Felecia N. Tate
Las Vegas,NV
Summary
Highly motivated and enthusiastic professional, able to graciously handle and resolve challenging client issues. Driven to consistently deliver exceptional company support. Seeking a position where I can apply my outgoing personality, interpersonal skills, knowledge and experience to achieve maximum results.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Customer Care Representative
CVS Caremark
Las Vegas, Nevada
09.2021 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Described product highlights and benefits to help guide purchasing decisions.
- Achieved long-term business objectives by analyzing customer feedback for process improvements.
- Resolved concerns with products or services to help with retention and drive sales
Fundraiser Specialist - Lead
LuLaRoe
Corona, CA
11.2016 - 04.2020
- Created policy and developed informative documents for internal and field education.
- Developed team communications and information for department meetings
- Quality Assurance
- Worked with IT/System Support to understand requirements and provide exceptional Retailer/Customer service
- Supervise/Trained four Fundraiser Specialists in providing excellent customer service to callers requiring assistance for Fundraiser set-up and system issues
- Works in and with accounting department to ensure accuracy of donations and proper check disbursement
- Cross reference Fundraising Google documents with Netsuit and Bill.com to promote accurate record keeping and accounting
- Developed and implemented marketing campaigns targeting donors.
- Increased customer satisfaction by resolving system restrains and program limitation issues.
- Resolved conflicts and negotiated mutually beneficial agreements between parties.
- Managed quality assurance program, including on-site evaluations, internal audits and customer surveys.
- Handled up to 60 calls per day to address customer inquiries and concerns.
Pharmacy Technician
CVS
Eastvale, CA
10.2017 - 05.2019
- Performed various pharmacy operational activities with strong commitment to accuracy, efficiency and service quality
- Restocked pharmacy shelves with current merchandise to drive consistent peripheral sales
- Helped pharmacist clear problematic prescriptions and address customer questions to keep pharmacy efficient
- Set up and modified patient profiles in system to include current information such as medications and insurance details
- Calculated dosage, filled prescriptions and prepared prescription labels with absolute accuracy
- Resolved non-routine issues like third party billing, computer system and customer service issues
- Verified patient data and billing information to discover and resolve erroneous bills due to system errors
- Assisted patients in minimizing medical expenses by recommending generic alternative prescription medications
- Solved customer problems in-person or over telephone by providing assistance with placing orders, navigating systems and locating items
- Coordinated verification and filling of more than 200 daily prescriptions in high-volume retail pharmacy environment
- Stocked, labeled and inventoried medication to keep accurate records
- Consulted with insurance company representatives to complete claims processing, resolve concerns and reconcile payments
- Processed incoming drug orders
- Answered incoming phone calls and addressed questions from customers and healthcare providers
Senior Certified Pharmacy Technician
Walgreens
Garden Grove, CA
04.2002 - 06.2008
- Training of new Pharmacy Technician hires
- Scheduling and delegation of duties amongst 5 technicians
- Advocated for patient compliance with medication guidelines
- Answered patient questions and troubleshoot prescription issues
- Verified patient data and billing information to discover and resolve erroneous bills due to system errors
- Calculated dosage, filled prescriptions and prepared prescription labels with absolute accuracy
- Set up and modified patient profiles in to include current information such as medications and insurance details
- Reduced supply shortages by carefully monitoring inventory and submitting replenishment orders before depletion
- Resolved non-routine issues like third party billing, computer system and customer service issues
- Stocked, labeled and inventoried medication to keep accurate records
- Welcomed customers to pharmacy and answered questions relating to prescriptions and over-the-counter products
- Assisted patients in minimizing medical expenses by recommending generic alternative prescription medications
- Coordinated with physicians and insurance agency representatives for speedy resolution of prescription discrepancies
- Monitored ordering of pharmacy medication stock to maintain streamlined inventory and low overhead
- Recruited, trained and guided several Pharmacy Technicians which improved overall performance
- Managed opening and closing duties for pharmacy, such as register counts and system updates
Education
Nutrition
Norco College
Norco, CAGeneral Education
Orange Coast College
Costa Mesa, CAHigh School Diploma -
Artesia High School
Lakewood, CA06.1997
Skills
- Insurance Billing
- Customer service
- New hire training/management
- Skilled in Microsoft Office
- Progress evaluations
- Status reports maintenance
- Interpersonal and written communication
- Leadership
- Strategic Development
- 501c3 Research
- Documentation and reporting
- Process analysis
- Relationship development
- Develop Training Materials
- Medicare and Medicaid process
Volunteer Work
Golden State Minority Foundation - 2014 to 2016
I was appointed Volunteer Program Director at the foundation, which entailed event planning, coordinating with foundation leaders and staff for program developement. I also worked with the youth in mentoring programs and planned awards/scholarship ceremonies.
Certification
- Licensed Pharmacy Technician - California TCH 180793
Timeline
Customer Care Representative
CVS Caremark
09.2021 - Current
Pharmacy Technician
CVS
10.2017 - 05.2019
Fundraiser Specialist - Lead
LuLaRoe
11.2016 - 04.2020
Senior Certified Pharmacy Technician
Walgreens
04.2002 - 06.2008
Nutrition
Norco College
General Education
Orange Coast College
High School Diploma -
Artesia High School
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