Diana Pascual
Edmond,OK
Summary
Dedicated and adaptable professional with a proactive attitude and the ability to learn quickly. Strong work ethic and effective communication skills. Eager to contribute to a dynamic team and support organizational goals.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Customer Experience Advocate
American Fidelity
Oklahoma City, OK
08.2022 - Current
- Educated customers on best practices when using our products or services.
- Collaborated with cross-functional teams to ensure seamless customer experiences.
- Acted as an advocate for customers by escalating critical issues when necessary.
- Provided exceptional customer service to ensure customer satisfaction.
- Provided accurate information about products and services to customers.
- Maintained detailed noted of customer interactions for future reference.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Answered inbound calls, chats and emails to facilitate customer service.
Lead Pharmacy Technician
Meijer
Grand Rapids, MI
03.2017 - 02.2022
- Oversaw inventory management processes such as ordering, stocking, tracking expiration dates.
- Interpreted physician's instructions accurately when preparing prescriptions.
- Monitored staff productivity levels and provided guidance when needed.
- Trained new pharmacy technicians and provided feedback on their performance.
- Provided customer service to patients by answering questions related to prescriptions, insurance coverage.
- Performed quality control checks to ensure accuracy of medication dispensing.
- Managed day-to-day operations of the pharmacy department including staffing schedules.
- Developed policies and procedures for the efficient operation of the pharmacy department.
- Handled critical customer calls regarding medications or services provided by the pharmacy department.
- Reviewed resumes, applications, and other pertinent documents prior to interviews.
Supervisor
Tim Hortons
Wyoming, MI
10.2015 - 09.2017
- Ensured compliance with workplace safety regulations by providing training sessions for all staff members.
- Directed and supervised team of 15 employees in daily operations.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction.
- Provided direction to staff on proper preparation techniques for menu items.
- Trained workers in food preparation, money handling, and cleaning roles to facilitate restaurant operations.
Education
Associate of Science - Pharmacy
Baker College
Owosso, MI06-2016
Skills
- 9 Years of Customer Service
- Problem-solving abilities
- Multitasking
- Calm under pressure
- MS Office
- Reliability
- Spanish Fluency
- Active Listening
- Creative in finding solutions to problems
- Empathetic and Resilient
- Strong verbal communication
- Customer-focused
- Adaptability and Flexibility
Languages
Spanish
Native/ Bilingual
Certification
- Certified by the Pharmacy Technician Certification Board (PTCB)
Timeline
Customer Experience Advocate
American Fidelity
08.2022 - Current
Lead Pharmacy Technician
Meijer
03.2017 - 02.2022
Supervisor
Tim Hortons
10.2015 - 09.2017
Associate of Science - Pharmacy
Baker College
- Certified by the Pharmacy Technician Certification Board (PTCB)
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