Ebony Horn
Houston
Summary
Skilled in providing top-tier customer service within fast-paced pharmacy environments. Experience includes maintaining high levels of customer satisfaction, managing pharmacy workflow and resolving patient issues with tact and diplomacy. Strengths include strong communication skills, product knowledge, and a focus on fostering positive relationships with customers. Previous work has resulted in improved customer experience through efficient problem-solving and personalized care.
Overview
10
10
years of professional experience
Work History
Pharmacy Customer Service Representative
Everise
Houston
03.2023 - Current
- Assisted patients with prescription inquiries, medication refills, and pharmacy services
- Verified patient information while maintaining strict HIPAA compliance
- Resolved customer concerns efficiently in a high-volume call center environment
- Documented patient interactions accurately across multiple systems
- Collaborated with pharmacy teams to ensure timely and accurate service
Inbound Sales Representative
Spectrum
Remote
01.2019 - 02.2024
- Guided customers through product selection and service options.
- Managed inbound calls to assess customer needs and preferences.
- Utilized CRM software to track customer interactions and follow-ups.
- Resolved customer inquiries and concerns in a timely manner.
- Built trust and loyalty by maintaining professionalism while persuading customers.
- Identified customer needs and recommended products accordingly.
- Assisted customers with placing orders over the phone or online.
- Responded to customer inquiries via phone, email and chat.
Call Center Customer Service Representative
eLead1ONE
Atlanta
09.2016 - 08.2019
- Manage large amounts of inbound and outbound calls in a timely manner.
- Follow communication "scripts" when handling different topics.
- Identify customers' needs, clarify information, research every issue and provide solutions and/or alternatives.
- Seize opportunities to upsell products when they arise.
- Build sustainable relationships and engage customers by taking the extra mile.
- Keep records of all conversations in our call center database in a comprehensible way.
- Frequently attend educational seminars to improve knowledge and performance level.
- Received an average 85% customer satisfaction rating to date, 15% higher than the company average.
- Suggested a new tactic to persuade cancelling customers to stay with the company, resulting in a 5% decrease in cancellation.
- Helped with Tech support issues with ADT clients as well.
Education
McClure High School
Saint Louis, MISome College (No Degree) - Certified Phlebotomist Technician
Cy-Fair Career Institute
Houston, TXSkills
- Venipuncture & Capillary Collection
- Specimen Labeling & Processing
- Patient Care & Communication
- HIPAA Compliance & Confidentiality
- Electronic Documentation & Data Entry
- Insurance & Prescription Assistance
- High-Volume Call Handling
- Customer Service & Conflict Resolution
- Pharmacy Support
- Multitasking in Fast-Paced Environments
- Prescription management
- Customer documentation
- CRM software utilization
- Conflict resolution
- Pharmacy law
Timeline
Pharmacy Customer Service Representative
Everise
03.2023 - Current
Inbound Sales Representative
Spectrum
01.2019 - 02.2024
Call Center Customer Service Representative
eLead1ONE
09.2016 - 08.2019
McClure High School
Some College (No Degree) - Certified Phlebotomist Technician
Cy-Fair Career Institute