Walgreens
04.2016 - 06.2016
- Received written prescription or refill requests and verified that information was complete and accurate
- Maintained proper storage and security of drugs
- Answered and responded to phone inquiries
- Filled bottles with prescribed medications as well as typed and affixed labels
- Assisted customers with locating items or referring them to the pharmacist for medication information
- Priced and filed prescriptions that had been filled
- Filled prescription per physician orders
- Data entry
Patient Care Assistant
Mississippi Department of Rehab
02.2011 - 07.2014
- Assist patients with feeding, bathing, and hygiene maintenance
- Provide good body alignment, positioning, and range of motion exercises for non-ambulatory patients
- Monitor and record temperature, pulse, respirations and blood pressure
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Prioritized confidentiality by diligently adhering to HIPAA regulations when handling sensitive patient information.
- Participated in ongoing training opportunities to stay current on best practices within the field of patient care.
- Transported food trays and aided with feeding.
Education
Certificate - Phlebotomy
Majestic technical institution
Byram, MS06.2024
License - Pharmacy Technician
Mississippi State Board of Pharmacy
Jackson, MS06.2016
Diploma - Pharmacy Technician
Virginia College
Jackson, MS06.2016
Skills
- Pharmacy Technician Experience
- Typing
- Computer Skills
- Cash Handling
- Data Entry
- Packaging
- Phlebotomy
- Venipuncture
- Specimen collection / processing
- Patient care
- Senior care
- Laboratory experience
- Microsoft words
- Customer Service
- Active Listening
- Call center experience
- Money handling abilities
- Complaint Handling
- Microsoft Excel
- Microsoft Outlook
- Scheduling
- Follow-up skills
- Product Knowledge
- Appointment Scheduling
- Documentation
- Microsoft PowerPoint
- Data Collection
- Live chat support
- Product Sales
- Proofreading
Certification
- Pharmacy Technician License, Mississippi State Board of Pharmacy
- National Pharmacy Technician Certification (PTCB)
- Certified Phlebotomy Technician, 07/01/24, 07/31/26
- ASCP Certification
Assessments
Sales skills, Advanced, 11/01/21
Personal Information
Authorized To Work: US for any employer
Timeline
Customer Service Representative
Telepreformance USA
02.2022 - 04.2024
CSR - Customer Service Representative
Humana
02.2019 - 05.2020
Housekeeper
Hilton Garden Inn Hotel
06.2018 - 10.2019
Pharmacy Technician Externship
Walgreens
04.2016 - 06.2016
Customer Service Representative
Insight Global
01.2013 - 11.2018
Patient Care Assistant
Mississippi Department of Rehab
02.2011 - 07.2014
Diploma - Pharmacy Technician
Virginia College
Certificate - Phlebotomy
Majestic technical institution
License - Pharmacy Technician
Mississippi State Board of Pharmacy
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