Destiny Pena
Lake Jackson,TX
Summary
Knowledgeable and dedicated customer service professional with extensive experience in Healthcare industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
7
7
years of professional experience
Work History
Technical Support Representative
KellyConnect/Apple
06.2023 - 11.2023
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
- Assisted in streamlining internal processes, reducing call wait times and increasing overall efficiency.
- Responding to customer inquiries and providing product information and support related to apple devices, software, and services.
- Troubleshooting technical issues and providing step-by-step guidance to resolve problems efficiently.
- Documenting customer interactions and maintaining accurate records of inquiries, comments, and actions taken.
- Collaborating with other team members and departments to resolve complex issues.
Service Cashier
Toyota Of Victoria
03.2023 - 06.2023
- Improved customer satisfaction by providing efficient and accurate cash transactions.
- Enhanced store productivity by maintaining a clean and organized cashier area.
- Reduced wait times for customers with speedy and precise cash register operations.
- Ensured accurate financial records by reconciling daily cash drawer and reporting discrepancies.
- Managed high-volume checkout lines calmly and professionally during peak hours, ensuring timely service for all customers.
- Greet and assist customers who enter the store showroom.
- Direct calls and handle all customer payment and credit transactions.
- Responsible for daily balancing and reconciling of cash office account/s.
- Handle daily bank deposits.
- Assist the office manager and/or General Manager with various clerical duties as needed.
- Identify prices of goods, services and total bills using calculator.
Fax Reviewer/ Benefit Verification Specialist
Amerisource Bergen
10.2022 - 02.2023
- Assisting employees with the enrollment process for savings and insurance schemes
- Answering any questions employees have about their benefits
- Communicating with insurance and savings providers to resolve issues
- Conducting presentations that educate employees about their benefits
- Informing employees about any changes to the benefits structure.
Pharmacy Technician
CVS Health
09.2021 - 01.2022
- Accepting written prescriptions or refill requests from patients and evaluating information for completeness and accuracy
- Recording medical histories while maintaining confidentiality and compliance with HIPAA regulations
- Delivering quality customer service to patients, responding to inquiries, questions, or requests, and referring them to the pharmacist for medical information
- Verifying the accuracy of patient information
Pharmacy Technician
Walgreens
12.2019 - 08.2021
- Accepting written prescriptions or refill requests from patients and evaluating information for completeness and accuracy
- Recording medical histories while maintaining confidentiality and compliance with HIPAA regulations
- Delivering quality customer service to patients, responding to inquiries, questions, or requests, and referring them to the pharmacist for medical information
- Verifying the accuracy of patient information
- Improved patient satisfaction by efficiently processing prescriptions and managing inventory in a timely manner.
- Enhanced pharmacy workflow by assisting pharmacists with medication dispensing, labeling, and packaging.
- Assisted in maintaining a clean and organized work environment, ensuring compliance with safety regulations.
- Contributed to the reduction of prescription wait times by promptly addressing refill requests and insurance authorizations.
- Promoted patient confidentiality by adhering to HIPAA regulations when handling personal information during transactions.
Pharmacy Technician
Walgreens
12.2018 - 09.2019
- Accepting written prescriptions or refill requests from patients and evaluating information for completeness and accuracy
- Recording medical histories while maintaining confidentiality and compliance with HIPAA regulations
- Delivering quality customer service to patients, responding to inquiries, questions, or requests, and referring them to the pharmacist for medical information
- Verifying the accuracy of patient information
- Reduced medication errors by diligently cross-checking medications against patients'' profiles before dispensing.
- Boosted customer loyalty by providing friendly, knowledgeable assistance on drug interactions and side effects.
- Contributed to the reduction of prescription wait times by promptly addressing refill requests and insurance authorizations.
- Increased overall pharmacy productivity by restocking supplies, organizing shelves, and maintaining cleanliness according to standards.
- Promoted patient confidentiality by adhering to HIPAA regulations when handling personal information during transactions.
Customer Service Associate
Lowe's
03.2017 - 08.2017
- Customer service desk do returns, take care of customer online orders, take care of credit applications, take payments, answer phones while assisting customers.
- Enhanced customer satisfaction by effectively addressing inquiries and resolving issues.
- Maintained a high level of product knowledge, providing accurate information to customers.
- Collaborated with team members to achieve monthly targets and optimize workflow efficiency.
- Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
- Processed orders accurately and efficiently, ensuring timely delivery of products or services to customers.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Handled billing and payment issues following guidelines, resolving disputes properly.
- Handled cash drawer responsibly, accurately counting change and ensuring daily balances were correct.
- Processed returns and exchanges efficiently, adhering to company guidelines while prioritizing customer satisfaction.
