Erika Durham
Jacksonville
Summary
Highly dedicated and results-driven professional with a proven track record in delivering exceptional customer service. Adept at building strong relationships with clients and providing personalized solutions to meet their needs. Skilled in effectively resolving inquiries and complaints, ensuring customer satisfaction. Strong communication and problem-solving abilities, combined with a positive attitude, contribute to creating a positive customer experience.
Overview
18
18
years of professional experience
Work History
Customer Service Representative
Talent World Group
11.2024 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Pharmacy Technician
Cancer Specialist of North Florida
01.2022 - 01.2023
- The Pharmacy Tech is responsible for the aspects of medical preparation, distribution, record-keeping, and inventory control. This includes the calculation of dosages, verifying patient information and physician drug authorization, assisting under supervision with compounding or admixing medication, and properly disposing of all materials used. This position is also responsible for the maintenance of records, logs, and MSDS sheets, and for performing any other administrative tasks necessary.
Pharmacy Tech/ Customer Service Rep
Your Town Health
08.2018 - 11.2020
- Input customer and prescription data into the computer, filling and labeling prescription bottles. Manage inventory, check expiration dates, and quantity on hand. Receive payments from customers for their prescriptions. Filing prescription hard-copies and records. Assist customers and office staff at other locations via telephone. Input charges and payments into ECW. Balance money/credit card payments at the end of the workday. Provide interpretation for Spanish speaking patients. Check patients in/out and schedule follow up appointments. Assist patients with Sliding Fee Scale paperwork and document in the system.
Pharmacy Technician
Memorial Satilla Health
08.2017 - 06.2018
- Perform a variety of technical and clerical duties for the hospital-wide unit dose drug distribution system and intravenous admixture program. Responsible for maintaining confidential reports, enter and retrieve data utilizing the computer system, prepare intravenous medication, including chemotherapeutic preparations, hyper-alimentations, and antibiotics, fill automated medications dispensing system with a supply of unit dose medications, procure, and fill requests for pharmaceutical supplies and deliver supplies to nursing units.
Pharmacy Technician
Coffee Regional Medical Center
06.2015 - 06.2016
- The graveyard technician was responsible for a variety of technical and clerical duties. Dose drug distribution system and intravenous admixture program. Responsible for filling automated medications dispensing systems with a supply of unit dose medications, procure and fill requests for pharmaceutical supplies and deliver supplies to nursing units.
Bilingual Program Associate/Health Technician
Southeast Health Department
01.2014 - 06.2016
- Provide interpretation for Spanish speaking clients. Interview clients in collaboration with a health care provider. Interpret exam findings, directions for medication, and treatment plans in an accurate and clearly understood manner. Assist with referrals to appropriate resources. Assist providers with home visits as needed. Bilingual call center agent, assists with incoming calls for the different health centers. Direct calls as needed.
Pharmacy Technician
Children's Hospital of Orange County
09.2007 - 05.2012
- Skilled in the compounding of medication, and pharmacy operation. Narcotic control, delivery of IV and oral syringes. Performed mathematical calculations for special dosing and compounding. Responsible for technical functions such as: compounding, unit dosing, TPN’s, IV drug preparation including chemotherapy and investigational drugs. Fill and inventory operated automated dispensing devices.
Education
Bachelor of Science - Business Administration
Devry University
Jacksonville, FL04.2013
Graduate - Pharmacy Technician Program
American Career College
Anaheim, CA09.2007
Skills
- Fluent in English/Spanish
- Strong Interpersonal Skills
- Effective Multi-tasking
- Strong verbal and written communication
- Medication management
- Regulatory compliance expertise
- Pharmaceutical distribution
- Data entry
- Customer service
Languages
Spanish
Native or Bilingual
Timeline
Customer Service Representative
Talent World Group
11.2024 - Current
Pharmacy Technician
Cancer Specialist of North Florida
01.2022 - 01.2023
Pharmacy Tech/ Customer Service Rep
Your Town Health
08.2018 - 11.2020
Pharmacy Technician
Memorial Satilla Health
08.2017 - 06.2018
Pharmacy Technician
Coffee Regional Medical Center
06.2015 - 06.2016
Bilingual Program Associate/Health Technician
Southeast Health Department
01.2014 - 06.2016
Pharmacy Technician
Children's Hospital of Orange County
09.2007 - 05.2012
Graduate - Pharmacy Technician Program
American Career College
Bachelor of Science - Business Administration
Devry University
Similar Profiles
Thomas DevlinThomas Devlin
Call Center Quality Manager at Talent World GroupCall Center Quality Manager at Talent World Group
Emily NunneryEmily Nunnery
Call Center Representative - Remote Position at Talent World Group - CBC HealthCall Center Representative - Remote Position at Talent World Group - CBC Health
Braden MillsBraden Mills
Artist at Artistic Talent Group at Walt Disney WorldArtist at Artistic Talent Group at Walt Disney World