Angele Crowe
San Antonio,TX
Summary
Dynamic customer service professional with extensive experience at CVS Health Corporation, excelling in call handling and conflict mediation. Proven track record of enhancing customer satisfaction through first call resolution and effective communication. Skilled in data entry and fostering positive relationships, contributing to team productivity and operational efficiency.
Professional in customer support with strong communication and problem-solving skills. Adept at managing inquiries, resolving issues, and ensuring customer satisfaction. Known for teamwork, adaptability, and achieving results under changing conditions. Skilled in conflict resolution, empathy, and time management.
Collaborative leader partners with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
22
22
years of professional experience
Work History
Customer Care Representative III
CVS HEALTH CORPORATION
08.2021 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volume with exceptional professionalism and efficiency.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Maintained a high level of product knowledge to provide accurate information and support to customers.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Navigated multiple computer systems and applications to find information.
- Streamlined call response times for improved customer experience through effective communication techniques.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Trained new personnel regarding company operations, policies and services.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Cross-trained and provided backup support for organizational leadership.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Implemented and developed customer service training processes.
- Cross-trained and backed up other customer service managers.
Intermediate Supervisor
CVS HEALTH CORPORATION
08.2024 - 12.2024
- Supervised daily operations to ensure team met performance goals and adhered to company standards.
- Improved team productivity by providing clear instructions and resolving conflicts effectively.
- Oversaw scheduling for optimal coverage and efficient workflow management.
- Reduced errors with consistent monitoring and feedback on team performance.
- Directed team efforts to deliver exceptional customer service and maintain high satisfaction rates.
- Conducted regular training sessions for enhancing employee skills and knowledge.
- Improved workplace morale by addressing concerns and fostering a supportive environment.
- Delegated tasks to team members to ensure timely completion of projects and assignments.
- Enhanced operational efficiency by identifying and implementing process improvements.
- Maintained detailed records of team performance and operational metrics for management review.
- Strengthened team cohesion with regular meetings and open communication channels.
- Increased employee engagement by recognizing achievements and celebrating successes.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
Care Giver/Medication Technician
Franklin Park
02.2021 - 06.2021
- Administered medications to ensure adherence to prescribed treatment plans.
- Supported patients by preparing and delivering medications accurately.
- Enhanced patient care with precise medication administration.
- Ensured timely delivery of medication, maintaining compliance with healthcare protocols.
- Prepared medication for patients, improving accuracy in dosage and administration.
- Increased patient satisfaction by assisting in medication management.
- Provided medication to patients, ensuring safety and proper dosage.
- Improved adherence to treatment plans by educating patients on medication usage.
- Monitored medication storage area to maintain medication security and control.
- Unpacked, sorted, counted, and labeled all incoming medications to keep optimum inventory levels.
- Reordered medication to maintain adequate supply.
Pharmacy Assistant
Folse Pharmacy
02.2013 - 06.2020
- Kept pharmacy counter and related areas clean, neat and organized.
- Answered telephones and provided information about order status, store hours and pharmacy procedures.
- Greeted customers and responded to questions with friendly, knowledgeable assistance.
- Demonstrated professionalism and empathy when handling sensitive patient situations, preserving confidentiality at all times.
- Assisted pharmacists in maintaining a well-organized and clean pharmacy environment for optimal workflow.
- Delivered exceptional customer service through active listening skills and addressing concerns promptly.
- Received deliveries of medication shipments, verifying contents against invoices while adhering to proper storage protocols.
- Received incoming supplies and stocked in correct locations.
- Assisted pharmacy staff with preparing medications and filling orders.
- Supported inventory management, ensuring proper stock levels and expiration date monitoring for medication safety.
- Counted and labeled prescriptions with correct item and quantity.
- Enhanced customer satisfaction by providing efficient and accurate prescription filling services.
- Facilitated effective communication between team members, fostering a collaborative work environment within the pharmacy.
- Merchandised over-the-counter goods and rotated stock.
- Facilitated smooth workflow, organizing prescription orders for efficient processing.
- Coordinated with insurance companies to resolve billing and reimbursement issues.
- Trained new pharmacy staff on computer system and drug management protocols.
- Improved patient safety with diligent verification of prescriptions for accuracy and interactions.
Customer Service Representative/ Pharmacy Intake
Majoria Drugs
08.2006 - 02.2013
- 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.
- Worked effectively in fast-paced environments.
- Excellent communication skills, both verbal and written.
- Self-motivated, with a strong sense of personal responsibility.
- Worked well in a team setting, providing support and guidance.
- Managed high-stress situations calmly under pressure while prioritizing time-sensitive tasks to maintain seamless pharmacy operations amid unexpected challenges.
- Assisted in inventory management tasks, including ordering medications, restocking shelves, and conducting regular audits to minimize discrepancies and prevent stockouts.
- Provided compassionate patient care by listening attentively to customers'' needs while respecting their privacy rights regarding sensitive medical information.
Cashier
Winn-Dixie Stores Inc.
06.2003 - 08.2006
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Assisted customers with returns, refunds and resolving transaction issues.
- Stocked, tagged and displayed merchandise as required.
- Assisted customers with inquiries and provided exceptional service, resulting in positive feedback from shoppers.
- Handled multiple payment methods securely, minimizing discrepancies and potential losses.
Education
High School Diploma -
West Jefferson High School
Harvey, LA05-2006
Skills
- Customer service
- Inbound customer service
- Data entry
- Call center experience
- First call resolution
- Order processing
- Conflict mediation
- Brand representation
- Call handling
Timeline
Intermediate Supervisor
CVS HEALTH CORPORATION
08.2024 - 12.2024
Customer Care Representative III
CVS HEALTH CORPORATION
08.2021 - Current
Care Giver/Medication Technician
Franklin Park
02.2021 - 06.2021
Pharmacy Assistant
Folse Pharmacy
02.2013 - 06.2020
Customer Service Representative/ Pharmacy Intake
Majoria Drugs
08.2006 - 02.2013
Cashier
Winn-Dixie Stores Inc.
06.2003 - 08.2006
High School Diploma -
West Jefferson High School
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