Joseph Serrano
Winter Haven,FL
Summary
Personable and dedicated Customer Service Representative with extensive experience in Pharmacy 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
5
5
years of professional experience
Work History
Food & Beverage Expert
Target
Davenport, FL
03.2024 - Current
- Knowledge of guest service fundamentals and experience building a guest first culture in food & beverage
- Ability to provide guests with information around when to purchase items and in what quantity, as well as storage tips
- Experience in Food & Beverage business fundamentals; department sales trends, inventory, quality and freshness management, guest shopping patterns and pricing and promotions strategies
- Knowledge in food seasonality, freshness and quality, food safety standards and routines, and merchandising
- Deliver an exceptional guest experience, providing a fresh and full shopping experience during all hours of operations, prioritizing the guest’s needs over task.
- Uphold and maintain the execution of the Food and Beverage Standards.
- Understand how operational procedures impact shortage and profitability.
- Execute food and beverage processes including food deliveries, replenishment, pulls, stocking, zoning, instocks routines, data accuracy, culling, rotation, QMOS and backstock.
- Execute fast-mover inventory by proactively adding and removing items as seasonality, ad, transitions and demand require.
- Use sampling and suggestive selling to promote products and increase sales.
- Partner with vendors to proactively set and maintain vendor plannograms, transitions and backroom space.
- Ensure accurate in-stocks by placing store-initiated orders with vendors according to best practices.
- Execute all federal, state and local adult beverage laws as they apply to Target and protect the store’s liquor license.
- Provide service and a shopping experience that meets the needs of the guest.
Pharmacy Service Representative
CVS Specialty Pharmacy
Orlando, FL
06.2020 - 01.2024
- Facilitated communications between healthcare providers and pharmacists to meet customers' needs.
- Processed prescription orders with high accuracy to minimize inventory discrepancies and protect customers.
- Operated POS system and terminals to complete customer orders and update accounts.
- Compiled data on pharmacy operations and created regular reports for management analysis.
- Answered customer questions and referred to pharmacist for medication information.
- Processed credit card, EBT and cash payments with electronic computer system.
- Verified written prescription and refill requests to confirm complete and accurate information for pharmacists.
- Implemented company asset protection procedures to minimize profit loss.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Updated databases with new and modified customer data.
- Conferred with customers by telephone or in person to provide information about products or services and take orders.
- Collected deposits or payments and arranged for billing.
- Referred unresolved customer grievances to designated departments for further investigation.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Reached out to customers after completed sales to suggest additional service or product purchases.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Provided advanced knowledge of specialty departments (Austedo, Ingrezza, Xenazine, and Xiaflex).
Front Service Clerk
Publix Supermarkets Store
Kissimmee, FL
06.2019 - 05.2020
- Welcomed large volume of guests and improved overall customer service.
- Answered customer questions to maintain high satisfaction levels.
- Delivered exceptional service by greeting customers, taking orders and filling each accurately.
- Responded effectively to customer questions and inquiries and provided information regarding products.
- Resolved customers' complaints regarding products or services.
- Informed regular customers of new products or services and price changes.
- Delivered updated and accurate information in response to guest inquiries.
- Managed customer complaints and rectified issues to complete satisfaction.
Education
High School Diploma -
Professional And Technical High School
Kissimmee, FL05.2020
Pharmacy Technician Certificate -
Osceola Technical College
Kissimmee, FL05.2020
Associate of Arts -
Polk State College
Winter Haven, FLSkills
- HIPAA Regulations
- Telephone Etiquette
- Quality Assurance
- Needs Assessment
- Inventory Management
- Call Documentation
- Order Processing
- Regulatory Compliance
- De-Escalation Techniques
- Customer Service
- Microsoft Office Expertise
- Account Management
- Customer Data Confidentiality
- Product Knowledge
- Calm Under Pressure
- Policies and Procedures Adherence
- Medical Terminology Knowledge
- Customer Relations
- Complaint Investigation
- Call Center Operations
Languages
English
Native/ Bilingual
Spanish
Professional
Timeline
Food & Beverage Expert
Target
03.2024 - Current
Pharmacy Service Representative
CVS Specialty Pharmacy
06.2020 - 01.2024
Front Service Clerk
Publix Supermarkets Store
06.2019 - 05.2020
High School Diploma -
Professional And Technical High School
Pharmacy Technician Certificate -
Osceola Technical College
Associate of Arts -
Polk State College