Environmental Service Technician
CHI ST Luke's Hospital
06.2016 - 02.2017
- Cleaning, Sanitation, Removal of trash, and soiled linens from all areas, public, patient, and private office to make those
- Area ready for use on a continuing basis.
- Enhanced facility cleanliness by implementing efficient waste disposal and recycling procedures.
- Reduced cross-contamination risks by thoroughly sanitizing high-touch surfaces in patient rooms and common areas.
- Maintained a safe environment for patients, staff, and visitors by performing regular inspections of equipment and facilities.
- Increased efficiency within the team by assisting with inventory management and restocking supplies as needed.
- Handled spills in work and common areas and used proper methods to clean and sanitize each material.
- Maintained spotless restrooms and break rooms with detail-oriented approach and consistent attention.
- Worked with team members from multiple departments to maintain strict cleanliness standards.
- Set up beds or other furniture in rooms.
- Maintained patient and hospital confidentiality.
Education
L.M.R.T -
The College of Healthcare Professions-Xray Tech.
Houston, TX05.2015
Victoria College
Victoria, TX01.2012
Alvin Community College
Alvin, TX01.2011
Brazosport College
Lake Jackson, TX01.2010
High School Diploma -
Brazoswood H School
Clute, TX05.2009
Skills
- Microsoft Office (3 years)
- Answering Phones (2 years)
- Office Equipment (5 years)
- Hospital Experience
- Pharmacy Technician Experience
- HIPAA
- Typing
- Computer Skills
- Medical Billing
- Basic patient care
- Phlebotomy
- Medication administration
- Basic pharmacology
- Vital signs
- Triage
- Labs
- CPR certification
- Insurance Verification
- Medical Terminology
- Compounding Medications
- Cash Handling
- Data Entry
- Order Entry
- Cashiering
- Customer service
- Microsoft Office (8 years)
- Microsoft Outlook
- Microsoft Excel
- Microsoft Word
- Microsoft PowerPoint
- Patient Plus
- Epic
- Med Connect
- Customer Service
- Service Support
- Software Diagnosis
- Software Installation
- Videoconferencing
- Technical Support
- Network Diagnostics
- Performance Testing
- Data Recovery
- User Support
- Hardware Diagnostics
- Technical Troubleshooting
- Appointment Scheduling
- Insurance verification
- Claims processing
- Healthcare knowledge
- Patient advocacy
- Computer proficiency
- Follow-up skills
- HIPAA compliance
- Strong communication
- Resourcefulness
- Telephone etiquette
- Benefits Explanation
- Records Maintenance
- Paperwork Processing
- Drawer Balancing
- Sales Transactions
- Money Handling
- POS System Operation
- Excellent Communication
- Customer Transactions
- Remote Support
- Online Chat Support
- Prescription Filling
- Drug Safety
- Drug Utilization Review
- Order Verification
- Insurance Billing
- Supply Restocking
- Medication Dispensing
- OTC Recommendations
- Updating Medication Histories
- Verifying Orders
- Pharmacy and Customer Records Management
- Patient Confidentiality
- FDA Drug Safety Guidelines
- Medication Labels
- Pharmaceutical Calculations
- First Aid Knowledge
- Pharmacology Knowledge
- Order Processing
- Medical Coding
- Medical Insurance Claims Processing
- Prescription Refill Fulfillment
Communication Skills
Respecting and acknowledging what others have to say is an important aspect of communication. Being respectful can be as easy as paying attention to what others have to say, using the person's name, and not being distracting. If you show respect to other people, they will feel appreciated, which will lead to a more honest and productive conversation.
References
- Javan Suniga, Co-Worker, (361)237-8101
- Simone Chambers, Pharmacist, (281)898-5454
- Claudia Krause, Pharmacy Manager, (281)935-9437
- Chasidy Weston, Co-Worker, (239)440-6418
- Tamika Stretch, Co-Worker, (478)972-4300
Timeline
Technical Support Representative
KellyConnect/Apple
06.2023 - 11.2023
Service Cashier
Toyota Of Victoria
03.2023 - 06.2023
Fax Reviewer/ Benefit Verification Specialist
Amerisource Bergen
10.2022 - 02.2023
Pharmacy Technician
CVS Health
09.2021 - 01.2022
Pharmacy Technician
Walgreens
12.2019 - 08.2021
Pharmacy Technician
Walgreens
12.2018 - 09.2019
Customer Service Associate
Lowe's
03.2017 - 08.2017
Environmental Service Technician
CHI ST Luke's Hospital
06.2016 - 02.2017
L.M.R.T -
The College of Healthcare Professions-Xray Tech.
Victoria College
Alvin Community College
Brazosport College
High School Diploma -
Brazoswood H School
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