Jada Thomas
Greensboro,NC
Summary
Highly organized and results-driven professional with over 8 years of experience in customer service, pharmacy operations, and inside sales coordination. Proven ability to handle high-volume inquiries, manage complex orders, and resolve escalations efficiently. Adept at prescription data entry, secondary billing, and pharmacy operations, with a focus on ensuring patient satisfaction and regulatory compliance. Strong communicator with exceptional time management and problem-solving skills. Authorized to work in the US for any employer
Overview
9
9
years of professional experience
Work History
Pharmacy Technician
CAPSULE PHARMACY-Remote
06.2021 - 07.2024
- Managed high-volume inbound calls, chats, and emails, handling over 150+ daily inquiries with a 98% accuracy rate in data entry
- Entered and processed prescriptions in compliance with state regulations, ensuring quality assurance and minimizing errors by 15%
- Facilitated secondary billing processes and resolved 85% of third-party rejections through diligent troubleshooting and insurance verifications
- Collaborated with prescribers and patients to resolve drug contraindications and ensure optimal treatment plans, improving prescription fulfillment by 20%.
Inside Sales Coordinator
KeyMe-Remote
04.2020 - 06.2021
- Managed the post-booking process for 100+ locksmith service orders per week, reducing completion times by 10% through proactive issue resolution
- Successfully resolved 80% of escalations on the first contact, ensuring seamless communication between service professionals and customers
- Increased customer satisfaction scores by 15% through effective problem-solving and a personalized approach to service delivery
- Worked cross-functionally with Sales, Account Management, and Operations teams to optimize service workflows and increase conversions by 12%.
Customer Service representative/ Call center
Metro Honda-Jersey City, NJ
Jersey City
07.2019 - 05.2020
- Manage large amounts of inbound and outbound calls in a timely manner
- Follow communication "scripts" when handling different topics
- Identify customers' needs, clarify information, research every issue and provide solutions and/or alternatives
- Seize opportunities to upsell vehicles when they arise
- Build sustainable relationships and engage customers by taking the extra mile
- Keep records of all conversations in our call center database in a comprehensible way
- Frequently attend educational seminars to improve knowledge and performance level
- Meet personal/team qualitative and quantitative targets.
Merchandise Flow Supervisor
Victoria's Secret-New York, NY
New York
04.2017 - 05.2019
- Led a team of 10+ associates to process, organize, and maintain merchandise, improving stockroom efficiency by 25% through optimized workflows
- Oversaw floor-ready preparation of merchandise, reducing processing times by 15% while maintaining 100% compliance with brand standards
- Collaborated with the sales team to execute markdowns, re-ticketing, and stock adjustments, contributing to a 12% increase in overall sales during peak seasons
- Maintained detailed records of stock levels, enabling efficient replenishment and minimizing out-of-stock issues by 10%
- Provided hands-on support during high-traffic periods, ensuring customer satisfaction and achieving individual sales targets by upselling products
- Trained new team members on stockroom procedures and store policies, leading to a 20% reduction in onboarding time for new hires.
Watch Specialist
Fossil Inc-New York, NY
New York
11.2015 - 03.2017
- Handled 100+ inbound and outbound calls daily, consistently meeting or exceeding team targets for response time and customer satisfaction
- Implemented upselling strategies during vehicle inquiries, leading to a 10% increase in sales conversion
- Maintained comprehensive and accurate records of customer interactions, contributing to a 20% improvement in customer retention rates.
Education
High school or equivalent -
Middletown High School
Skills
Skills
Pharmacy & Healthcare Operations
- Prescription data entry & processing
- Pharmacy billing & insurance verification
- EMR systems & HIPAA compliance
- Medical terminology & patient outreach
- Regulatory reporting & quality assurance
Customer Service & Sales
- Inbound/outbound call management
- Customer relationship management
- Conflict resolution & escalation handling
- Upselling & cross-selling strategies
- Service performance monitoring
- Time management & organizational skills
Technical Skills
- Microsoft Office Suite (Word, Excel, PowerPoint)
- Data entry & documentation (typing speed: 75 WPM)
- CRM systems & multi-platform software usage
- Phone systems & communication tools (chat, email, video)
Communication & Interpersonal
- Verbal and written communication skills
- Active listening & problem-solving
- Team collaboration & leadership
- Training & mentoring new employees
- Adaptability to fast-paced environments
Timeline
Pharmacy Technician
CAPSULE PHARMACY-Remote
06.2021 - 07.2024
Inside Sales Coordinator
KeyMe-Remote
04.2020 - 06.2021
Customer Service representative/ Call center
Metro Honda-Jersey City, NJ
07.2019 - 05.2020
Merchandise Flow Supervisor
Victoria's Secret-New York, NY
04.2017 - 05.2019
Watch Specialist
Fossil Inc-New York, NY
11.2015 - 03.2017
High school or equivalent -
Middletown High School
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