Daphne Archer
Memphis,TN
Summary
Dedicated Customer Service Associate and Healthcare Support Professional with over 17 years of experience in pharmacy, patient care coordination, and remote call center environments. Skilled in managing sensitive patient information, resolving customer concerns with compassion, and delivering accurate solutions in fast-paced settings. Strong ability to build trust, actively listen, and provide clear communication to enhance patient and customer satisfaction. Proven track record of adapting to new systems quickly, meeting performance goals, and contributing to team success while maintaining a high standard of professionalism and care. “Proficient in multiple computer systems and applications simultaneously to resolve customer and patient inquiries efficiently. Knowledgeable Customer Service Associate with strong background in client relations and personalized service. Demonstrated ability to enhance client satisfaction through tailored experiences and attention to detail. Consistently utilized communication and problem-solving skills to exceed client expectations
Overview
16
16
years of professional experience
Work History
Client Concierge/Call Center
Bodewell
Memphis, TN
Current - 08.2025
- Providing product information, registration support, service, parts, delivery, and dealer location inquiries.
- Resolve owner issues through troubleshooting, sales, service, referrals, and minor concessions.
- Welcome and engage customers with warmth, professionalism, and genuine enthusiasm.
- Provide personalized shopping assistance, including product recommendations and styling advice.
- Coordinate special services such as gift wrapping, personal shopping appointments, and delivery arrangements.
- Maintain up-to-date knowledge of store promotions, events, and product launches to inform and excite customers.
- Handle customer inquiries and resolve concerns quickly, ensuring a positive outcome.
- Collaborate with sales associates, visual merchandisers, and management to enhance the in-store experience.
Patient Care Coordinator/Call Center
Lifeline Pharmacy Solutions
Memphis, TN
01.2023 - 07.2025
- Translate prescriptions filled out by prescriber and enter information in the patient's profile in accordance with State Regulation
- Work with pharmacists per work instructions policy and procedures, management direction or any national State regulations
- Quality assurance, prescribers and patient outreach and adverse event reporting
- Answered, resolves and triage inbound call inquires to respective departments
- Served as SME and assisted colleagues with questions concerning proper call documentation practices
- Processed new prescriptions and fill requests or patients
- Participated in process improvements and timeline requests
- Other duties such as profiling prescriptions, running reports, and reporting events to managers
Healthcare Call Center Agent
Conduit Global
Memphis, TN
06.2019 - 12.2022
- Learn and comprehend the non-emergency medical transport program
- Answer calls from customers to learn about and address their needs and manage other issues or services.
- Respond professionally and efficiently to customers, explain possible solutions, and ensure that customers feel supported and valued.
- Engage in active listening with customers, confirm or clarify information and de-escalate issues, as needed.
- Perform other duties as required.
- Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions.
- Manages difficult or emotional customer situations; responds promptly to customer needs; conveys genuine empathy, meets commitments.
Lead Documentation Associate
AmerisourceBergen
04.2013 - 08.2019
- Managed and trained documentation clerks with final documented review of completed batch paperwork prior to shipment and final review of all other GMP documentation
- Identified documentation errors, ensured the accuracy of items placed in quarantine/ quality hold, and updated the management team on deviations to processes noted during batch record review.
- Provided support to management during all regulatory inspections.
- Trained new documentation clerks on Good Documentation Practices and proper review of batch records
- Audited clean room to ensure proper compliance with current procedures
- Provided direction and performed other responsibilities as assigned by the Quality Associate.
- Assist the quality supervisor with conducting audits of processes, systems, and procedures.
- Aided and counsel to cleanroom pharmacists and operation supervisors during compounding and label/pack processes.
- Conducted investigations surrounding count discrepancies, aseptic breaches, manufacture defects
- Destruction of expired controlled substances
Quality Associate
AmerisourceBergen
Memphis, TN
08.2017 - 04.2019
- Managed and trained a team of documentation clerks with final documented review of completed batch paperwork prior to shipment and final review of all other GMP documentation
- Conducted root cause analysis for compounding errors and in-process errors generated at the facility during all phases of the production process.
