Lily Harper
Louisville,KY
Summary
Dedicated professional with a proven track record in effective communication and conflict resolution. Skilled in problem-solving and team collaboration, contributing to enhanced customer satisfaction and operational efficiency.
Overview
6
6
years of professional experience
Work History
Tiger Team specialist Rx
Chewy Pharmacy
Louisville, Kentucky
03.2024 - Current
- Led and initiated the LAM project, focused on identifying and documenting workflow avoidance behaviors across Front line email and chat platforms.
- Joined the FixIT team within the Rx Tiger Team to perform offline operational work, including clinic outbound communications and cold chain support.
- Addressed customer inquiries about prescriptions and product availability, ensuring accurate and timely information.
- Handled escalated customer complaints using effective communication strategies, fostering positive resolutions.
- Assisted customers with product inquiries and resolving complaints promptly and professionally.
- Resolved escalated customer disputes in a timely manner while maintaining good relationships with customers.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Ensured all customer inquiries were handled in accordance with company standards and regulations.
- Collaborated with upper management on new initiatives and improvements within frontline Rx department, contributing to operational enhancements.
Rx Development coach
Chewy Pharmacy
Louisville, Kentucky
02.2023 - 03.2024
- Participated in the Boo Chat pilot program during its early deployment in Slack and transition into Oracle.
- Provided real-time coaching and support to agents during active customer calls via chat platform
- Utilized internal Knowledge Base (KB) resources to deliver accurate, immediate solutions to agent inquiries
- Created and shared KB references with agents for future use and continued learning
- Resolved escalated chats and emails from customers, ensuring timely and effective outcomes
- Served as subject matter resource, enhancing agent performance and boosting confidence during calls
Data Entry Vet services
Chewy Pharmacy
Louisville, Kentucky
02.2022 - 02.2023
- Entered veterinary prescriptions accurately and efficiently using HMS / Pharmacist Admin systems
- Managed prescription intake while handling overflow and Customer Advocacy calls
- Responded to customer and clinic inquiries via email in a timely and professional manner
- Provided on-site floor support, assisting agents in real time with prescription entry and call handling
- Interpreted and clarified veterinary abbreviations to ensure correct data entry and patient safety
- Supported agents during live calls as needed to resolve issues and maintain workflow efficiency
Retail Security Officer
Ross Dress for Less
Louisville, Kentucky
07.2020 - 05.2021
- Monitored store premises to deter theft and ensure safety.
- Conducted regular patrols to identify suspicious activities and behaviors.
- Collaborated with staff to maintain a secure shopping environment.
- Assisted in incident reporting and documentation for security breaches.
- Provided support during emergency situations, ensuring customer safety.
Education
Cosmetology - Cosmetology
Empire Beauty School
Louisville, KY07-2019
High School Diploma -
Buckner High School
Louisville, KY06-2018
Skills
- Risk assessment
- Decision-making
- Escalation management
- Workflow documentation
- Problem solving
- Team collaboration
- Effective communication
- Conflict resolution
Timeline
Tiger Team specialist Rx
Chewy Pharmacy
03.2024 - Current
Rx Development coach
Chewy Pharmacy
02.2023 - 03.2024
Data Entry Vet services
Chewy Pharmacy
02.2022 - 02.2023
Retail Security Officer
Ross Dress for Less
07.2020 - 05.2021
Cosmetology - Cosmetology
Empire Beauty School
High School Diploma -
Buckner High School