Kayla Pinder
Annapolis,MD
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking. Dependable and effective in managing operations. Successful in encouraging team members to work efficiently and meet production targets. Well-organized, self-motivated and knowledgeable about successful strategies for managing fast-paced work.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Certified Pharmacy Technician/Inventory Specialist
CVS Health
12.2022 - Current
- Managed drug and supply inventories
- Effectively resolved insurance rejections and other billing issues
- Improved customer service by memorizing many of the customers faces so I could greet them personally
- Worked as a training coach to help show new pharmacy technicians the correct way to wait on customers with friendly customer service, input prescriptions, correctly read sig codes, and work with insurance companies to improve customer satisfactory
- Completed accurate cycle counts, inventory management and PCQ calls for customers
- Complied with all federal laws, company policies and procedures and state regulations regarding intern, technician and assistant training and licensure
- Effectively prioritized tasks and organized workflow to increase efficiency
- Correctly completed inventory paperwork, including daily, weekly, and monthly reports.
- Entered and processed patients' prescriptions into internal system.
- Answered incoming phone calls and addressed questions from customers and healthcare providers.
- Communicated directly with doctors offices via telephone, fax and email.
Customer Service Energy Consultant(Hybrid)
Josco Energy
03.2022 - 11.2022
- Maintained ongoing communication.
- Leveraged sales CRM software platform to track and notate sales interactions and follow up activities.
- Reduced overall energy consumption through the implementation of tailored energy-saving solutions.
- Connected with established and potential customers regularly to offer services, answer questions and
finalize regularly to offer services, answer questions and finalize contract details. - Attended sales and trade meetings to obtain information about market conditions, business trends,
and industry developments. - Collaborated with team members to meet daily demands and handle challenging projects.
Direct Support Professional(Hybrid)
Thrive Health Care Services LLC
08.2021 - 04.2022
- Assisted clients with transfers and follow all fall precautions
- Monitored clients' overall health and well-being and noted significant changes.
- Bonded and provided exceptional care with clients keeping them up and motivated
- Ensure client is safe and taking care of in the comfort of their home.
- Assisted clients in achieving personal goals through tailored care plans and daily skill-building activities.
- Supported daily hygiene needs of patients by assisting with bathing, dressing, dental care and personal grooming.
Customer Service Representative(remote)
Amazon
01.2021 - 06.2021
- Researched and documented order issues within the CRM system as well as resolved internal alerts and issues.
- Assisted hundreds of customers daily with exchanges, replacement orders, order tracking, and general concerns.
- Investigated and resolved customer inquiries and complaints quickly.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Updated account information to maintain customer records.
- Assisted in the establishment of new procedures to ensure client satisfaction and quality service delivery.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Investigated and resolved accounting, service and delivery concerns.
Caregiver
Assisted Living Management
07.2020 - 12.2020
- Recorded status and duties completed in logbooks for management.
- Maintained strong connections within caregiver community to gain continuous knowledge.
- Laundered items, changed sheets and made bed to keep patients' bedroom clean.
- Participated in ongoing professional development opportunities to stay current on best practices in caregiving techniques, enhancing the quality of care provided.
- Engaged patients in meaningful conversation, socialization, and activity while providing personal care assistance.
- Maintained a safe and clean environment for patients, reducing risks and ensuring optimal health outcomes.
- Maintained clean personal areas and prepared healthy meals to support client nutritional needs.
- Supported daily hygiene needs of patients by assisting with bathing, dressing, dental care and personal grooming.
Education
Bachelor of Science - Cyber Security
University of Maryland Global Campus
Baltimore, MD2025
diploma -
Cornerstone Christian Correspondence School
Townsend, GA06.2020
Skills
- Data Entry
- Inbound Call Management
- CRM Software
- Order Fulfillment
- Issue and Complaint Resolution
- Appointment Scheduling
- Storage and Supply Management
- Problem-Solving
- inventory management
- working efficiently in a remote setting
Certification
pharmacy technician
Timeline
Certified Pharmacy Technician/Inventory Specialist
CVS Health
12.2022 - Current
Customer Service Energy Consultant(Hybrid)
Josco Energy
03.2022 - 11.2022
Direct Support Professional(Hybrid)
Thrive Health Care Services LLC
08.2021 - 04.2022
Customer Service Representative(remote)
Amazon
01.2021 - 06.2021
Caregiver
Assisted Living Management
07.2020 - 12.2020
Bachelor of Science - Cyber Security
University of Maryland Global Campus
diploma -
Cornerstone Christian Correspondence School
pharmacy technician
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