Cheryl Hillen

Inbound customer service calls- resolution with high-quality customer service.

Highest member satisfaction surveys out of 215 employees

Upselling customer products- company profit of approximately $100k+

Help support in training of newly onboard agents

Other duties as assigned

• Handled customer inquiries and suggestions courteously and professionally.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Answered constant flow of customer calls with minimal wait times.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Updated account information to maintain customer records.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Offered advice and assistance to customers, paying attention to special needs or wants.

• Assisted clients with daily living needs to maintain self-esteem and general wellness.
• Assisted with dressing guidance, grooming, meal preparation, and medication reminders.
• Engaged patients in meaningful conversation, socialization, and activity while providing personal care assistance.
• Built strong relationships with clients to deliver emotional support and companionship.

• Processed payments effectively and accurately handled cash, credit, debit and personal check transactions.
• Performed store opening, closing, and shift-change actions and kept accurate shift-change logs.
• Processed both cash and card purchases and returns.
• Trained, mentored, and developed new cashiers with positive and encouraging techniques to maximize performance and team contributions.
• Assisted customers by answering questions and fulfilling requests.
• Worked extra shifts during busy periods and covered for call-in employees to maintain service levels.

• Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
• Responded to customer requests, offering excellent support and tailored recommendations to address needs.
• Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Maintained up-to-date knowledge of product and service changes.
• Delivered prompt service to prioritize customer needs.
• Exhibited high energy and professionalism when dealing with clients and staff.
• Responded proactively and positively to rapid change.
• Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
• Cross-trained and backed up other customer service managers.

• Monitored and managed pharmacy staff performance to maximize productivity and customer satisfaction.
• Enforced compliance with pharmacy regulations and maintained up-to-date records of all medications dispensed.
• Trained pharmacy interns and newly hired pharmacy technicians.
• Ordered all pharmacy supplies and kept check on inventory levels.
• Recommended OTC devices or medication options to help mitigate individual symptoms.
• Developed policies and procedures for effective pharmacy management.
• Protected drug inventories from damage or theft by establishing and enforcing clear pharmacy security policies.
• Collaborated with store manager to maintain daily operations.

• Greeted customers entering store and responded promptly to customer needs.
• Built relationships with customers to encourage repeat business.
• Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
• Worked flexible schedule and extra shifts to meet business needs.
• Welcomed customers and helped determine their needs.
• Counted money in cash drawers at beginning and end of shifts to maintain accuracy.