Daisy Alarcon
San Diego,CA
Summary
Customer support leader with 7+ years of experience managing teams, driving service excellence, and building scalable support processes across SaaS and healthcare technology. Proven track record of providing empathetic, timely, and resolutions-focused client support across multiple channels (email, phone, chat). Skilled in resolving complex escalations, coaching staff, and translating technical systems into user-friendly solutions. Demonstrated success in improving response times, client retention, and maintaining high customer satisfaction (CSAT).
Overview
10
10
years of professional experience
Work History
Pharmacy Support Specialist
TruDataRx
06.2024 - Current
- Act as first point of contact for patients, prescribers, and payers, troubleshooting complex service issues with urgency and empathy.
- Document and track approximately 50 tickets daily in CRM platforms, escalating technical issues when necessary to preserve customer trust.
- Partner with pharmacies during onboarding, walk them through setup and configuration.
- Proactively identify gaps in workflows, creating SOPs that improved efficiency and clarity across teams.
- Audited claims and billing data, proactively identifying errors and improving accuracy.
Customer Success Manager
GetWell Specialty Pharmacy
03.2022 - 06.2024
- Delivered personalized support across email, phone, and in-person interactions, maintaining a 98% client retention rate.
- Served as a trusted point of contact for executives and clients, handling escalations with professionalism and discretion.
- Monitored CRM dashboards to track client activity, billing, and renewal metrics.
- Managed 100+ client accounts, acting as a primary contact for troubleshooting issues.
Senior Pharmacy Technician
Walgreens Specialty Pharmacy
10.2015 - 03.2022
- Onboarded and trained 70+ new hires, building structured training materials and mentoring staff to meet accuracy and performance goals.
- Oversaw scheduling and monitored workflows for 10+ projects, ensuring deadlines and quality standards were met.
- Resolved complex customer issues around insurance claims, prior authorizations, and medication access with empathy and ownership.
- Maintained high patient satisfaction scores by providing clear explanations and proactive solutions.
Skills
- Customer Support Leadership & Team Coaching
- Escalation Management & Issue Resolution
- CRM & Ticketing Systems (Salesforce, POS, Zendesk, Jira)
- Metrics-Driven Support (Response Time, Resolution Time, CSAT)
- Training & Onboarding (staff and clients)
- Process Improvements & SOP Documentation
- Bilingual: English & Spanish
- Pharmaceutical calculations
- Patient counseling
- Quality control procedures
- HIPAA compliance
- Insurance billing
Languages
Spanish
Native or Bilingual
Timeline
Pharmacy Support Specialist
TruDataRx
06.2024 - Current
Customer Success Manager
GetWell Specialty Pharmacy
03.2022 - 06.2024
Senior Pharmacy Technician
Walgreens Specialty Pharmacy
10.2015 - 03.2022