Alisha Stoute
Rockaway Beach
Summary
Experienced customer experience manager with a strong background in both managerial and pharmacy roles, totaling over 18 years of industry expertise. Recognized as a collaborative team player with a friendly and positive demeanor, effortlessly establishing rapport with clients. Motivated by ensuring customer satisfaction and contributing to company success. Specializes in optimizing quality, speed, and processes, while maintaining clear and articulate communication. Dedicated to driving business growth through developing relationships and cultivating partnerships. A keen eye for identifying areas of improvement in customer service and proposing effective solutions. Expertise in customer loyalty, relationship management, and value optimization enhances ability to deliver exceptional results. Exceptional conflict resolution skills and persuasive communication round out skill set, making a highly effective professional in the field.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Customer Experience Manager
Capsule Pharmacy
06.2019 - Current
- Established in 2015, Capsule is a digital pharmacy valued at $1 billion that aims to make the process of accessing and managing medication simpler and more convenient for patients
- Services include Prescription delivery, Automatic refills, and 24/7 customer support all accessible through the mobile app and website
- Capsule has recently expanded beyond its initial market in NY and now has launched its services in over a dozen new markets across the US including Austin, Chicago, Los Angeles, and Minneapolis
- Project Management - Partnered with the Training Team to help create multiple training initiatives to increase the overall quality and efficiency of Pharmacy Experience Technicians
- Leadership - Conducted metric reviews with team members to ensure 90% of performance goals were met
- Staff Development - Manage a team of up to 25 associates while implementing an individualized coaching technique, resulting in an 85% growth and development rate in team members
- Attention to detail - Anticipated quality needs by creating a scoring and monitoring system for associates 3 months before one was introduced
- Data Privacy - Proficient in handling sensitive information with a strict adherence to data privacy regulations while protecting the private information of customers
- Quality Assurance - Followed strict SOPs to ensure the correct data was being updated in the database, utilizing Boolean searches along with documenting any discrepancies in an incident report
- Problem-solving- find ways to solve unexpected problems to prevent delays in service
- Develop team workflows and guidelines - that produce consistent and measurable outcomes
- Train, teach, and mentor team members - to become more proficient and effective.
Pharmacy Technician Instructor
Condensed Curriculum International
07.2022 - 03.2024
- Provided instructions to allow students to take and pass the PTCB exam
- Collaborate with other teaching staff to ensure synchronization across the program
- Develop a training program that ensured 100% class engagement.
Pharmacy Technician
Enexia Specialty
05.2017 - 06.2019
- Exenia Specialty is a pharmacy located in Brooklyn NY that specializes in providing medications, supplies, and services focused on complex health conditions such as cancer, HIV/AIDS, hepatitis, and infertility to patients
- They pride themselves on providing personalized care to each patient, including consultative services with their pharmacist who are experts in their respective disease areas
- Communication - Conducted interviews of potential candidates to find the best fit for the pharmacy's needs
- Quality Assurance - Administer testing protocols for quality assessment of potential new hires
- Staff Development - Devised a training program for new hires to learn universal workflows
- Data Privacy - Maintain documented records of incoming pharmacy purchases and sensitive customer PII
- Customer Service - Answered over 100+ calls a week taking refill orders and answering customer questions
- Project Management - Collaborated with third parties to fulfill the needs of patients ensuring a 95% satisfaction rate
- Productivity Software - Upheld effective notes, documentation, and operational journals using Microsoft Office programs such as Excel, Word, and Outlook
- Loss Prevention - Maintained accountability for over $500,000 worth of pharmacy prescriptions and sensitive equipment.
Data Entry Technician
Medpack Pharmacy
11.2015 - 11.2016
- Type and fill new prescriptions
- Answers phones
- Take fill orders from doctors
- Keep track of medications
- Keep medically clean pharmacy.
Pharmacy Technician
C.O. Bigelow Chemist
05.2011 - 09.2015
- Type and fill new prescriptions
- Answer the phone to receive refill request
- Keep track of medications in the pharmacy
- Return medications to stock
- Conduct cash transactions
- Keep and maintain a clinically clean pharmacy.
Pharmacy Technician
Thriftway Pharmacy
01.2010 - 05.2011
- Type and fill new prescriptions
- Answer the phone to receive refill request
- Keep track of medications in the pharmacy
- Return medications to stock
- Conduct cash transactions
- Keep and maintain a clinically clean pharmacy.
Pharmacy Technician
Duane Read Pharmacy
02.2006 - 01.2010
- Type and fill new prescriptions
- Answer the phone to receive refill request
- Keep track of medications in the pharmacy
- Return medications to stock
- Conduct cash transactions
- Keep and maintain a clinically clean pharmacy.
Education
GED -
Canarise High School
Brooklyn, NY11.2004
Skills
- Cross-Functional Collaboration
- Voice of Customer Analysis
- Customer Empathy
- Data Analytics
- Account Management
- Program Improvement
- Training and Onboarding
- Decision-Making
- Customer Relationship Management (CRM)
- Staff Management
- Staff Monitoring
- Team Recruiting and Hiring
Otherprogramsused
- Pioneer
- Qs1
- Opus
- PDX
- Kustomer
- E Clinical
- Parata Max
- Pass Robot
- Systems MS Office Suite
- Slack
Educationcertifications
- General Educational Development (G.E.D), Canarsie High School, 10/01/03
- Pharmacy Technician Certification, 03/01/09
- Google Project Management Certification, 04/01/23
Keystrengthssoftware
- Project Management
- Productivity Software
- Customer Service
- Data Privacy
- Quality Assurance
- Google Suite
- Attention to Detail
- Staff Development
- Leadership
Certification
- Licensed Pharmcy Technician for NJ Sate - August 2023
- Project Management Certification, Google Coursera - April 2023
- Certified Pharmacy Technician, PTCB - March 2009
Timeline
Pharmacy Technician Instructor
Condensed Curriculum International
07.2022 - 03.2024
Customer Experience Manager
Capsule Pharmacy
06.2019 - Current
Pharmacy Technician
Enexia Specialty
05.2017 - 06.2019
Data Entry Technician
Medpack Pharmacy
11.2015 - 11.2016
Pharmacy Technician
C.O. Bigelow Chemist
05.2011 - 09.2015
Pharmacy Technician
Thriftway Pharmacy
01.2010 - 05.2011
Pharmacy Technician
Duane Read Pharmacy
02.2006 - 01.2010
- Licensed Pharmcy Technician for NJ Sate - August 2023
- Project Management Certification, Google Coursera - April 2023
- Certified Pharmacy Technician, PTCB - March 2009
GED -
Canarise High School
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