Jennifer Mata
Houston,TX
Summary
Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Pharmacy Service Representative
Continuum
Houston, TX
10.2024 - Current
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Processed incoming and outgoing calls regarding prescription refills, adverse reactions to medications, or medical problems related to drugs.
- Researched drug information by consulting references such as the Physicians' Desk Reference and other sources.
- Executed daily operations within the pharmacy department according to established protocols.
- Updated system with order specifics and customer details, preferences, and billing information.
- Participated in pharmacy staff meetings to stay informed on new policies, medications, and procedures.
- Answered customer questions and referred to pharmacist for medication information.
- Verified written prescription and refill requests to confirm complete and accurate information for pharmacists.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Operated pharmacy computer systems to input customer data and process payments.
- Ensured compliance with HIPAA regulations pertaining to patient privacy rights.
- Provided excellent customer service to patients and healthcare providers while answering inquiries, resolving complaints, and processing orders.
- Verified customer information and prescriptions for accuracy before processing sales.
- Handled phone inquiries, providing information on store hours, services, and prescription status.
- Collaborated with pharmacy technicians to streamline workflow and improve service delivery.
- Facilitated communication between pharmacists and customers when specific pharmaceutical advice was required.
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
- Strengthened customer retention by offering discount options.
Professional Research Consultant
PRC
Omaha, NE
02.2024 - Current
- Performed quality assurance checks on all collected data prior to analysis.
- Conducted in-depth research and analysis of external market trends and internal organization performance to identify areas of improvement.
- Identified potential sources of data through literature reviews or other resources.
- Created comprehensive reports summarizing findings, outlining recommendations, and providing actionable insights to stakeholders.
Senior Advisor at Apple Technician
Conduent
05.2019 - 10.2023
- Provide technical support and troubleshooting for Apple products and services
- Resolved complex customer concerns and escalated issues to appropriate departments
- Mentor and coach team members through quarterly performance evaluations
- Lead a team of technical support representatives in ensuring quality and performance standards were maintained and communicate expectations
- Managed customer complaints with professionalism and empathy.
Amazon Fulfillment Associate
Packer / Shipper
08.2018 - 04.2019
- Operated warehouse equipment and tools in a safe and efficient manner daily
- Ensure shipment orders are selected, packed, and shipped according to Amazon's guidelines and procedures
- Ensure the accuracy and serviceability of the products for customer orders
- Worked as a team player and maintained a positive attitude.
Kroger
Department Supervisor
05.2015 - 08.2018
- Supervised store operations and staff to ensure compliance with regulations and policies
- Managed overnight shifts, ensuring store operations were ready for the next day
- Performed end of shift bookkeeping and cash audits
- Creating shift schedules and trained new employees.
Education
Sanford Brown Institute / Medical Assistant -
Sanford Brown Institute
Houston, TX01.2009
High School Diploma -
Reagan High School
Houston, TX05-2008
Skills
- Troubleshooting
- Medical Office Experience
- MS Suite Experience
- Customer Service
- Phlebotomy (8 yrs)
- Vital Sign
- Data Entry
- Medical Office Experience (8 yrs)
- Telecommunication
- Office Administration
- Verbal and Written Communication
- Multitask
- Relationship Building
- Career Planning
- Data Interpretation
- Client Engagement
- Research abilities
- Strategic Planning
- Compliance requirements
- Training and mentoring
- Relationship building and management
- Cash Handling
- Sales expertise
- Organizational Development
- Business Development
- Policy analysis
- Data Analytics
- Presentations and public speaking
- Medication dispensing
- Insurance verification
- Prescription processing
- HIPAA regulations
- Pharmacy terminology
- Telephone etiquette
- Prescription processing assistance
- Quality assurance
- Prescription fulfillment
Certification
- Medical Assistant, 05/01/09, Present
- Conflict Resolution, 11/01/23
References
References available upon request.
Timeline
Pharmacy Service Representative
Continuum
10.2024 - Current
Professional Research Consultant
PRC
02.2024 - Current
Senior Advisor at Apple Technician
Conduent
05.2019 - 10.2023
Amazon Fulfillment Associate
Packer / Shipper
08.2018 - 04.2019
Kroger
Department Supervisor
05.2015 - 08.2018
Sanford Brown Institute / Medical Assistant -
Sanford Brown Institute
High School Diploma -
Reagan High School
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