Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Receptionist

ANDREA GOMEZ FARIAS

St. Cloud,FL

Summary

Dedicated and results-driven Training Support Assistant with 7 years of experience in customer service, training facilitation, and virtual assistance. Proven ability to manage high-volume inbound and outbound communications, develop training materials, and provide exemplary support in fast-paced environments. Skilled in electronic document review, record-keeping, data entry, and leveraging Microsoft Office Suite (Word, Excel, PowerPoint) and database tools to optimize operations. Known for exceptional communication, multitasking, and a detail-oriented approach to delivering customer satisfaction and organizational success.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Training Support Assistant

CVS Health
03.2022 - Current
  • Facilitated upskilling training for tenured pharmacy service representatives (PSRs), supervisors and team leads.
  • Developed custom training materials, including presentations, workbooks, and job aids for tenured agents and supervisors.
  • Attended meetings or seminars to obtain information for use in training programs and to inform management of training program status.
  • Closely collaborated with the training and design team to update training curriculum based on the latest company processes.
  • Provided feedback for PSR work instructions.
  • Developed training agendas, rosters and reports for new hire and tenured agent trainings.
  • Recruited and facilitated training for subject matter experts (SMEs) and peer assistance leaders (PALs) who support new hires during training.
  • Served as a main point of contact (POC) for 800+ new hires, class facilitators, hiring leaders, production supervisors, SMEs and PALs during RAMP/ Hiring season.
  • Responsible for channeling communication, building relationships, and overseeing task completion for all SMEs and PALs.
  • Maintained a supportive environment and clear communication between new hires, SME/PALs and hiring managers.

Pharmacy Service Representative

CVS Health
11.2020 - Current
  • Handled 60+ inbound and outbound calls a day from prescribers, patients, and the customer care team, providing assistance and resolving concerns.
  • Collaborated with pharmacists to resolve prescription conflicts and ensure accurate and timely medication delivery.
  • Contributed to a patient-first culture by providing excellent service, ensuring prescription accuracy, and communicating effectively.
  • Processed medications and insurance claims.
  • Collaborated with internal departments to find resolutions and conduct further research on patient accounts.
  • Utilized various healthcare systems and software to review prior authorization requests.
  • Communicated with insurance companies for verification of benefits and obtain patient's insurance processing information.
  • Consulted with insurance company representatives to complete claims processing, resolve concerns, and reconcile payments.
  • Communicated with patients to collect information about prescriptions and medical conditions or arrange consultations with pharmacists.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

Customer Service Representative

Wawa
03.2019 - 11.2020
  • Trained new customer service associates, fostering culture of excellence and continuous improvement.
  • Greeted customers and provided an exceptional customer service.
  • Ensured an excellent execution of all assigned store level marketing programs.
  • Managed the beverage area of the store.
  • Ensured proper operation of food service programs and procedures.
  • Communicated with management team regarding customer requests and vendor related concerns.
  • Answered incoming telephone calls and provided information regarding store hours, location, and policies.
  • Trained new associates on store programs and policies.

Education

Bachelor of Arts - Business

Strayer University
2730 Eisenhower Ave, Alexandria, VA 22314
06-2025

Associate in Arts (A.A.) - General Studies

Valencia College
Orlando, FL
05.2022

High School - undefined

Lake Nona High School
Orlando, FL
05.2018

Skills

  • Call center experience
  • Documentation and recordkeeping
  • Data entry
  • Medication dispensing
  • Multitask proficiency
  • Course material creation
  • Recordkeeping
  • Spreadsheet tracking
  • Administrative support
  • Strong organization
  • Training facilitation
  • Public speaking
  • Team leadership
  • Proficient in Microsoft Office (Excel, Word, PowerPoint, Outlook, OneNote)

Certification

Digital Millennial Masterclass - Virtual Assistant Certificate, Training focused on remote virtual assisting development and small business management. Knowledge in website content administration, recordkeeping and several personal assistance tasks involving social media, calendar management, and paperwork organization. Experience with computer work applications, including database management and word processing.

Languages

English
Native or Bilingual
Spanish
Native or Bilingual

Timeline

Training Support Assistant

CVS Health
03.2022 - Current

Pharmacy Service Representative

CVS Health
11.2020 - Current

Customer Service Representative

Wawa
03.2019 - 11.2020

Associate in Arts (A.A.) - General Studies

Valencia College

High School - undefined

Lake Nona High School

Bachelor of Arts - Business

Strayer University

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