Felicia Davenport
Cincinnati,OH
Summary
Dedicated professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
8
8
years of professional experience
Work History
Nationally Certified Pharmacy Technician
Genoa Healthcare
Cincinnati, Ohio
02.2020 - Current
- Assisted pharmacist by filling prescriptions for customers and responding to patient questions regarding prescription and medication-specific issues.
- Maintained proper drug storage procedures, registries, and records for controlled drugs.
- Verified patient data and billing information to discover and resolve erroneous bills due to system errors.
- Solved customer problems in-person or over telephone by providing assistance with placing orders, navigating systems and locating items.
- Reviewed and verified customer information and insurance provider information.
- Stocked, labeled and inventoried medication to keep accurate records.
- Assisted with filling over 200 prescriptions per day
Customer Retention Specialist
Genoa Healthcare
Cincinnati, Ohio
07.2018 - 01.2020
- Promptly responded to inquiries and requests from prospective customers.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time and productivity.
- Trained new personnel regarding company operations, policies and services.
- Met metrix by 90% each month
Customer Service Representative
RDI Marketing
Cincinnati, Ohio
12.2016 - 07.2018
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Met customer call guidelines for service levels (60 calls/hr), handle time and productivity.
Customer Service/Sales Representative
1A LifeSafer, Inc.
Cincinnati, Ohio
08.2013 - 10.2016
- Showcased product features to customers and discussed technical details to overcome objections and lock in sales.
- Closed 45% of sales each 14 day period
- Followed up with customers after completed sales to assess satisfaction and resolve technical or service concerns.
- Answered and directed calls to manage customer accounts, respond to service queries and cancel accounts.
- Delivered superior customer service to retain existing customers and attract future customers.
- Addressed multiple industry issues and provided client support.
Education
No Degree - Pharmacy Technology
Genoa University
Online03.2020
Associate of Arts - Culinary Arts
The Cooking & Hospitality Institute of Chicago
Chicago, IL06.1995
GED -
Mt. Healthy High School
Cincinnati, OH02.1984
Skills
- Recordkeeping and Documentation
- Dispensing Medications
- Relationship Building
- Patient Profile Setup
- Prescription Refill Fulfillment
- Prescription Filling and Labeling
- Data Entry
- Verbal and Written Communication
- Payment Processing
- Cash Register Operations
- Customer Service
- Customer Identification Checks
- Confidentiality Practices
Accomplishments
LEAD AND MANAGED a workforce of over 20+ that serviced a customer-base of over one million customers
FIVE STAR CUSTOMER SERVICE RATING AWARD-Championed customer service of a high standard-professional level
Timeline
Nationally Certified Pharmacy Technician
Genoa Healthcare
02.2020 - Current
Customer Retention Specialist
Genoa Healthcare
07.2018 - 01.2020
Customer Service Representative
RDI Marketing
12.2016 - 07.2018
Customer Service/Sales Representative
1A LifeSafer, Inc.
08.2013 - 10.2016
No Degree - Pharmacy Technology
Genoa University
Associate of Arts - Culinary Arts
The Cooking & Hospitality Institute of Chicago
GED -
Mt. Healthy High School