Angela Risley
Streator,IL
Summary
Proven in enhancing customer satisfaction and streamlining pharmacy operations, I leveraged critical thinking and computer proficiency at Walmart to improve service delivery. My expertise in customer relations and problem-solving abilities led to significant efficiency gains, showcasing my ability to exceed in fast-paced environments while maintaining high standards of accuracy and professionalism. Knowledgeable and dedicated customer service professional with extensive experience in banking industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
14
14
years of professional experience
Work History
Customer Service Representative
First Federal Savings Bank
04.2024 - Current
- 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.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
Certified Pharmacy Technican
Schott's Pharmacy
09.2022 - 03.2024
- Trained new pharmacy technicians on proper procedures and best practices, ensuring consistent quality of service.
- Answered incoming phone calls and addressed questions from customers and healthcare providers.
- Stocked, labeled, and inventoried medication to keep accurate records.
- Completed paperwork, entering prescription and insurance or billing information into patient profiles.
- Consulted with insurance company representatives to complete claims processing, resolve concerns, and reconcile payments.
- Enhanced patient care by accurately filling and dispensing prescriptions in a timely manner.
- 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.
- Maintained accurate inventory levels for efficient pharmacy operations and cost control.
- Worked with computerized and automated systems for dispensing medications and editing new patient profiles.
- Collected co-payments or full payments from customers.
- Assisted in preparation, distribution and storage of pharmaceuticals.
- Counted, measured and compounded medications following standard procedures.
- Maintained proper drug storage procedures, registries, and records for controlled drugs.
- Communicated with prescribers to verify medication dosages, refill authorizations, and patient information.
- Reviewed and verified customer information and insurance provider information.
- Managed insurance billing and claims processing, streamlining the reimbursement process for patients and pharmacy.
- Restocked pharmacy shelves with current merchandise to drive consistent peripheral sales.
- Maintained drug inventory levels by ordering necessary medications and supplies.
- Streamlined pharmacy operations through effective organization of supplies, workspace layout optimization, and process improvements.
- Assisted customers with over-the-counter product selection, providing knowledgeable recommendations.
- Calculated dosage, filled prescriptions, and prepared prescription labels with absolute accuracy.
- Performed wide range of pharmacy operations with strong commitment to accuracy, efficiency and service quality.
- Counted and labeled prescriptions with correct item and quantity.
- Ordered medicines daily to replenish stock and increase inventory in anticipation of need.
- Resolved third-party billing, computer system and customer service issues.
- Managed opening and closing duties for pharmacy.
- Coordinated with physicians and insurance agency representatives for speedy resolution of prescription discrepancies.
- Welcomed customers to pharmacy and answered questions relating to prescriptions and over-the-counter products.3
- Coordinated verification and filling of more than 500 daily prescriptions in high-volume retail pharmacy environment.
Certified Pharmacy Technician
Walmart
07.2010 - 07.2022
- 005Trained new pharmacy technicians on proper procedures and best practices, ensuring consistent quality of service.
- Answered incoming phone calls and addressed questions from customers and healthcare providers.
- Stocked, labeled, and inventoried medication to keep accurate records.
- Completed paperwork, entering prescription and insurance or billing information into patient profiles.
- Enhanced patient care by accurately filling and dispensing prescriptions in a timely manner.
- Consulted with insurance company representatives to complete claims processing, resolve concerns, and reconcile payments.
- 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.
- Maintained accurate inventory levels for efficient pharmacy operations and cost control.
- Worked with computerized and automated systems for dispensing medications and editing new patient profiles.
- Collected co-payments or full payments from customers.
- Counted, measured and compounded medications following standard procedures.
- Assisted in preparation, distribution and storage of pharmaceuticals.
- Maintained proper drug storage procedures, registries, and records for controlled drugs.
- Resolved non-routine issues like third-party billing, computer system, and customer service issues.
- Communicated directly with doctors offices via telephone, fax and email.
- Communicated with prescribers to verify medication dosages, refill authorizations, and patient information.
- Reviewed and verified customer information and insurance provider information.
- Managed insurance billing and claims processing, streamlining the reimbursement process for patients and pharmacy.
- Restocked pharmacy shelves with current merchandise to drive consistent peripheral sales.
- Performed regular audits to maintain compliance with state regulations and company policies.
- Maintained drug inventory levels by ordering necessary medications and supplies.
- Assisted customers with over-the-counter product selection, providing knowledgeable recommendations.
- Coordinated verification and filling of more than [500] daily prescriptions in high-volume retail pharmacy environment.
- Reduced medication waste by implementing proper disposal procedures compliant with environmental guidelines.
- Identified areas for improvement in workflow processes and implemented changes that led to increased efficiency within the pharmacy.
- Participated in continuous professional development opportunities to stay current on industry standards and advancements in pharmaceutical care.
- Implemented measures to minimize wait times for prescription pickups, enhancing overall customer experience.
- Ensured medication safety with thorough verification of prescription orders and drug interactions.
- Calculated dosage, filled prescriptions, and prepared prescription labels with absolute accuracy.
- Performed wide range of pharmacy operations with strong commitment to accuracy, efficiency and service quality.
- Counted and labeled prescriptions with correct item and quantity.
- Ordered medicines daily to replenish stock and increase inventory in anticipation of need.
- Entered and processed patients' prescriptions into internal system.
- Performed various pharmacy operational activities with strong commitment to accuracy, efficiency, and service quality.
- Resolved third-party billing, computer system and customer service issues.
- Managed opening and closing duties for pharmacy.
- Set up and modified patient profiles to include current medications and insurance details.
- Prepared packaging and labels for prescriptions, verifying accuracy of dosage, side effects, interactions, and refill instructions.
- Welcomed customers to pharmacy and answered questions relating to prescriptions and over-the-counter products.
- Monitored ordering of pharmacy medication stock to maintain streamlined inventory and low overhead.
- Developed and implemented improvements to pharmacy organization system.
Education
High School Diploma -
05.1993
Skills
- Customer Service
- Problem-solving abilities
- Critical Thinking
- Data Entry
- Customer Relations
- Problem Resolution
- Computer Proficiency
- Payment Processing
- Product Knowledge
- Appointment Scheduling
- Order Processing
- Documentation
- Administrative Support
- Customer Relationship Management (CRM)
- Prioritization
- Building rapport
- Clerical Support
- Filing
- Product Sales
- Customer Education
- Assertiveness
- Order Fulfillment
- Recordkeeping strengths
- Account updating
- Account Management
- Service Upselling
- Product Promotion
- Medical terminology knowledge
Timeline
Customer Service Representative - First Federal Savings Bank
04.2024 - Current
Certified Pharmacy Technican - Schott's Pharmacy
09.2022 - 03.2024
Certified Pharmacy Technician - Walmart
07.2010 - 07.2022
Woodland - High School Diploma,