Daniela Salas
Chicago,IL
Summary
A dedicated CVS Pharmacy professional with nine years of experience growing within the company and creating a positive impact everywhere I work. I’ve trained new hires, led welcome-season sessions, supported new departments like EBC, and helped guide both agents and new supervisors through constant changes. I’m known for my reliability, coaching style, and ability to break down processes so teams perform better and feel supported. I’ve partnered with multiple departments for UAT testing, improved workflows, handled Executive Office complaints, and served in a stretch role to strengthen my and my department knowledge systems. No matter the project or team, I bring good energy, adaptability, and a commitment to making things run smoother while helping people feel confident in what they do.
Overview
9
9
years of professional experience
Work History
Supervisor
CVS Pharmacy
04.2024 - Current
- Led new-hire and welcome-season training programs, ensuring staff were fully equipped with updated processes and system changes.
- Collaborated with cross-functional departments for UAT testing, providing reliable feedback to improve system performance and operational readiness.
- Assisted in hiring efforts for a new department (EBC), including interviewing candidates and supporting training for both new hires and new supervisors.
- Conducted regular team meetings, 1:1 coaching sessions, and performance check-ins to strengthen communication and drive consistent improvement.
- Ensured agents met or exceeded monthly performance metrics, providing targeted coaching and development plans when necessary.
- Completed end-of-year reviews, assessed performance, determined pay increases, and evaluated overall employee alignment with expectations.
- Served in a three-month stretch role as a Documentation Analyst, enhancing knowledge articles, workflows, and system accuracy for multiple lines of business.
- Investigated and resolved recurring operational issues by identifying root causes and partnering with the necessary teams to implement effective solutions.
- Fostered a culture of growth, accountability, and continuous learning through structured guidance, mentoring, and clear expectations.
- Managed and resolved Executive Office complaints by conducting thorough reviews, coordinating with internal teams, and ensuring timely, accurate resolutions.
Team Lead Coordinator
CVS Pharmacy
02.2023 - 04.2024
- Trained new team members by relaying information on company procedures.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Coached team members in techniques necessary to complete job tasks.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
- Influenced positive change within the organization through strategic thinking, innovation, problem-solving abilities, and consistent leadership style.
- Built strong relationships with agents through positive attitude and attentive response.
- Held weekly team meetings to inform team members on company news and updates.
- Led the successful implementation of Five9 and Welcome Season resulting in increased efficiency and understanding.
- Led the team through organizational changes or transitions, such as process improvements, restructuring, or technology implementations, ensuring smooth adaptation and minimal disruption.
- Proficient in quickly detecting and reporting trending issues.
- Acted as a reliable aid to my supervisor by assisting with administrative tasks, managing schedules, coordinating meetings, and providing research support. Played a pivotal role in enhancing efficiency and enabling seamless operations within the team."
OTCHS Member Relations Coordinator
CVS Pharmacy
03.2021 - 02.2023
- Addressed members concerns by answering numerous calls a day and closing pending requests from members/clients.
- Maintained proper communication with health plan clients via emails/phones by properly addressing and answering concerns.
- Deliberately dedicated overtime hours to ensure the department is in good standing for the new weeks/months.
- Aided other members of the team in problem solving and ensured information was understood.
- Assisted in participating team projects that have helped the department grow.
OTCHS Customer Care Assistant
CVS Pharmacy Health
04.2019 - 03.2021
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Described product highlights and benefits to help guide decisions.
Customer Service Representative
MetroPCS Authorized Dealer (A Part Of CVS)
06.2016 - 04.2019
- Providing customers with a better understanding of promotions and sales.
- Described product to customers and accurately explained details and care of merchandise.
- Politely assisted customers in person and via telephone.
- Helped drive sales goals and achieve monthly quotas.
- Routinely answered customer questions regarding merchandise and pricing.
- Asked open-ended questions to assess customer needs.
Cas
Navarro Discount Pharmacy
06.2016 - 04.2019
- Answered numerous calls per day by addressing customer inquiries, solving problems and providing new product information.
- Greeted customers entering the store to ascertain what each customer wanted or needed.
- Described product to customers and accurately explained details.
- Provided an elevated customer experience to generate a loyal clientele.
- Offered advice and assistance to customers, paying attention to special needs or wants.
Education
High School Diploma -
John A. Ferguson High School
Miami, FL2016
Skills
- Data management
- Team leadership
- Self-motivated
- Highly dependable
- Member Relations
- Email Blasts
- Coaching and Mentoring
- Performance monitoring
- Autodidact
Hobbies
Hobbies include avid reading, with a notable achievement of reading 11 books last year. A dedicated gym enthusiast, I prioritize physical fitness and well-being. Additionally, I engage in day trading as a hobby and consider myself to be an autodidact, consistently seeking opportunities for self-learning and personal growth.
Timeline
Supervisor
CVS Pharmacy
04.2024 - Current
Team Lead Coordinator
CVS Pharmacy
02.2023 - 04.2024
OTCHS Member Relations Coordinator
CVS Pharmacy
03.2021 - 02.2023
OTCHS Customer Care Assistant
CVS Pharmacy Health
04.2019 - 03.2021
Customer Service Representative
MetroPCS Authorized Dealer (A Part Of CVS)
06.2016 - 04.2019
Cas
Navarro Discount Pharmacy
06.2016 - 04.2019
High School Diploma -
John A. Ferguson High School