Jasmine Toomer
Dallas,Texas
Summary
To pursue an opportunity that will allow me to utilize my managerial skills to add value, support and achieve
company goals and objectives!
Overview
2
2
years of professional experience
1
1
Certification
Work History
Team Leader Supervisor
Wal-Mart Pharmacy #2625
Carrollton, TX
04.2023 - Current
- Coordinated team activities and delegated tasks to ensure efficient completion of projects.
- Monitored daily workflow to ensure adherence to established policies and procedures.
- Established clear expectations for employees, providing guidance when needed.
- Held weekly staff meetings to review project updates, discuss issues, and brainstorm solutions.
- Reviewed customer service surveys and implemented strategies to improve customer satisfaction ratings.
- Analyzed data from various sources to identify areas of improvement in the department's operations.
- Maintained a positive work environment that promoted collaboration between team members.
- Resolved customer complaints in an effective manner while maintaining a high level of customer service.
- Collaborated with other departments to ensure alignment of goals across teams.
- Maintained positive working relationship with fellow staff and management.
- Identified needs of customers promptly and efficiently.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Monitored operations and reviewed records and metrics to understand company performance.
- Organized daily & weekly huddle meetings to provide necessary updates.
- Determined consumer needs to provide products and services appealing to retain their business
- Directed and supervised team of 12 employees & contract workers in daily operations.
- Responded to employee concerns or complaints by coordinating with human resources team to solve issues.
Escalation Specialist
Wal-Mart Pharmacy #2625
Carrollton, TX
01.2023 - 04.2023
- Provided technical support to customers with escalated issues.
- Researched, analyzed, and resolved complex customer inquiries.
- Investigated customer complaints and identified root cause of the issue.
- Developed solutions to improve customer service experience.
- Documented detailed reports of all escalations and resolutions.
- Conducted follow-up calls with customers to ensure satisfactory resolutions were achieved.
- Maintained a high level of quality assurance throughout the escalation process.
- Managed multiple customer accounts simultaneously while providing superior service.
- Worked closely with other teams to identify trends in escalated cases.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Updated databases with new and modified customer data.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Monitored ongoing escalations for resolution progress.
- Assisted in training new escalation specialists on procedures and processes.
- Analyzed data related to customer escalations and developed strategies for efficient resolution.
Resolution Specialist
Wal-Mart Pharmacy
Carrollton, TX
04.2022 - 01.2023
- Assisted patients with inquiries and complaints, providing timely resolution to patients issues.
- Coordinated patient care services with Technicians & the Pharmacist to ensure quality and timely delivery of care.
- Provided ongoing communication with patients, families, and other healthcare providers regarding treatment plans and progress.
- Maintained accurate records of all patient care activities using electronic health record systems.
- Assisted pharmacists in performing various procedures related to patient care needs.
- Ensured that all necessary documentation was completed accurately and submitted in a timely manner.
- Followed up with patients after they called the facility to ensure they were receiving adequate post-care support.
- Processed patient intake information and updated medical records prior to treatment.
- Completed insurance verifications and claim forms for patient intake and processing.
- Troubleshot and resolved complex customer service issues to enhance patient and family experience.
- Established strong work network by building professional relationships with physicians and fellow employees.
- Explained policies, procedures and services to patients.
- Obtained informed consent and payment documentation from patients and filed in system.
- Cultivated positive relationships with patients to help facility meet satisfaction scores and patients obtain best possible care.
Education
Master of Science - Child Life
Texas Woman's University
trueBachelor of Arts - Psychology
Grambling State University
Grambling, LA12.2000
Skills
- Exceptional organizational skills
- Excellent communication skills
- Proven team leader
- Complex problem solver
- Relationship Building and Management
- Operations Management
- Resource Allocation
- Quality Assurance
- Staff Development
- Problem Resolution
- Active Listening
- Analytical and Critical Thinking
- Customer Service
- Process Improvement
- Staff Management
- Team Development
- Performance Management
- Cross-Functional Collaboration
- Customer Relationship Management
- Training and Mentoring
- Customer Relations
- Customer Rapport
- Meeting Facilitation
- Staff Supervision
- Employee Engagement
- Team Motivation
- Compliance Understanding
Accomplishments
- Achieved "Above & Beyond" Recognition for Outstanding Customer Service in the year 2022
- 2023 Shareholder Recipient: Chosen to represent my Facility @ The 2023 Associate Week & Shareholders Celebration
Affiliations
- Co-Lead a Small Life Group @ One Community Church
Certification
- Registered Technician Trainee with The Texas State Board of Pharmacy
- Director's Credentials with The Department of Children & Family Services
References
References available upon request.
Timeline
Team Leader Supervisor
Wal-Mart Pharmacy #2625
04.2023 - Current
Escalation Specialist
Wal-Mart Pharmacy #2625
01.2023 - 04.2023
Resolution Specialist
Wal-Mart Pharmacy
04.2022 - 01.2023
Master of Science - Child Life
Texas Woman's University
Bachelor of Arts - Psychology
Grambling State University