Amanda Kiesel CPhT
Tiffin,OH
Summary
Dynamic Certified Pharmacy Technician with a proven track record at ICP, Inc., and CVS Pharmacy, excelling in customer service and medication dispensing. Leveraged problem-solving skills and pharmaceutical calculations to enhance pharmacy efficiency and patient care. Demonstrated ability to increase customer loyalty through personalized interactions, embodying a results-driven approach with a focus on continuous professional development and education.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Certified Pharmacy Technician and Customer Service
ICP, Inc.
12.2023 - Current
- Answered incoming phone calls and addressed questions from customers and healthcare providers.
- Increased customer satisfaction by delivering friendly, personalized service during transactions.
- Solved customer problems in-person or over telephone by providing assistance with placing orders, navigating systems, and locating items.
- Helped pharmacist clear problematic prescriptions and address customer questions to keep pharmacy efficient.
- Assisted in preparation, distribution and storage of pharmaceuticals.
- Resolved non-routine issues like third-party billing, computer system, and customer service issues.
- Coordinated communication between healthcare professionals to ensure seamless patient care transitions between providers or facilities.
- Reduced medication waste by implementing proper disposal procedures compliant with environmental guidelines.
- Participated in continuous professional development opportunities to stay current on industry standards and advancements in pharmaceutical care.
- Welcomed customers to pharmacy and answered questions relating to prescriptions and over-the-counter products.
- Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
- Maintained detailed records of client interactions, ensuring accurate documentation for future reference.
- Described product and service details to customers to provide information on benefits and advantages.
- Streamlined call handling processes for improved efficiency and reduced wait times.
- Facilitated successful cross-departmental communication to ensure seamless coordination in resolving customer inquiries.
- Resolved customer complaints with empathy and professionalism, ensuring repeat business.
- Contributed to positive work environment by actively participating in team meetings and offering constructive feedback when appropriate.
- Handled escalated customer concerns with diplomacy and tact, finding agreeable solutions that satisfied both parties.
- Proactively identified potential challenges and offered innovative solutions for addressing them before they became critical issues.
- Increased customer loyalty through personalized interactions, building rapport with clients.
- Escalated critical customer issues to supervisor to avoid lost revenue and canceled policies.
- Assessed customer service trends and evaluated complaints to determine areas in need of enhancement.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Streamlined the auditing process for increased efficiency and accuracy through meticulous documentation and organization.
- Provided detailed reports on audit findings to both internal teams and external stakeholders, ensuring informed decision-making processes.
- Safeguarded sensitive data during the auditing process by adhering strictly to privacy policies and confidentiality agreements.
- Strengthened relationships with clients through transparent communication and timely delivery of audit results.
- Communicated with auditee staff to obtain necessary information for audits.
Pharmacy Technician
CVS Pharmacy
03.2021 - 12.2023
- Answered incoming phone calls and addressed questions from customers and healthcare providers.
- Stocked, labeled, and inventoried medication to keep accurate records.
- Enhanced pharmacy workflow by assisting pharmacists with medication dispensing, labeling, and packaging.
- Calculated dosage, filled prescriptions, and prepared prescription labels with absolute accuracy.
- Promoted patient confidentiality by adhering to HIPAA regulations when handling personal information during transactions.
- Solved customer problems in person or over the telephone by providing assistance with placing orders, navigating systems, and locating items.
- Consulted with insurance company representatives to complete claims processing, resolve concerns, and reconcile payments.
- Assisted in training new team members on standard operating procedures to ensure consistent quality of service across the entire team.
- Maximized pharmacy efficiency through effective communication with staff members and adherence to procedures.
- Communicated with patients to collect information about prescriptions and medical conditions or arrange consultations with pharmacists.
- Reduced medication errors by diligently cross-checking medications against patients'' profiles before dispensing.
- Streamlined prescription processing with accurate data entry and verification of patient information.
- Ensured patient safety by strictly following drug storage guidelines, including proper temperature and light exposure control.
- Proactively identified potential issues or discrepancies in medication orders, collaborating closely with pharmacists to resolve them quickly.
- Performed a wide range of pharmacy operations with strong commitment to accuracy, efficiency and service quality.
Restaurant Manager; All Positions
Dennys Diner
03.2011 - 02.2021
- Managed daily operations to ensure a high level of efficiency, consistency, and quality in both food and service.
- Carefully interviewed, selected, trained, and supervised staff.
- Met, greeted, and encouraged feedback from customers and used feedback to implement positive changes within the restaurant.
- Reconciled cash and credit card transactions to maintain accurate records.
- Optimized labor costs by closely monitoring schedules, adjusting staffing levels according to business needs, and employing cross-training strategies.
- Monitored inventory of supplies and purchased orders to maintain adequate stock levels.
- Ensured compliance with local health department regulations through regular staff training sessions and facility inspections.
- Initiated community outreach programs, increasing restaurant's visibility and engagement with local community.
- Handled high-pressure situations with composure, maintaining excellent service standards even during busy shifts.
- Exhibited strong multitasking abilities, balancing multiple tables and orders while delivering prompt service.
Education
Associate of Science - General Science
Owens Community College
Perrysburg, OH08.2020
Associate of Arts - Humanities
Owens Community College
Perrysburg, OH08.2020
Skills
- Problem-solving
- Insurance Billing
- HIPAA Regulations
- Medication Dispensing
- Pharmaceutical Calculations
- Prescription Interpretation
- Insurance Verification
- Pharmacy Law Compliance
- Data Entry
- Heartsaver First Aid CPR AED
Certification
- Registered Pharmacy Technician - State Boards of Pharmacy.
- Certified Pharmacy Technician (CPhT) - Pharmacy Technician Certification Board (PTCB).
Internship
1/2019-6/2019 Communications and Marketing internship with the Sisters of St. Francis - Tiffin, OH
Timeline
Certified Pharmacy Technician and Customer Service
ICP, Inc.
12.2023 - Current
Pharmacy Technician
CVS Pharmacy
03.2021 - 12.2023
Restaurant Manager; All Positions
Dennys Diner
03.2011 - 02.2021
- Registered Pharmacy Technician - State Boards of Pharmacy.
- Certified Pharmacy Technician (CPhT) - Pharmacy Technician Certification Board (PTCB).
Associate of Science - General Science
Owens Community College
Associate of Arts - Humanities
Owens Community College
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