Lizzette Morales
Certified Pharmacy Technician
Rockledge,FL
Summary
Dedicated quality manager known for effective call monitoring and detailed feedback analysis. Committed to fostering compliance and enhancing customer service protocols to drive satisfaction and operational excellence.
Overview
1
1
Certification
13
13
years of professional experience
Work History
Quality Manager
Talent World Group (Vantive Health Care)
budapest, Eup
10.2024 - Current
- Implemented quality assurance processes to streamline evaluation procedures and reporting.
- Monitored call quality and adherence to company standards across all agents.
- Conducted regular audits of customer service calls to identify areas for improvement in customer satisfaction, accuracy, and efficiency.
- Developed training materials to enhance agent performance and customer interactions.
- Collaborated with team leaders to identify areas for improvement in service delivery.
- Analyzed customer feedback to recommend improvements in service protocols.
- Performed root cause analysis on escalated issues reported by customers or internal stakeholders.
- Created reports detailing key findings from quality assurance reviews and presented these findings at monthly meetings with executive staff.
- Worked closely with senior management to develop strategies for improving customer service quality standards across the organization.
Compliance Specialist
Brevard Health Alliance
Melbourne, FL
02.2019 - 07.2024
- Reviewed compliance documents ensuring accuracy and adherence to regulations, contributing to overall compliance integrity.
- Collaborated with departments to implement policy updates and training sessions.
- Monitored changes in healthcare laws and communicated impacts to staff.
- Conducted internal audits to assess compliance with established protocols.
- Maintained compliance databases and tracked regulatory changes effectively.
- Provided guidance on best practices for maintaining patient confidentiality standards.
- Coordinated with departments to reinforce adherence to established standards, enhancing cross-functional compliance efforts.
- Performed risk assessments to identify areas of non-compliance and potential risks.
- Prepared monthly reports detailing progress toward organizational compliance goals, facilitating informed decision-making.
- Investigated complaints related to the violations of standards or regulations.
- Participated in meetings between senior leadership teams to discuss any potential violations or concerns regarding regulatory issues.
Pharmacy Techician
Health First Family Pharmacy
Melbourne, FL
08.2013 - 02.2019
- Operated pharmacy software for prescription fulfillment and record-keeping.
- Executed day-to-day duties with precision to ensure smooth pharmacy operations.
- Performed data entry for patient profiles, billing information and prescription orders into the pharmacy software system.
- Refilled medications, offered insight into over-the-counter products and verified insurance benefits.
- Streamlined filing systems for prescriptions and patient records to enhance retrieval efficiency. of prescriptions, both electronically and manually.
- Monitored expiration dates on medications to guarantee compliance with safety standards. on medications to ensure that only unexpired products were dispensed.
- Restocked medication supplies on shelves to ensure optimal inventory levels. with new supplies of medications as needed.
- Received payment from customers and processed credit card transactions.
Education
High School Diploma -
Melbourne High School
Melbourne, FL05-2008
Skills
- Prescription management
- Medication dispensing
- Pharmacy operations
- Pharmaceutical compliance
- Call monitoring
- Customer feedback analysis
- Risk assessment
- Data analysis
Certification
- Certified Pharmacy Technician
Timeline
Quality Manager
Talent World Group (Vantive Health Care)
10.2024 - Current
Compliance Specialist
Brevard Health Alliance
02.2019 - 07.2024
Pharmacy Techician
Health First Family Pharmacy
08.2013 - 02.2019
High School Diploma -
Melbourne High School