Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Irum Kotaiche

Beaverton

Summary

Dynamic Customer Support Supervisor and Pharmacy Technician with over 20 years of Pharmacy Experience (in retail, hospital in/out-patient settings and long-term care experience) adept at training and motivating teams to enhance service quality. Nationally Certified Pharmacy Technician skilled in policy enforcement and process improvement, successfully reducing turnover and boosting productivity through effective coaching and a positive work environment. Highly educated in national and state pharmacy rules and guidelines as well as all medications and categories.

Overview

18
18
years of professional experience
1
1
Certification

Work History

Customer Support Supervisor

Consonus Pharmacy
03.2017 - Current
  • Supervising a team of 35 plus customer support agents ranging from the West Coast to the Midwest, providing guidance and ensuring high quality customer service, while adhering to strict pharmacy regulations that are state specific.
  • Collaborated with other departments on initiatives aimed at enhancing overall customer experience across all touchpoints within the company.
  • Reduced employee turnover by creating a positive work environment that encouraged growth and development.
  • Identified opportunities for process improvements, implementing changes that led to increased productivity within the team.
  • Facilitated regular meetings with other supervisors to share best practices and discuss ongoing challenges faced by the customer support department.
  • Enhanced team performance by conducting regular training sessions and offering constructive feedback.
  • Analyzed customer feedback to identify areas for improvement.
  • Established clear expectations for the team regarding performance metrics, holding them accountable for meeting established goals while rewarding exceptional achievements accordingly.
  • Monitored employees' productivity, accuracy and adherence to defined processes by using dashboards and other reporting tools to enable proactive action on delays compromising customer care.

Pharmacy Technician

Alliance Pharmacy
06.2010 - 06.2015
  • Safely and accurately prepared and dispensed all medications and sterile products including compounding prescriptions using proper techniques.
  • Answered incoming phone calls and addressed questions from customers and healthcare providers.
  • Ensured medication orders were complete and transcribed accurately before keying them as prescriptions into computer system (EPIC) for pharmacist check.
  • Stocked, labeled, and inventoried medication to keep accurate records. including repackaging into unit-dose and blister heat sealed machines both manually and with Pyxis machines.
  • Enhanced pharmacy workflow by assisting pharmacists with medication dispensing, labeling, and packaging.
  • Calculated dosage, filled prescriptions, and prepared prescription labels with absolute accuracy.

Pharmacy Technician

Kaiser Permanente
06.2007 - 06.2010
  • Answered incoming phone calls and addressed questions from customers and healthcare providers.
  • Stocked, labeled, and inventoried medication to keep accurate records.
  • Promoted patient confidentiality by adhering to HIPAA regulations when handling personal information during transactions.
  • Solved customer problems in-person or over telephone by providing assistance with placing orders, navigating systems, and locating items.
  • Counted and labeled prescriptions with correct item and quantity.
  • Assisted in maintaining a clean and organized work environment, ensuring compliance with safety regulations.
  • Under pharmacist supervision, did weekly inventory count of all Control Medications.
  • After being promoted to Pharmacy Insurance Benefits Champion, participated in monthly meetings learning about policy changes, Medicare and general state and Kaiser insurance changes (bringing back to educate my team).

Education

No Degree - General Studies

University of Chicago
Chicago, IL
06-2004

Skills

  • Reliable and self-motivated
  • Nationally Certified Pharmacy Technician
  • Training and coaching
  • Staff motivation and positive demeanor
  • Policy enforcement
  • Delegation and prioritization
  • Task organization and self-accountability
  • Provides Superior Customer Service

Certification

Certified Oregon Pharmacy Technician CPT-00111333

Timeline

Customer Support Supervisor

Consonus Pharmacy
03.2017 - Current

Pharmacy Technician

Alliance Pharmacy
06.2010 - 06.2015

Pharmacy Technician

Kaiser Permanente
06.2007 - 06.2010

No Degree - General Studies

University of Chicago

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