- Coordinated the testing of products for on-going stability and on-going sterility monitoring with QA lab
- Assisted DEA associate daily destruction of product, raw material and laboratory waste.
- Monitored the production process through established systems to identify problem areas and communicate those issues to management
- Ensured the documentation center is staffed with properly trained documentation clerks capable of reviewing and releasing quality products.
- Assisted with the development of additional training material specific to documentation clerk training for on-the-job training
- Provided assistance and advice to cleanroom pharmacists and operation supervisors during compounding and label/pack processes.
- Conducted investigations surrounding count discrepancies, aseptic breaches, manufacture defects, and partner with analytical lab in areas of OOS investigations.
- Assist the quality supervisor with conducting audits of processes, systems, and procedures.
- Quarantined of potential affected product until batch paperwork is resolved
- Reviewed and approve drug labels for accuracy upon receipt per established procedures
Quality Technician
AmerisourceBergen
Memphis, TN
07.2009 - 07.2017
- Performed quality inspection and monitoring on critical quality control parameters per defined procedures during manufacturing process.
- Trained newly hired employees in the process of inspection of final product for defects and particulate matter
- Maintained raw-material records and internal inventory tracking including accepted, quarantined and rejected materials to ensure proper utilization and accounting of materials.
- Followed and adhered to all cgmp's/compliance/regulatory mandates, SOP'S and quality requirements
- Inspected final compounded products such as PCA vials, intravia bags, and cassettes for PM/ and or defects prior to labeling.
- Reported manufacture defects and in-process scrap to quality management
- Assisted with problem solving, root cause analysis, and corrective actions
- Provided quality management with detailed scrap reports, inspection updates, and new procedures
- Assisted in expansions focused on change management, process improvement, team solutions, and leadership development in cultivating individuals and organizational performance.
Education
General Education Diploma -
MLK Academy
01-2004
Skills
- Excellent verbal and written communication
- Customer service excellence with empathy and active listening
- Patient care coordination and support
- Conflict resolution and de-escalation
- Time management and multitasking in fast-paced environments
- Adaptability to new systems, processes, and policies
- Problem-solving and decision-making
- Team collaboration and independent remote work
- Attention to detail and accuracy
- Data entry proficiency
- Exceptional communication
QUALIFICATIONS
- Remote call center experience since 2020, managing high call volumes
- Patient Care Coordination with focus on accuracy and compassion
- Strong knowledge of medical terminology and healthcare processes
- Skilled in handling sensitive patient information with confidentiality (HIPAA compliance)
- Proficient in electronic health records (EHR) and call center systems
- Customer service excellence with proven conflict resolution skills
- Ability to multitask in fast-paced, high-pressure environments
- Effective communication (verbal and written) with patients, providers, and team members
- Strong active listening and problem-solving abilities
- Adaptable and quick learner of new software and procedures
- Team-oriented while maintaining independence in remote work settings
- Committed to patient safety, quality service, and meeting performance goals
- Time management and organizational skills to prioritize tasks efficiently
Systems & Tools
- Healthcare & Pharmacy Systems: Epic, Cerner, ScriptPro, Meditech, QS/1
- Insurance/Benefits Platforms: Availity, NaviNet, Cigna/Evernorth systems
- Call Center Platforms: Five9, Genesys, RingCentral, Cisco, NICE inContact
- CRM & Ticketing Systems: Salesforce, Zendesk,CRM
- Communication Tools: Microsoft Teams, Outlook, Zoom
- Productivity Tools: Microsoft Office Suite (Word, Excel, Outlook, PowerPoint)
Timeline
Client Concierge/Call Center
Bodewell
Current - 08.2025
Patient Care Coordinator/Call Center
Lifeline Pharmacy Solutions
01.2023 - 07.2025
Healthcare Call Center Agent
Conduit Global
06.2019 - 12.2022
Quality Associate
AmerisourceBergen
08.2017 - 04.2019
Lead Documentation Associate
AmerisourceBergen
04.2013 - 08.2019
Quality Technician
AmerisourceBergen
07.2009 - 07.2017
General Education Diploma -
MLK Academy