Kendra Rollins
Clarksville,TN
Summary
Dedicated pharmacy professional with over ten years of diverse experience in retail and clinical settings, establishing a strong foundation in pharmacy operations before transitioning to administrative roles. Expertise includes medication management and patient interaction, with a proven track record of maintaining accurate medication records, compounding medications, and supporting pharmacists in daily operations. Recognized for strong team collaboration and adaptability in dynamic environments, consistently ensuring optimal patient care and workflow efficiency. Committed to enhancing pharmacy practices through effective communication and a patient-centered approach.
Overview
2026
2026
years of professional experience
1
1
Certification
Work History
Certified Pharmacy Technician
Capsule Pharmacy
Boise, Idaho
01.2024 - Current
- Collaborated with healthcare professionals to provide optimal patient care through effective medication management.
- Mentored junior pharmacy technicians, enhancing team efficiency and knowledge sharing within the department.
- Completed paperwork, entering prescription and insurance or billing information into patient profiles.
- Consulted with insurance company representatives to complete claims processing, resolve concerns, and reconcile payments.
- Increased customer satisfaction by delivering friendly, personalized service during transactions.
- Solved customer problems in-person or over telephone by providing assistance with placing orders, navigating systems, and locating items.
- Helped pharmacist clear problematic prescriptions and address customer questions to keep pharmacy efficient.
- Worked with computerized and automated systems for dispensing medications and editing new patient profiles.
- Resolved non-routine issues like third-party billing, computer system, and customer service issues.
- Communicated directly with doctors offices via telephone, fax and email.
- Reviewed and verified customer information and insurance provider information.
- Communicated with prescribers to verify medication dosages, refill authorizations, and patient information.
- Processed prescriptions for customer's in several states remotely.
- Managed prescriptions for iPledge patients.
Customer Service Representative for Medicare Part D (Remote)
CVS Caremark
Woonsocket, RI
10.2022 - 08.2023
- Delivered exceptional customer service by resolving inquiries and complaints promptly.
- Guided customers through medication management and insurance processes effectively.
- Collaborated with healthcare providers to facilitate prescription fulfillment accuracy.
- Addressed customer feedback to drive enhancements in service delivery standards.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Collaborated with team members to develop best practices for consistent customer service delivery.
Dispatcher/Billing Specialist (Remote)
Jewel's Towing
Lehi, UT
2021 - 2022
- Coordinated towing operations to ensure timely vehicle recovery and client satisfaction.
- Monitored real-time traffic conditions to optimize dispatch routes and reduce response times.
- Managed communication between drivers and clients, ensuring clarity and efficiency in service delivery.
- Trained new dispatchers on operational protocols and effective use of dispatch software systems.
- Oversaw daily dispatch activities, ensuring compliance with safety regulations and company policies.
- Collaborated with fellow dispatchers to maintain a seamless workflow during shift changes.
- Processed billing inquiries and resolved discrepancies to ensure timely payments.
- Maintained accurate records using billing software to support financial reporting.
- Researched and resolved billing discrepancies to enable accurate billing.
- Worked with multiple departments to check proper billing information.
Operations Assistant _ Alert Team
Agero
Clarksville TN
08.2020 - 12.2021
- Coordinated timely roadside assistance for stranded motorists, ensuring swift resolution of issues.
- Mentored junior agents on best practices for emergency response and customer interaction techniques.
- Managed high call volume while remaining calm and professional, ensuring accurate information was relayed to all parties involved.
- Effectively communicated insurance coverage details to customers experiencing a breakdown or accident situation.
- Reduced wait times for stranded motorists by swiftly dispatching tow trucks and other support vehicles.
- Processed and verified financial transactions for accuracy and compliance. (WEX)
- Negotiated fees for service and processed credit card claims to tow companies.
OTR Truck Driver
Covenant Transport Group
Chattanooga, TN
04.2018 - 02.2019
- Operated Class A trucks in compliance with DOT regulations and safety standards.
- Conducted pre-trip inspections to ensure vehicle safety and reliability.
- Managed delivery schedules to optimize route efficiency and minimize delays.
- Maintained accurate logs of miles driven, fuel usage, and delivery times.
- Communicated effectively with dispatch regarding road conditions and delivery updates.
- Made sure that deliveries were on time for scheduled appointments.
- Maintained accurate driving records in accordance with federal laws and regulations.
- Ensured accurate record-keeping by diligently updating electronic logs and submitting required paperwork in a timely manner.
- Maintained compliance with federal regulations through diligent adherence to hours of service requirements and regular safety checks.
- Inspected vehicle before and after every trip and conducted minor repairs.
- Reported vehicle and roadside issues in accordance with company policies to maintain route transparency.
