Kassandra Zambrano
San Juan
Summary
Dependable Customer Service Professional experienced in delivering exceptional support and fostering client relationships. Contributed to operational efficiency through strong organizational skills and effective communication in both English and Spanish. Committed to continuous learning and dedicated to enhancing customer satisfaction and overall company success.
Overview
18
18
years of professional experience
2
2
years of post-secondary education
Work History
Pharmacy Service Representative
Teleperformance USA
Pharr
05.2023 - Current
- Assisted customers with medication inquiries and provided accurate prescription details to enhance understanding.
- Processed prescription orders using pharmacy management software.
- Coordinated with healthcare professionals to ensure accurate medication dispensing.
- Provided excellent customer service to patients and healthcare providers while answering inquiries, resolving complaints, and processing orders.
- Resolved customer complaints efficiently, improving overall satisfaction and trust in pharmacy services.
- Assisted pharmacists in filling prescriptions accurately and efficiently.
- Facilitated communication between healthcare providers and pharmacists to ensure timely and accurate medication delivery.
- Processed incoming and outgoing calls regarding prescription refills, adverse reactions to medications, or medical problems related to drugs.
- Analyzed customer needs based on interactions through phone or email correspondence.
- Managed patient records and updated information in the system regularly.
- Collaborated with team members to streamline pharmacy operations.
- Maintained inventory levels and ordered supplies.
- Ensured compliance with HIPAA regulations regarding privacy of patient information.
- Collaborated with other members of the health care team concerning patient care plans.
- Created reports summarizing sales metrics on different types of medications.
- Researched drug information by consulting references such as the Physicians' Desk Reference and other sources.
- Communicated with pharmaceutical suppliers regarding product availability and pricing.
- Processed credit card, EBT and cash payments with electronic computer system.
Administrative Assistant
Atento - BBVA Compass Bank
Pharr
09.2014 - 10.2022
- Here at this call center for BBVA compass bank I would help each customer individually by answering their calls and questions regarding the different products that the bank has to offer, debit card problems, checking account information, change of address, adding and deleting accounts, giving call backs.
- I also assisted them with payment options, credit card information, decline issues, and statement information.
- Promoted to Administrative Assistant after one year with the company.
- My responsibilities changed significantly as I transitioned to a new role.
- Reached out to branch representatives daily to assist clients face-to-face through email and telephone.
- My duties were to process limit increase requests, address changes, FedEx cards with the correct and verified procedures.
- Assisted in the preparation of financial documents and reports.
- Maintained filing systems and ensured document accuracy and organization.
- Communicated with clients and stakeholders to address inquiries promptly.
- Answered phone calls and emails to provide information, resulting in effective business correspondence.
- Handled confidential documents in an organized fashion according to established protocol.
- Composed letters, memos, reports, emails, and presentations for management staff.
Receptionist for Foster Care Association
Foster Parent Association
02.2008 - 11.2013
- In which I would help her in several ways, I was to contact foster parents around the Rio Grande Valley to advise them of meetings, classes, and CPR training.
- Managed incoming calls, directing inquiries to appropriate staff members.
- Called church locations and game centers to secure sponsorships and participation in events for children and foster parents, enhancing local support.
- I would do a lot of my mom's office work: fax, emails, scan documents, etc.
- Welcomed visitors and families at the front desk with a friendly demeanor.
- Received and processed incoming calls, ensuring inquiries reached the right personnel.
- Systematized and updated office files to enhance quick access to information.
- Coordinated and scheduled appointments for family consultations and meetings with agency staff.
- Facilitated communication between foster parents and agency staff to ensure effective collaboration.
Customer Service Representative and Cashier
Morelos Super Market
Alamo
01.2011 - 08.2013
- In working with Morelos Meat Market and restaurant, I would accurately and politely ring up customers' items while ensuring they got all the help and items they were looking for.
- Greeted customers upon entering the store.
- Ensured the cash register balance was accurate.
- Updated price tags and organized the department.
- Served customers during busy periods to ensure excellent service.
Customer Service and Cashier
Whataburger
Pharr
05.2009 - 01.2011
- Managed fast-paced environment by multitasking effectively.
- You must be doing several things at the same time. I would take customer orders and charge them, providing them with the correct change.
- Facilitated drive-thru orders by managing the kitchen area and keeping it organized.
- It was a very fast work experience and I took a lot of customer service education from working there everywhere I go.
Education
1 Year - Education Administration
South Texas College
08.2012 - 11.2014
High school graduate -
PSJA Memorial High school
Skills
- Prescription management
- Medication oversight
- Pharmacy systems proficiency
- Pharmacy systems
- Regulatory compliance
- HIPAA compliance
- Prescription dispensing
- Insurance processing
- Call logging
- Customer management
- Data accuracy
- Quality control
- Patient communication
- Patient education
- Patient privacy
- Crisis management
- Problem solving
- Software proficiency
- Office communication skills
- Teamwork and collaboration
- Teamwork
- Clear communication
- Prescription dispensing
Timeline
Pharmacy Service Representative
Teleperformance USA
05.2023 - Current
Administrative Assistant
Atento - BBVA Compass Bank
09.2014 - 10.2022
1 Year - Education Administration
South Texas College
08.2012 - 11.2014
Customer Service Representative and Cashier
Morelos Super Market
01.2011 - 08.2013
Customer Service and Cashier
Whataburger
05.2009 - 01.2011
Receptionist for Foster Care Association
Foster Parent Association
02.2008 - 11.2013
High school graduate -
PSJA Memorial High school