Lafaye Francis
Plainfield
Summary
Dynamic professional with a proven track record at CVS and Walgreens, adept in workflow optimization and customer service. Excelled in team leadership and medication dispensing, enhancing pharmacy efficiency and customer satisfaction. Recognized for problem-solving skills and confidentiality adherence, contributing to significant business improvements and customer loyalty.
Overview
9
9
years of professional experience
Work History
Pharmacy Technician
CVS Pharmacy
05.2023 - Current
- Answered incoming phone calls and addressed questions from customers and healthcare providers.
- Stocked, labeled, and inventoried medication to keep accurate records.
- Enhanced pharmacy workflow by assisting pharmacists with medication dispensing, labeling, and packaging.
- Calculated dosage, filled prescriptions, and prepared prescription labels with absolute accuracy.
- Promoted patient confidentiality by adhering to HIPAA regulations when handling personal information during transactions.
- Solved customer problems in-person or over telephone by providing assistance with placing orders, navigating systems, and locating items.
Assistant Manager
Walgreens
07.2020 - 05.2023
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Managed inventory levels to minimize stockouts while reducing overhead costs.
- Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
- Collaborated with the management team to develop strategic plans for business growth and improvement.
- Enforced company policies consistently while handling disciplinary actions when necessary with fairness and respect.
- Assisted Pharmacy when needed or short on staff
Customer Service Representative
Ashley Furniture Corporate Office
01.2016 - 07.2020
- 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.
- Responded to customer requests for products, services, and company information.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
Education
No Degree - Nursing
Union County College
Cranford, NJHigh School Diploma -
Plainfield High School
Plainfield, NJ06-2020
Skills
- Problem-solving skills
- Team collaboration
- Confidentiality and HIPAA
- Workflow optimization
- Medication dispensing
- Insurance verification
- Customer service
- Team leadership
- Time management
- Critical thinking
- Computer proficiency
- Conflict resolution
- Professional telephone demeanor
Timeline
Pharmacy Technician
CVS Pharmacy
05.2023 - Current
Assistant Manager
Walgreens
07.2020 - 05.2023
Customer Service Representative
Ashley Furniture Corporate Office
01.2016 - 07.2020
No Degree - Nursing
Union County College
High School Diploma -
Plainfield High School
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