Courtney Towle
Summary
Determined Quality Assurance Specialist with dedication to quality, accuracy, and patient safety. Familiar with handling multiple projects in highly competitive environments. Solid interpersonal and collaboration skills. Willingness to take on added responsibilities to meet team goals. Experienced in using Microsoft Outlook, Excel, Word, and PowerPoint for the organization of business data and reports.
Overview
16
16
years of professional experience
Work History
Senior Quality Assurance Specialist
Walmart
03.2018 - Current
- Develops consistent customer service delivery by performing quality audits. Delivers feedback to agents and managers on success areas and improvement opportunities.
- Analyzes key quality drivers. Creates and evaluates quality reports. Recommends changes to improve quality control processes and customer satisfaction. Reports feedback to management.
- Communicates findings to stakeholders and customers by providing documents and work papers. Identifies process errors and determines solutions. Identifies training opportunities and updates training documentation.
- Executes quality assurance processes by evaluating quality review processes and identifying areas of opportunity. Develops and drives process changes. Assesses the utilization and effectiveness of quality assurance programs. Evaluates service-level data to determine behavioral gaps and training needs. Collaborates with key stakeholders in order to develop action plans to improve agent service levels.
Lead Pharmacy Technician
Walmart
09.2015 - 03.2018
- Supervised 10 pharmacy technicians and coordinated day-to-day assignments.
- Helped maintain a clean and organized workspace for optimal efficiency during high-volume periods.
- Answered incoming phone calls and addressed questions from customers and healthcare providers.
- Promoted teamwork among pharmacy staff, fostering a collaborative environment for improved productivity.
- Maintained compliance with all federal and state regulations related to pharmaceutical operations, ensuring accurate record-keeping and documentation practices.
Pharmacy Technician
Walmart
01.2010 - 09.2015
- Answered incoming phone calls and addressed questions from customers and healthcare providers.
- Stocked, labeled, and inventoried medication to keep accurate records.
- Enhanced pharmacy workflow by assisting pharmacists with medication dispensing, labeling, and packaging.
- Calculated dosage, filled prescriptions, and prepared prescription labels with absolute accuracy.
Cashier
Walmart
11.2007 - 01.2010
- Enhanced customer satisfaction by providing efficient and accurate cash transactions.
- Streamlined checkout process for increased efficiency and reduced waiting times.
- Assisted customers with inquiries and provided exceptional service, resulting in positive feedback from shoppers.
Education
Associate of Applied Science -
Lone Star College System
Kingwood, TX2011
Skills
- Quality assurance metrics
- Incident Investigation
- Problem-solving skills
- Patient safety culture
- Customer Service
- Decision-Making
- Detail Oriented
- Quality improvements
- Pharmaceutical knowledge
Timeline
Senior Quality Assurance Specialist
Walmart
03.2018 - Current
Lead Pharmacy Technician
Walmart
09.2015 - 03.2018
Pharmacy Technician
Walmart
01.2010 - 09.2015
Cashier
Walmart
11.2007 - 01.2010
Associate of Applied Science -
Lone Star College System