Emi Xiong
Maplewood,MN
Summary
With over 4 years of customer service expertise, notably at Walgreens as a Pharmacy Technician, I excel in enhancing customer engagement and satisfaction. I am an enthusiastic and dedicated candidate for the Provider Resource Center Representative position, bringing a strong background in customer service and healthcare support. My experience in assisting diverse populations has equipped me with excellent communication and problem-solving skills, enabling me to effectively address inquiries and resolve issues. I am detail-oriented and passionate. My commitment to fostering positive relationships and my ability to work collaborative withing a team make me a valuable asset to your organization. I am eager to contribute my skills and passion for service excellence to enhance provider support and improve overall operational efficiency.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Value Stream Associate
Renewal By Anderson
04.2023 - Current
- Developed and implemented strategies to increase customer satisfaction and engagement.
- Streamlined inventory management processes, reducing waste and ensuring optimal stock levels were maintained.
- Established strong relationships with key stakeholders, facilitating effective communication across departments and teams.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- PIT/ Tugger Certified to deliver materials to each department.
- Trained new employees.
Nutrition Call Center Representative
Health Partners
02.2023 - 03.2023
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Provided personalized assistance to clients, fostering strong relationships and promoting brand loyalty.
- Met customer call guidelines for service levels, handle time and productivity.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Educated customers about billing, payment processing and support policies and procedures.
- Verified and Confirmed diets from Nurse, Physicians, and Care Takers before taking patients orders.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
Pharmacy Technician
Walgreens
02.2021 - 02.2023
- Answered incoming phone calls and addressed questions from customers and healthcare providers.
- Stocked, labeled, and inventoried medication to keep accurate records.
- Enhanced pharmacy workflow by assisting pharmacists with medication dispensing, labeling, and packaging.
- Calculated dosage, filled prescriptions, and prepared prescription labels with absolute accuracy.
- Administered vaccinations to Patients.
- Conducted COVID-19 test.
- Promoted patient confidentiality by adhering to HIPAA regulations when handling personal information during transactions.
- Solved customer problems in-person or over telephone by providing assistance with placing orders, navigating systems, and locating items.
- Increased overall pharmacy productivity by restocking supplies, organizing shelves, and maintaining cleanliness according to standards.
- Performed wide range of pharmacy operations with strong commitment to accuracy, efficiency and service quality.
- Provided exceptional customer service, fostering positive relationships with both new and returning patients at the pharmacy counter.
- Improved patient satisfaction by efficiently processing prescriptions and managing inventory in a timely manner.
- Consulted with insurance company representatives to complete claims processing, resolve concerns, and reconcile payments.
- Assisted in training new team members on standard operating procedures to ensure consistent quality of service across the entire team.
- Reduced medication errors by diligently cross-checking medications against patients'' profiles before dispensing.
- Ordered medicines daily to replenish stock and increase inventory in anticipation of need.
- Boosted customer loyalty by providing friendly, knowledgeable assistance on drug interactions and side effects.
- Set up and modified patient profiles to include current medications and insurance details.
Style Consultant
Target
02.2019 - 05.2020
- Greeted all clients with warm smile and asked open-ended questions to better understand his or her needs.
- Brainstormed and implemented new floor designs, merchandise displays and sales advertisements.
- Increased customer satisfaction by providing personalized style consultations and recommendations.
- Collaborated with fellow consultants to ensure seamless communication, resulting in improved team performance and customer satisfaction.
- Maintained inventory by assisting co-workers with stocking shelves, pricing items and placing products on display.
- Assisted customers in selecting appropriate accessories to complement their outfits, enhancing overall aesthetics and boosting sales of additional items.
- Participated in team meetings and staff training sessions.
Education
No Degree - Dental Assisting
Century College
White Bear Lake, MNSkills
- Customer Service
- Time Management
- Attention to Detail
- Computer Skills
- Familiar with Pharmacy medical terms
- Workplace Safety
- Customer interaction
- Leadership Qualities
- Customer Engagement
- New Hire Training
- Strong Multi-tasking skills
- Experience working in a call center
- 4 years of customer service experience
- Experienced with health care billing
Certification
- CPR Certified- 2023
- OSHA
- Board of Minnesota Pharmacy Technician Licensed - December 2022-2023
- LOTO Certified
Timeline
Value Stream Associate
Renewal By Anderson
04.2023 - Current
Nutrition Call Center Representative
Health Partners
02.2023 - 03.2023
Pharmacy Technician
Walgreens
02.2021 - 02.2023
Style Consultant
Target
02.2019 - 05.2020
No Degree - Dental Assisting
Century College
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