Klelia Koplikaj
Clearwater,FL
Summary
Dynamic and results-oriented professional with extensive experience in customer service and pharmacy operations, notably at We Are Fiber and CVS Pharmacy. Excelled in complaint resolution and empathy, significantly enhancing customer satisfaction. Skilled in critical thinking and payment processing, adept at exceeding service goals through innovative strategies and exceptional interpersonal skills.
Overview
1
1
year of professional experience
1
1
Certification
Work History
Costumer Service Representative
We Are Fiber
, AL
09.2024 - 01.2025
- Implemented innovative methods for streamlining the customer service process.
- Resolved customer complaints promptly and efficiently.
- Monitored customer satisfaction levels through surveys and feedback forms.
- Provided accurate information about products and services to customers.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Developed strong customer relationships to encourage repeat business.
- Answered customer inquiries and provided accurate information regarding products and services.
- Developed strong relationships with customers by providing personalized assistance and support.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Surpassed sales goals through implementation of successful marketing strategies.
- Developed positive relationships with customers through friendly interactions.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Maintained a high level of professionalism when dealing with difficult customers.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Promoted available products and services to customers during service, account management and order calls.
- Provided exceptional customer service to ensure customer satisfaction.
- Updated system with order specifics and customer details, preferences, and billing information.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Provided top quality control and eliminated downtime to maximize revenue.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Conferred with customers by telephone or in person to provide information about products or services and take orders.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Answered customer inquiries via phone, email, and chat.
- Completed day-to-day duties accurately and efficiently.
- Worked effectively in team environments to make the workplace more productive.
Pharmacy Technician
CVS Pharmacy
Clearwater , FL
03.2024 - 08.2024
- Conducted medication therapy management sessions under the guidance of a pharmacist.
- Ensured compliance with state and federal pharmacy laws and regulations.
- Entered prescription information into computer databases.
- Provided exceptional customer service, addressing patient questions and concerns with empathy.
- Cleaned and maintained equipment or work areas according to prescribed methods.
- Assisted pharmacists in filling prescriptions accurately and efficiently.
- Received payment from customers and processed credit card transactions when necessary.
- Kept accurate records of controlled substances received and dispensed in accordance with DEA regulations.
- Monitored prescription refill requests and communicated with patients regarding their status.
- Transferred medication from vials to sterile, disposable syringes using aseptic techniques.
- Assisted pharmacist with clearing high volume of prescriptions and responded to customer questions.
- Ensured compliance with all federal, state, local laws and company policies related to pharmacy operations.
- Processed insurance claims and handled billing inquiries to ensure customer satisfaction.
- Created new customer profiles and updated demographics, allergies and new medications in pharmacy computer systems.
- Greeted customers and answered questions regarding personal medications or over-the-counter pharmacy products.
- Monitored supply inventory and promptly submitted replenishment orders to prevent shortages.
- Enhanced pharmacy efficiency by developing and implementing organizational systems.
- Participated in continuing education and training to stay current with pharmacy practices and technology.
- Leveraged database to confirm validity of prescriptions, patient data and drug side effects.
- Assisted customers by answering questions, locating items or referring to pharmacist for medication information.
- Received and stored incoming supplies and informed supervisors of stock needs and shortages.
- Supported pharmacy operations by answering phone calls and directing queries appropriately.
- Prepared medications for dispensing by counting, pouring, labeling, and verifying doses.
- Received written prescription or refill requests, verifying information for completeness and accuracy.
- Interpreted and processed medication orders under supervision of pharmacist.
Education
High School Diploma -
28 November
Albania 06-2022
Faculty of Natural Sciences
Albania Skills
- Scheduling
- Complaint resolution
- Account updating
- Stress management
- Report generation
- Data collection
- Call center operations
- Refunds processing
- Email management
- Critical thinking
- Professional telephone demeanor
- Minute taking
- Money handling
- Call center procedures
- Problem-solving
- Medical terminology
- Payment processing
- Empathy and patience
- Customer satisfaction measurement
- Live chat support
Affiliations
- Projects between countries
- Camps with school
Accomplishments
- I won the Olympics in literature.
Certification
- Certificate for high results in high school.
Languages
Albanian
Native/ Bilingual
English
Professional
Italian
Limited
Turkish
Limited
French
Elementary
References
References available upon request.
Timeline
Costumer Service Representative
We Are Fiber
09.2024 - 01.2025
Pharmacy Technician
CVS Pharmacy
03.2024 - 08.2024
High School Diploma -
28 November
Faculty of Natural Sciences