Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Lina Chanthaboury

Woonsocket,RI

Summary

Experienced Customer Relations Supervisor bringing 5 years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Customer Relations Supervisor

CVS Caremark Retail Pharmacy, Care Call Center
03.2022 - Current
  • Provide daily leadership, management, and guidance to the customer relations call center team. Ensuring superior service for our customers and retail partners by providing information, feedback, and coaching to agents supporting call center service level standards by holding teams accountable for results, as well as flawless execution of inbound/outbound calling programs and associated performance metrics. Creating and supporting a customer of inclusion and diversity, ensuring all actions are in complete alignment with CVS practices, policies and values as well as state, federal and regulatory requirements.
  • Trains staff on operating procedures and company services.
  • Increased efficiency within the customer relations team by implementing innovative solutions for common challenges faced during daily operations.
  • Promote a positive work environment, fostering a culture of teamwork, collaboration, and continuous improvement among staff members.

Team Lead- Senior Coordinator

CVS Caremark Retail Pharmacy, Care Call Center
03.2019 - 03.2022
  • Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
  • Improved team productivity by implementing efficient project management strategies and streamlining communication channels.
  • Influenced positive change within the organization through strategic thinking, innovation, problem-solving abilities, and consistent leadership style.
  • Assisted the leadership team with coordinating, monitoring, and assigning offline work and incidents as well as monitoring, reporting, and analyzing real time adherence and call center metrics to improve the customer experience.
  • Assisted with coaching, developing and motivating team members.
  • Responsible for completing QA call monitors to ensure CR quality standards are upheld and enforced.

Call Center Representative

CVS Caremark Retail Pharmacy Customer Care
12.2017 - 03.2019
  • Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
  • Documented and responded to incoming calls, emails, and letters.
  • Partnered with CVS Pharmacy retail field management, corporate leadership, and others to resolve customer concerns in a timely and caring manner.

Pharmacy Technician

CVS Retail Pharmacy
09.2016 - 12.2017
  • Collected co-payments or full payments from customers.
  • Counted and labeled prescriptions with correct item and quantity.
  • Maximized pharmacy efficiency through effective communication with staff members and adherence to procedures.
  • Resolved third-party billing, computer system and customer service issues.
  • Worked with pharmacists to help prepare and dispense prescription medication, took prescriptions over the phone and in person, worked with health professionals and customers, assisted in mixing medicines, counting pills, measuring medication, labeling, packaging, giving instructions for medicine, and helped take payments.

Education

High School Diploma -

H.H Ellis Technical High School
Harvard H. Ellis Technical High School
06.2009

Skills

  • MS Office
  • Training and mentoring
  • De-Escalation Techniques
  • Customer Service
  • Staff education and training
  • Delegation and Supervision
  • Inbound Call Management
  • Problem Resolution
  • Computer Skills
  • Customer Relations

Certification

  • Licensed Pharmacy Technician 2016-Present

Timeline

Customer Relations Supervisor

CVS Caremark Retail Pharmacy, Care Call Center
03.2022 - Current

Team Lead- Senior Coordinator

CVS Caremark Retail Pharmacy, Care Call Center
03.2019 - 03.2022

Call Center Representative

CVS Caremark Retail Pharmacy Customer Care
12.2017 - 03.2019

Pharmacy Technician

CVS Retail Pharmacy
09.2016 - 12.2017

High School Diploma -

H.H Ellis Technical High School

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Lina Chanthaboury