Hi, I’m
Genny Morrow
Customer Experience Manager
Hodgenville,Ky
Summary
A versatile and professional candidate excelling in serving as the first point of contact for patients. Ensures a seamless experience through insurance verification, paperwork handling, and record preparation. Patient-oriented approach and expertise in MS Office systems and medical terminology deliver personalized service and ensure quality patient care. Proficient member of the pharmacy team, assisting pharmacists with prescription preparation and meeting customer needs. Strong focus on safety and organization, effectively coordinating with insurance providers, prescribers, and individuals to address any issues that may arise. Exceptional relationship-building and multitasking skills contributing to success in this role. Experience as a reliable Shift Leader in the food and retail industries has honed leadership skills, enabling effective communication of duties and tasks to the team. Dedicated to providing the highest standard of service, strives to create a warm and welcoming environment for valued customers.
Overview
4
years of professional experience
1
Certification
Work History
Five Below
Customer Experience Manager
10.2024 - Current
Job overview
- Managed escalated customer issues promptly, ensuring timely resolutions and maintaining positive relationships.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Conducted regular performance reviews with team members, fostering professional growth and development.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Developed new employees and on-going performance assessment of current employees.
- Cultivated a supportive team environment that encouraged open communication, collaboration, and continuous learning to drive exceptional performance outcomes.
- Performed duties and provided service in accordance with established operating procedures and company policies.
- Established performance and service goals and held associates accountable for individual performance.
- Analyzed sales trends to identify opportunities for upselling or cross-selling products, increasing revenue without sacrificing customer satisfaction.
- Developed personalized solutions for customers, resulting in increased loyalty and repeat business.
- Increased employee retention through effective training and mentorship.
- Partnered with business leaders to deliver services that support company objectives and consistent with corporate values.
- Analyzed customer journey maps to pinpoint friction points and implemented strategies to smooth customer experience.
- Championed customer-centric culture within company, leading by example and rewarding exceptional customer service behaviors.
- Managed diverse team of customer service representatives, fostering inclusive environment that valued different perspectives.
- Maintained a visually appealing, clean, and well-organized retail space to maximize customer experience.
- Collaborated with store manager to develop targeted sales goals and strategies for the retail team.
- Maintained several "worlds" inside of the business.
Taylor Regional Hospital
Unit Secretary/Monitor Tech
06.2024 - 10.2024
Job overview
- Responsibilities Include:
- Creating patients charts.
- Keeping a clean and organized work space.
- FIlling all paperwork in their designated areas in reverse-chronological order.
- Completing tasks the nurses and CNAs ask.
- Making calls for Surgeons, Doctors, Nurses, CNAs, Patients, etc.
- Watching and documenting the patient's EKG strips.
- Update any information that's new on the report sheet for the next shift and in the patient's chart.
- Keep track of admissions and discharges.
- Document code statuses, allergies, falls risks, etc.
- Assign monitors to the patients who are in need and set them up in the computer.
- Prepare all paperwork; such as, consents, code changes, transfers, death certificate paperwork, etc.
- Faxing paperwork to the correct receiver, when needed.
- Preparing anything needed for the next shift.
McDonalds
Shift Leader/Department Head
06.2021 - 06.2024
Job overview
- Responsibilities Include:
- Shift Leader: Ensuring each Crew Member had a position for each hour of their shift 24 hours in advance. Ensuring each Crew Member had a minimum of 1 "go home job" for the end of their shift. Maintaining the crew Obtaining extra crew members or relieving crew members for each shift, if needed. Doing shift checks that included checking the cleanliness of the entire property before stepping on the floor, checking expiration times on everything in the store, making sure everything is in proper working condition, everything needed for a shift is stocked, etc. Beginning and Ending the business day, counting the tills and safe, as well as maintaining inventory.
- Department Head: Ensuring all aspects of your department are up to date and the crew are filled in on the information regarding; such as promotions, new rewards, deals being oered (ex: $5 meal deal), etc.. Putting up signs for any of the promotions/deals/new items, etc. Keeping up with sales, future sales predictions, customers comments/feelings, and the information around the department. Communicating with other department heads about the status of yours, theirs, and any suggestions in monthly meetings.
- Crew Leader: Assist the shift leader in the weaker areas of the store/where they need you. Train the crew on all areas of the store, find their strengths and weaknesses, and report their progress in bi-weekly meetings.
Walgreens
Pharmacy Technician
10.2022
Job overview
- Responsibilities Include:
- Quickly and eectively filling/mixing prescriptions.
- Selling prescriptions to customers in a timely manner.
- Organizing the pharmacy to create easier access.
- Calling patients regarding their medications.
- Calling doctors, insurance, etc about prescription problems.
- Completing inventory.
- Keeping the pharmacy clean and stocked.
- Opening and closing the pharmacy.
- Routinely recertifying for your Pharmacy Technician License.
- Keeping up to date with information regarding the pharmacy/pharmacy technician job.
Education
Elizabethtown Community And Technical College
No Degree
05.2026
Larue County High School
High School Diploma
05.2022
Skills
- Proficient in Micrsoft and MediTech
- Workflow Optimization
- Goal-Oriented
- Data entry proficiency
- Customer Relationship Management
- Complaint resolution
- Customer Service
- Service expertise
- Problem-solving
- Verbal and written communication
- Team collaboration
- Retail operations
Certification
BLS Certification
Languages
English
Work Preference
Work Type
Full TimeWork Location
On-SiteRemoteImportant To Me
Flexible work hoursWork-life balanceTimeline
Customer Experience Manager
Five Below
10.2024 - Current
Unit Secretary/Monitor Tech
Taylor Regional Hospital
06.2024 - 10.2024
Pharmacy Technician
Walgreens
10.2022
Shift Leader/Department Head
McDonalds
06.2021 - 06.2024
Larue County High School
High School Diploma
Elizabethtown Community And Technical College
No Degree
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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