Kathleen Swanson
Charlotte,NC
Summary
Dynamic CSR Supervisor at Elevance Health with a proven track record in enhancing customer satisfaction and retention. Skilled in training and mentoring teams, implementing performance metrics, and utilizing data analytics for strategic improvements. Expertise in complaint resolution and fostering a collaborative environment, driving operational excellence in customer service.
Overview
7
7
years of professional experience
Work History
CSR Supervisor
Elevance Health
06.2022 - Current
- Supervised daily operations of customer service team, ensuring adherence to protocols and policies.
- Trained and mentored new employees on best practices and service standards.
- Resolved complex customer inquiries, enhancing satisfaction and retention rates.
- Implemented performance metrics to track team efficiency and service quality.
- Analyzed feedback to identify trends and recommend process improvements.
- Promoted a positive work environment by fostering open communication among the CSR team members.
- Leveraged data analytics tools to identify trends and patterns in customer interactions, informing strategic decision-making processes within the company.
- Streamlined processes for faster issue resolution, leading to improved customer experiences.
- Collaborated with other departments on projects aiming at improving overall business performance through enhanced customer service experiences.
Pharmacy Manager
Walgreens
06.2020 - 06.2022
- Managed daily pharmacy operations, ensuring compliance with safety and regulatory standards.
- Supervised pharmacy staff, fostering a collaborative environment to enhance service delivery.
- Implemented inventory management practices, optimizing stock levels and reducing waste.
- Trained new team members on pharmacy protocols and customer service excellence.
- Developed workflows that improved efficiency in prescription processing and consultation services.
- Conducted regular audits of pharmacy operations to maintain quality assurance standards.
- Trained pharmacy interns and newly hired pharmacy technicians.
Pharmacy Technician
Walgreens
06.2018 - 06.2020
- Assisted pharmacists with medication preparation and dispensing processes.
- Educated patients on proper medication usage and side effects.
- Maintained accurate inventory records for pharmaceutical supplies.
- Operated pharmacy software to manage prescriptions and customer transactions.
- Organized medications and supplies to optimize workflow efficiency.
Education
Bachelor Of Business Administration -
University of North Carolina At Charlotte
Charlotte, NC05.2018
Skills
- Patient education and counseling
- Workflow optimization
- Inventory control
- Staff training
- Drug utilization review
- Regulatory requirements
- Purchasing management
- Call center operations
- CRM software
- Feedback delivery
- Team leadership
- Training and mentoring
- Handling escalations
- Analytical thinking
- Complaint resolution
- Workflow management
- Quality assurance
- Policy enforcement
- New hire training
Timeline
CSR Supervisor
Elevance Health
06.2022 - Current
Pharmacy Manager
Walgreens
06.2020 - 06.2022
Pharmacy Technician
Walgreens
06.2018 - 06.2020
Bachelor Of Business Administration -
University of North Carolina At Charlotte
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