Amy Covey
Dublin,VA
Summary
Driven by a results-focused approach, I excelled at Walgreens, enhancing customer satisfaction and loyalty through expert patient counseling and effective pharmacy management. My tenure is marked by implementing a CRM system that streamlined operations, significantly improving service quality. Skilled in pharmacotherapy and fostering positive team environments, I consistently delivered beyond expectations, driving workflow optimization and team productivity.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Pharmacy Operations Manager
Walgreens
02.2023 - Current
Pharmacy Technician
Walgreens
09.2011 - 02.2023
Customer Service Associate
Walgreens
07.2009 - 09.2011
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
- Maintained a high level of product knowledge, providing accurate information to customers.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Collaborated with team members to achieve monthly targets and optimize workflow efficiency.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Enhanced customer satisfaction by effectively addressing inquiries and resolving issues.
- Achieved consistently high levels of customer satisfaction by prioritizing empathy, patience, and effective problem-solving skills during interactions.
- Developed strong relationships with clients through attentive listening and empathetic understanding of their needs.
- Processed orders accurately and efficiently, ensuring timely delivery of products or services to customers.
- Managed high call volume with exceptional time management skills, minimizing wait times for customers.
- Trained new associates in company policies and procedures, fostering a supportive work environment.
- Handled billing and payment issues by following guidelines and resolving disputes.
- Managed multiple customer queries simultaneously, ensuring timely and accurate responses.
- Conducted customer feedback surveys to gather insights and identify areas for improvement.
- Identified upselling and cross-selling opportunities, contributing to increased sales.
- Streamlined customer service processes to reduce wait times and improve service quality.
- Assisted customers in navigating company's products and services, enhancing their overall experience.
- Organized customer appreciation events, strengthening customer relations and loyalty.
- Fostered positive team environment, contributing to higher staff retention rates.
- Increased team productivity with effective communication and coordination of tasks.
- Maintained detailed record of customer interactions, ensuring accountability and follow-up.
- Implemented new CRM system to better track customer interactions and outcomes.
- Reduced issue resolution time by streamlining communication between departments.
- Enhanced customer loyalty by providing empathetic and efficient resolution to issues.
- Led team project to revamp customer service training program, resulting in more effective onboarding.
- Improved customer experience by maintaining high level of product knowledge and sharing it effectively.
- Enhanced brand image by consistently delivering service beyond expectations.
Education
High School Diploma -
Gateway Christian Academy
Blacksburg, VA05.2005
Skills
- Prescription Verification
- Medication Dispensing
- Pharmaceutical knowledge
- Patient Counseling
- Workflow Optimization
- Pharmacy management
- Pharmacotherapy Expertise
Certification
National Pharmacy Technician License
Timeline
Pharmacy Operations Manager
Walgreens
02.2023 - Current
Pharmacy Technician
Walgreens
09.2011 - 02.2023
Customer Service Associate
Walgreens
07.2009 - 09.2011
High School Diploma -
Gateway Christian Academy