Customer Service Representative
Transamerica
Clearwater, FL
02.2016 - 03.2018
- Responsibilities: Provide support to clients concerning retirement accounts; process transactions such as trades, loans, and withdrawals; advise clients regarding current and past financial trends; identify, research and resolve issues with client accounts; train new associates on systems and procedures.
Customer Service Representative / Data Entry
Pharmetrics Specialty Group
St. Petersburg, FL
06.2014 - 01.2016
- Responsibilities: Provide customer support; verify and enter prescription, insurance, shipping and billing information into database.
01.2011 - 06.2014
- Stayed home to care for family.
Pharmacy Technician / Customer Service Representative
Wellcare Specialty Pharmacy
Tampa, FL
01.2010 - 01.2011
- Responsibilities: Refill prescriptions and verify refill instructions with physicians; customer support regarding Medicare Part D and patient forms.
Medicare Part D Specialist
Healthspring
Nashville, TN
01.2008 - 01.2009
- Responsibilities: Patient advocate; provide support to Medicare Part D patients and providers concerning benefits, authorization and PDP/MAPD inquiries; medication overrides; billing.
Pharmacy Care Coordinator
Hemophilia Health Services
Nashville, TN
01.2007 - 01.2008
- Responsibilities: Assess patients; provide support to patients regarding medical supplies and insurance claims; maintain communication with patient caregivers, nurses and pharmacies; maintain patient records; document patient needs for medical and ancillary supplies; input track shipping orders.
01.2004 - 01.2007
- Stayed home to care for family.
Certified Pharmacy Technician
St. Thomas Plaza Pharmacy
Nashville, TN
01.2002 - 01.2004
- Responsibilities: Receive prescription information from patients and medical professionals; prescription data entry; count and package medications; counsel patients on medications, side effects and possible drug interactions; maintain and rotate pharmacy stock and OTC medications.
Pharmacy Technician
Carbondale Clinic
Carbondale, IL
01.1996 - 01.2002
Pharmacy Technician
Hook's Pharmacy
Marion, IL
01.1993 - 01.1996
- Responsibilities: On the job training for pharmacy technician license, customer service, rotate stock. After obtaining license - receive and verify prescriptions; prescription data entry; count and package medications; counsel patients on medications, side effects and possible drug interactions.
Education
No Degree - PTCB certified program course
Pharmacy Tech Scholar
01.2024
No Degree - CNA
Southern Technical Institute
Pinellas Park, FL01.2013
Business Administration
Aquinas College
Nashville, TN01.2008
Skills
- Regulatory safety compliance
- Professional commercial driving
- Impeccable driving record
- Strong work ethic
- Data entry
- Attention to detail
- Problem-solving skills
- Insurance billing
- Filling prescriptions
- Medication dispensing
- HIPAA regulations
Accomplishments
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Collaborated with team of 5 in the testing of pharmacy communications programs.
- Prior management experience
Certification
- 2024 - PTCB/Nationally Certified Pharmacy Technician (current)
- 2014 - PTCB/Nationally Certified Pharmacy Technician
- 2013 - CPR Certification, HIV/Bloodborne Pathogens Certification, Self-Administered Medication Assistance Certification
- 1993 - Pharmacy Technician License, Illinois (not current)
Licenses
- Tennessee
- Idaho
- New Jersey
Timeline
Certified Pharmacy Technician
Capsule Pharmacy
01.2024 - Current
Customer Service Representative for Medicare Part D (Remote)
CVS Caremark
10.2022 - 08.2023
Operations Assistant _ Alert Team
Agero
08.2020 - 12.2021
OTR Truck Driver
Covenant Transport Group
04.2018 - 02.2019
Customer Service Representative
Transamerica
02.2016 - 03.2018
Customer Service Representative / Data Entry
Pharmetrics Specialty Group
06.2014 - 01.2016
01.2011 - 06.2014
Pharmacy Technician / Customer Service Representative
Wellcare Specialty Pharmacy
01.2010 - 01.2011
Medicare Part D Specialist
Healthspring
01.2008 - 01.2009
Pharmacy Care Coordinator
Hemophilia Health Services
01.2007 - 01.2008
01.2004 - 01.2007
Certified Pharmacy Technician
St. Thomas Plaza Pharmacy
01.2002 - 01.2004
Pharmacy Technician
Carbondale Clinic
01.1996 - 01.2002
Pharmacy Technician
Hook's Pharmacy
01.1993 - 01.1996
Dispatcher/Billing Specialist (Remote)
Jewel's Towing
2021 - 2022
No Degree - PTCB certified program course
Pharmacy Tech Scholar
No Degree - CNA
Southern Technical Institute
Business Administration
Aquinas College