Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Carol Ramos-Rocha

Richmond,KY

Summary

Focused Call Center Associate with over 2 years of experience in call center operations, service and support. Knowledgeable member and problem-solver with strong record of accomplishment in meeting and exceeding productivity targets.

Overview

7
7
years of professional experience

Work History

Pharmacy Technician

Walgreen's Pharmacy
09.2023 - Current
  • Welcome customers to pharmacy and answer questions relating to prescriptions and over-the-counter products.
  • Enhance pharmacy workflow by assisting pharmacists with medication dispensing, labeling, and packaging.
  • Calculate dosing, fill prescriptions, and prepare prescription labels with absolute accuracy.
  • Communicate with patients to collect information about prescriptions and medical conditions or arrange consultations with pharmacists.
  • Ensure patient safety by strictly following drug storage guidelines, including proper temperature and light exposure control.
  • Promote patient confidentiality by adhering to HIPAA regulations when handling personal information during transactions.
  • Resolve third-party billing, computer system and customer service issues.
  • Set up and modify patient profiles to include current medications and insurance details.
  • Assist in maintaining a clean and organized work environment, ensuring compliance with safety regulations.
  • Enhance team productivity by implementing efficient work processes and streamlining operations.
  • Assist with day-to-day operations, working efficiently and productively with all team members.

Call Center Associate

White House Clinics
05.2022 - Current
  • Maintain a mature, well organized, and pleasant speaking voice.
  • Maintain professional appearance and friendly demeanor.
  • Manage telephone traffic into clinic by maintaining responsibility for answering incoming calls within two rings, using proper greeting and identification.
  • Ensure compliance with HIPAA regulations while handling sensitive patient information during all aspects of appointment scheduling processes.
  • Schedule patient appointments and assist patients with rescheduling requests. Transfer calls to other staff appropriately and only as necessary.
  • Adapt seamlessly to any changes in provider schedules, workflows, or office policies, while maintaining a high level of accuracy and efficiency in appointment management.
  • Continuously review established workflows and updated scheduling guidelines to optimize overall productivity within the department.
  • Assist in the training of new schedulers, sharing knowledge and best practices for efficient schedule management processes.
  • Contribute to a positive workplace atmosphere through effective teamwork, open communication, and a commitment to continuous improvement.

COVID-19 Tester

White House Clinics
10.2021 - 05.2022
  • Daily set up and break down of testing sites.
  • Increased safety measures by adhering to stringent sanitation protocols and wearing appropriate personal protective equipment during COVID-19 testing.
  • Gather pertinent patient information- Name, Date of Birth, Mailing Address, Contact information, Insurance information.
  • Handled and stored potentially contaminated nasal samples to prevent compromise.
  • Placed Covid-19 PCR orders using LabCorp ordering system.
  • Maintained quality of testing specimen until evening pick up.
  • Provided COVID-19 FAQs and educational material to patrons and employees.
  • Maintained security and organization of requisitions throughout the work day.
  • Maintained safe and sanitary environment by conducting regular disinfecting and cleaning measures.
  • Donned and removed personal protective equipment (PPE) per company protocols.

House Keeping

Self Employed Services
01.2021 - 10.2021
  • Maintained a clean, safe environment through daily housekeeping tasks and waste disposal management.
  • Maintained inventory of housekeeping supplies, minimizing waste and reducing costs.
  • Worked effectively in fast-paced environments.
  • Excellent communication skills, both verbal and written.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Worked flexible hours across night, weekend, and holiday shifts.
  • Managed time efficiently in order to complete all tasks within deadlines.
  • Paid attention to details.

Cashier and Drive Thru

Wendy's
02.2017 - 12.2020
  • 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 and credit card transactions with excellent accuracy levels.
  • Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
  • Resolved customer complaints professionally, leading to improved customer relations and loyalty.
  • Worked closely with shift manager to solve problems and handle customer concerns.
  • Mentored new employees on cashier duties and best practices, improving overall staff performance.
  • Learned duties for various positions and provided backup at key times.

Education

High School Diploma -

Madison Central High School
Richmond, KY
05.2020

Skills

  • Call Center Operations
  • Problem solving skills
  • Conflict Resolution
  • Bilingual- Spanish
  • Team Collaboration
  • Confidentiality and HIPAA
  • Workflow Optimization
  • Efficient and detail oriented

Languages

Spanish
Native or Bilingual
English
Native or Bilingual

Timeline

Pharmacy Technician

Walgreen's Pharmacy
09.2023 - Current

Call Center Associate

White House Clinics
05.2022 - Current

COVID-19 Tester

White House Clinics
10.2021 - 05.2022

House Keeping

Self Employed Services
01.2021 - 10.2021

Cashier and Drive Thru

Wendy's
02.2017 - 12.2020

High School Diploma -

Madison Central High School

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