Ersilja Qosja
Columbus
Summary
Dynamic Operations Manager with a strong track record in customer service and team leadership at CVS Pharmacy. Expertise in project management and conflict resolution has led to enhanced operational efficiency and improved employee performance. Demonstrated ability to drive high productivity and maintain exceptional customer satisfaction. Dedicated to fostering continuous improvement and ensuring quality assurance in fast-paced environments.
Overview
19
19
years of professional experience
Work History
Operations Manager
CVS Pharmacy
Dublin
02.2023 - Current
- Resolved customer complaints in a timely manner while ensuring customer satisfaction remains at optimal levels.
- Delegated work to staff, setting priorities and goals.
- Reviewed completed work to verify consistency, quality, and conformance.
- Coached, mentored and trained team members in order to improve their job performance.
- Resolved conflicts between employees by providing guidance on company policies and procedures.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Led a team of 10 employees, ensuring high productivity, and excellent customer service.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Oversaw daily operations, maintaining efficiency and quality standards.
Care Concierge
CVS Pharmacy/Minute Clinic
Dublin
11.2020 - 01.2023
- Educated patients, caregivers, and families on diagnoses, treatment options such as sleep apnea, high blood pressure, eye conditions, immunizations and durable medical equipment.
- Scheduling appointments for new patients, collecting payments.
- Ensuring patients were compliant with maintaining and using sleep apnea equipment.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Worked with Nurse Practitioners LNP to identify and develop process improvements.
- Answered patient and family questions to educate on optimal treatment procedures.
- Maintained updated knowledge through continuing education.
Assistant Manager
Walgreen's Pharmacy
Powell
05.2020 - 10.2020
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Established processes for monitoring customer satisfaction levels.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Supervised daily operations including scheduling shifts, assigning duties.
- Recruited and trained new employees to meet job requirements.
- Communicated regularly with customers to gain insights into their needs.
Shift Supervisor
CVS Pharmacy
Dublin
11.2017 - 05.2020
- Directed and supervised a team of 12 employees in daily operations.
- Resolved customer complaints and issues promptly, ensuring customer satisfaction and loyalty.
- Trained new employees on company policies, job duties, and performance expectations.
- Monitored employee attendance, addressing any punctuality or absenteeism issues.
- Ensured compliance with workplace safety regulations by providing training sessions for all staff members.
- Checked orders for quality and completeness.
- Operated cash registers and balanced cash drawers to ensure accuracy in transactions.
Office Manager
OSHEE Albania
Elbasan
04.2013 - 07.2017
- Answered phone calls, responded to emails, routed mail and coordinated courier services.
- Coordinated office activities and operations to secure efficiency and compliance with company policies.
- Completed routine maintenance and repair.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
- Managed inventory and supplies to ensure materials were available when needed.
Social Worker
Another Vision
Elbasan
03.2011 - 03.2013
- Developed individualized service plans with clients to address their identified goals.
- Participated in court proceedings related to cases involving children or vulnerable adults.
- Performed psychosocial assessments and documented casework.
- Maintained accurate records of client progress and interactions according to agency standards.
- Coordinated referrals to outside agencies for additional services such as substance abuse programs or vocational training.
- Conducted assessments of client needs, strengths, and resources to develop treatment plans.
- Implemented social service interventions to achieve treatment goals and address client needs.
- Encouraged and motivated clients to develop new coping mechanisms and techniques to drive behavior modification.
- Assessed safety risks for children living at home or in foster care settings.
Social Worker
Home of Hope - Albania
Elbasan
06.2006 - 01.2011
- Assessed children's needs and developed treatment plans accordingly.
- Implemented and formulated tailored treatment plans with needs evaluation and patient psychosocial functioning.
- Collaborated with multidisciplinary team of mental health case managers and disability workers.
- Collaborated with family members to provide comprehensive support services to clients.
- Engaged with schools and other educational institutions on behalf of students who are struggling academically or socially due to life circumstances.
- Visited clients at residences to assist courts with custody decisions and conduct home study assessments.
- Assessed safety risks for children living at home or in foster care settings.
Education
Bachelor of Science - Social Work
Aleksander Xhuvani University
Elbasan, Albania04-2011
Bachelor of Science - Social Work
Aleksander Xhuvani
Elbasan,Albania09-2004
Skills
- Project management
- Process improvement
- Customer service
- Inventory management
- Conflict resolution
- Team leadership
- Quality assurance
- Scheduling
- Employee training
- Performance management
Languages
English
Professional
Albanian
Professional
Italian
Limited
Timeline
Operations Manager
CVS Pharmacy
02.2023 - Current
Care Concierge
CVS Pharmacy/Minute Clinic
11.2020 - 01.2023
Assistant Manager
Walgreen's Pharmacy
05.2020 - 10.2020
Shift Supervisor
CVS Pharmacy
11.2017 - 05.2020
Office Manager
OSHEE Albania
04.2013 - 07.2017
Social Worker
Another Vision
03.2011 - 03.2013
Social Worker
Home of Hope - Albania
06.2006 - 01.2011
Bachelor of Science - Social Work
Aleksander Xhuvani University
Bachelor of Science - Social Work
Aleksander Xhuvani
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