Deja Washington
Dallas,TX
Summary
Dynamic professional with a proven track record at Walgreens, adept in inventory control and customer service excellence. Excelled in enhancing customer trust through effective fraud prevention strategies and mentoring teams towards peak performance. Demonstrates exceptional problem-solving skills and a goal-oriented mindset, significantly improving operational efficiency and customer satisfaction.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Designated Hitter
Walgreens
07.2023 - 02.2025
- Efficiently managed multiple tasks simultaneously, balancing the needs of customers with store responsibilities effectively.
- Prepared merchandise displays according to store guidelines, driving interest in featured products and promotions.
- Supported store management in implementing promotional activities and visual merchandising strategies for maximum impact.
- Resolved customer complaints professionally, turning negative experiences into opportunities for improvement.
- Provided assistance to pharmacy associates by handling patient scripts and storage of prescriptions.
Inventory Specialist
Walgreens
07.2024 - 11.2024
- Enhanced inventory accuracy by conducting regular cycle counts and reconciling discrepancies.
- Completed physical inventory counts each month.
- Collaborated with team members to ensure timely completion of daily tasks, increasing overall productivity.
- Managed the return process for damaged or defective goods, ensuring prompt resolution for customers and minimizing financial loss for the company.
- Managed pharmacy counts and ordering, ensuring all warehouse orders were accurate and up to date.
Call Center Sales Representative
Everything Breaks
04.2023 - 07.2023
- Maintained high-quality standards through thorough knowledge of products, services, and company policies.
- Adapted communication style according to diverse clientele backgrounds for better connection and rapport building during calls.
- Set up appointments with interested customers according to schedule availability.
- Delivered scripted sales talks to customers reached via manual and automatic dialing systems.
- Educated customers on product and service benefits, explaining features and answering questions.
- Provided information about available products and services, membership details, and purchase advantages.
Escalations Team Lead
DSI Systems
02.2022 - 04.2023
- Trained new team members by relaying information on company policies and customer demand.
- Promoted a positive work environment by fostering teamwork and open communication.
- 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 tickets and ensure customer satisfaction.
- Increased customer satisfaction by ensuring timely completion of tickets and adherence to third party sellers.
- Managed risks and mitigated potential issues through proactive planning, monitoring, and timely decision making.
Escalations Call Center Agent
DSI Systems
09.2021 - 02.2022
- Enhanced call center efficiency by effectively managing high call volumes and multitasking in a fast-paced environment.
- Improved customer satisfaction ratings by efficiently addressing and resolving inquiries, complaints, and requests.
- Demonstrated empathy and understanding when dealing with difficult situations, ultimately diffusing tension while finding satisfactory resolutions.
- Utilized CRM software to track customer interactions, ensuring timely follow-up on outstanding issues.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Maintained accurate records of customer interactions, documenting details for future reference and quality assurance purposes.
- Developed expert knowledge of company products and services to provide accurate information to customers.
- Adapted communication style to meet diverse customer needs, creating positive experiences for all callers.
- Resolved customer issues promptly, ensuring satisfaction and loyalty.
Fraud Specialist
Genpact
06.2019 - 02.2021
- Handled calls inquiring about unrecognized transactions.
- Improved customer trust by promptly addressing and resolving reported instances of fraud.
- Evaluated customer data to identify and prevent fraudulent activities.
- Conducted thorough investigations into suspected fraudulent activities, resulting in timely resolution of cases.
- Performed risk assessments to determine level of fraud risk and prioritize investigations.
- Maintained detailed records of all detected fraud incidents for future reference and analysis.
- Tracked fraud cases and monitored trends to develop strategies for prevention.
- Streamlined fraud claims process, enhancing customer satisfaction during stressful situations.
Education
Associate of Science - Pharmacy
Asher College
Dallas, TX06-2022
High School Diploma -
Lakeview Centennial High School
Garland, TX05-2019
Skills
- Customer service
- Call center customer service
- Customer focus
- Customer communications
- Fraud prevention
- Inventory control
- Goal-oriented mindset
- Coaching and mentoring
- Team development
- Inventory organization
- Stress tolerance
- Appointment setting
- Shipping and receiving
- Building rapport
- Problem-solving skills
- Workplace safety
- Transaction monitoring
- Schedule management
- Typing speed
- CRM software
- Order picking and processing
- Situational hitting
- Stocking and organization
- Call handling
- Evidence collection
- MS office
- Excel
- Effective communication skills
- Medication dispensing
- Medication storage procedures
- Patient confidentiality
- Drug storage procedures
- Adherence to protocols
- Manual and automated medication dispensing
- HIPAA
- Pharmacy law compliance
- Team management
- Quality assurance
- Call monitoring
Certification
Pharmacy Technician Trainee License
Timeline
Inventory Specialist
Walgreens
07.2024 - 11.2024
Designated Hitter
Walgreens
07.2023 - 02.2025
Call Center Sales Representative
Everything Breaks
04.2023 - 07.2023
Escalations Team Lead
DSI Systems
02.2022 - 04.2023
Escalations Call Center Agent
DSI Systems
09.2021 - 02.2022
Fraud Specialist
Genpact
06.2019 - 02.2021
Associate of Science - Pharmacy
Asher College
High School Diploma -
Lakeview Centennial High School
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