LATASHA HOLLAND
Lansdale,PA
Summary
I am a friendly and energetic person. Great with customers of all ages. Learns quickly and adapts to new programs and procedures
. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
17
17
years of professional experience
Work History
Lead Pharmacy Technician
CVS Pharmacy
10.2023 - Current
- Enhanced pharmacy efficiency by streamlining prescription processing and medication dispensing procedures.
- Reduced medication errors by implementing a meticulous double-check system for all prescriptions filled.
- Ensured patient safety with diligent monitoring of drug interactions and proper dosage instructions.
- Improved customer satisfaction, addressing concerns and answering questions about medications and health conditions.
Field Technical Service
CVS Pharmacy
08.2022 - 10.2023
- Enhanced customer satisfaction by promptly addressing technical issues and providing effective solutions.
- Reduced system downtime by proactively monitoring, troubleshooting, and maintaining network infrastructure.
- Streamlined communication with clients through clear documentation of technical processes and procedures.
- Collaborated with cross-functional teams to develop comprehensive strategies for improving product performance.
- Implemented innovative approaches to problem-solving, resulting in increased efficiency and faster resolution times.
- Managed multiple projects simultaneously while adhering to strict deadlines and budgets.
- Maintained high levels of client satisfaction through proactive follow-ups and regular check-ins on open issues.
Care Concierge
CVS Pharmacy
01.2022 - 07.2022
- Maximized guest satisfaction by promptly addressing concerns and resolving issues.
- Supported event planning efforts, contributing to the successful execution of memorable occasions.
- Managed a variety of tasks simultaneously, maintaining professionalism and efficiency under pressure.
- Provided exceptional customer service to diverse clientele, fostering an atmosphere of inclusivity and respect.
Lead Pharmacy Technician
CVS Pharmacy
01.2021 - 12.2021
- Enhanced pharmacy efficiency by streamlining prescription processing and medication dispensing procedures.
- Reduced medication errors by implementing a meticulous double-check system for all prescriptions filled.
- Ensured patient safety with diligent monitoring of drug interactions and proper dosage instructions.
- Improved customer satisfaction, addressing concerns and answering questions about medications and health conditions.
Long Term Care Billing
Contract Pharmacy Services
06.2020 - 12.2020
- Enhanced patient care by developing and implementing individualized care plans for long-term care residents.
- Performed manual adjudication for multiple nursing facilities having over 100+ residents per facility.
- Improved patient satisfaction by providing compassionate, personalized care to long-term care residents.
Lead Pharmacy Technician
CVS Pharmacy
01.2014 - 06.2020
- Enhanced pharmacy efficiency by streamlining prescription processing and medication dispensing procedures.
- Reduced medication errors by implementing a meticulous double-check system for all prescriptions filled.
- Ensured patient safety with diligent monitoring of drug interactions and proper dosage instructions.
- Improved customer satisfaction, addressing concerns and answering questions about medications and health conditions.
Pharmacy Technician
CVS Pharmacy
06.2011 - 01.2014
- Improved patient satisfaction by efficiently processing prescriptions and managing inventory in a timely manner.
- Enhanced pharmacy workflow by assisting pharmacists with medication dispensing, labeling, and packaging.
- Streamlined prescription processing with accurate data entry and verification of patient information.
- Reduced medication errors by diligently cross-checking medications against patients'' profiles before dispensing.
- Boosted customer loyalty by providing friendly, knowledgeable assistance on drug interactions and side effects.
- Maximized pharmacy efficiency through effective communication with staff members and adherence to procedures.
- Assisted in maintaining a clean and organized work environment, ensuring compliance with safety regulations.
- Contributed to the reduction of prescription wait times by promptly addressing refill requests and insurance authorizations.
Shift Supervisor
CVS Pharmacy
06.2009 - 06.2011
- Enhanced team productivity by implementing efficient shift scheduling and task delegation.
- Reduced employee turnover rate by fostering a positive work environment and addressing staff concerns promptly.
- Ensured smooth operations during peak hours by effectively managing resources and staff allocation.
- Improved customer satisfaction rates with consistent quality checks and timely resolution of complaints.
- Streamlined inventory management, reducing waste and optimizing stock levels for daily operations.
- Conducted regular performance evaluations, providing constructive feedback to help employees grow professionally.
- Managed cash handling procedures, maintaining accuracy in financial transactions and minimizing discrepancies in daily reconciliations.
- Monitored staff compliance with health codes, ensuring high standards of cleanliness throughout the facility consistently met or exceeded expectations.
Customer Service Representative
CVS
06.2007 - 06.2009
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Participated in cross-functional initiatives aimed at enhancing overall business operations and customer satisfaction levels.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- 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.
Education
No Degree - Business Management
Montgomery County Community College
Blue Bell, PANo Degree - Cognitive Psychology
Kaplan University
Davenport, IAHigh School Diploma -
North Penn HS
Lansdale, PA01.2008
Skills
- HIPAA
- Manual and Automated Medication Dispensing
- Drug Storage Procedures
- Pharmacy and Customer Records Management
- Drug Inventory Control
- Insurance Billing
- Regulatory Compliance
- Inventory Control
- Problem-Solving Skills
- Workflow Optimization
- Updating Medication Histories
- Team Collaboration
- New Hire Onboarding
- Staff Development
- Patient Counseling
- Pharmacy Operations Management
- Record Keeping
- Customer Service
- Staff Training
- Medication Dispensing
- Interpersonal Skills
- Prescription Processing
- Organizational Skills
Timeline
Lead Pharmacy Technician
CVS Pharmacy
10.2023 - Current
Field Technical Service
CVS Pharmacy
08.2022 - 10.2023
Care Concierge
CVS Pharmacy
01.2022 - 07.2022
Lead Pharmacy Technician
CVS Pharmacy
01.2021 - 12.2021
Long Term Care Billing
Contract Pharmacy Services
06.2020 - 12.2020
Lead Pharmacy Technician
CVS Pharmacy
01.2014 - 06.2020
Pharmacy Technician
CVS Pharmacy
06.2011 - 01.2014
Shift Supervisor
CVS Pharmacy
06.2009 - 06.2011
Customer Service Representative
CVS
06.2007 - 06.2009
No Degree - Business Management
Montgomery County Community College
No Degree - Cognitive Psychology
Kaplan University
High School Diploma -
North Penn HS