Kenya Shelton
Davenport,FL
Summary
Dedicated and detail-oriented professional with a strong background in Customer Service. Proven expertise gained through previous roles. Possesses excellent organizational, interpersonal and problem solving skills. A self-starter who excels in fast-paced environments. Enthusiastic individual experienced in analyzing issues on service calls and finding effective solutions. Offering engaging and pleasant personality with expertise building customer relationships. Outstanding diagnostics skills.
Overview
13
13
years of professional experience
Work History
Front End Operations Technician
AllianceRx Walgreens Specialty
05.2018 - 10.2023
- Maintained confidentiality in compliance of federal HIPPA.
- Organized work to meet demanding production goals.
- Answered incoming phone calls and addressed questions from customers and healthcare providers.
- Calculated dosage, filled prescriptions, and prepared prescription labels with absolute accuracy.
- Coordinated with physicians and insurance agency representatives for speedy resolution of prescription discrepancies.
- Communicated with patients to collect information about prescriptions and medical conditions or arrange consultations with pharmacists.
- Solved customer problems over the telephone, email and online by providing assistance with placing orders, navigating systems, and locating items.
Pharmacy Technician
GenRx Oasis Pharmacy
02.2018 - 05.2018
- Entered and processed patients prescriptions into internal system.
- Performed various pharmacy operational activities with strong commitment to accuracy, efficiency, and service quality.
- Provided excellent customer service to all patients and medical professionals.
- Ability to preserve confidentiality of protected health information, HIPPA.
- Answered incoming phone calls and addressed questions from customers and healthcare providers.
- Calculated dosage, filled prescriptions, and prepared prescription labels with absolute accuracy.
Clinical Customer Care and Ecommerce Advisor
Walgreens Customer Care Operations
09.2016 - 02.2018
- Manage business orders needs including refills, order entry, changes, approvals and tracking. Entering patients demographics.
- Translate prescriptions and utilize sig code knowledge.
- Speaking with the Pharmacist directly in regards to better understanding of the patient’s prescriptions.
- Replies to customer inquiries or complaints in a timely manner.
- Utilize a variety of software tools to navigate customer accounts, research and review policies and communicate effective solutions in a fast pace environment
- Provide customer service and updates and assistance with all E-Commerce orders. Logins, passwords and other online account issues.
Front Desk Agent
International Palms Resort
06.2016 - 02.2017
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process. Collected room deposits, fees, and payments.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Answered customer telephone calls promptly and appropriately handled needs.
- Acquired in-depth knowledge of surrounding area to offer guests with information about dining options, entertainment, and shopping activities.
- Responded swiftly to room requests and other inquiries made via establishment website, email, or phone.
- Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
Customer Service Representative/Sales Floors Associate/Magic Advisor
MACYS
10.2014 - 01.2016
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Customer Service Representative/Sales Floors Associate
Forever 21
01.2013 - 08.2014
- Operated the register, computer and all phone services.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handled customer inquiries and suggestions courteously and professionally.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Processed customer service orders promptly to increase customer satisfaction.
- Utilized customer service software to manage interactions and track customer satisfaction.
Customer Service Representative
Super America
05.2012 - 05.2013
- Operated registers and making sure we monitor our money
- Operated all computers and phone services
- Have great money management skills.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Processed customer service orders promptly to increase customer satisfaction.
Customer Service Representative
Office Max
10.2010 - 12.2012
- Operated the register, computer and all phone services.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Education
High School -
Central High School
Saint Paul, MN06.2011
Skills
- Microsoft Office: Outlook, Word and Excel
- Organized
- Detail Oriented
- Team player and Self Starter
- Data Entry
- Multi-line phone operation
- Analytical and Problem solving
- Ability to multi-task
- Strong Verbal, Written and Communication Skills
- Customer Service
- Fast paced environment
- Call Center Operations
Timeline
Front End Operations Technician
AllianceRx Walgreens Specialty
05.2018 - 10.2023
Pharmacy Technician
GenRx Oasis Pharmacy
02.2018 - 05.2018
Clinical Customer Care and Ecommerce Advisor
Walgreens Customer Care Operations
09.2016 - 02.2018
Front Desk Agent
International Palms Resort
06.2016 - 02.2017
Customer Service Representative/Sales Floors Associate/Magic Advisor
MACYS
10.2014 - 01.2016
Customer Service Representative/Sales Floors Associate
Forever 21
01.2013 - 08.2014
Customer Service Representative
Super America
05.2012 - 05.2013
Customer Service Representative
Office Max
10.2010 - 12.2012
High School -
Central High School
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