Lucia Martinez
San Antonio,TX
Summary
Reliable and dedicated Registered Pharmacy Technician with an Associate’s Degree in Health Medical Administrative Services, seeking an employment opportunity with the utmost desire to strive to become a beneficial asset to a prestigious company and use experience, education, and determination to develop additional skills for the betterment of the company. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
Verizon Wireless
02.2024 - Current
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Utilized data analytics tools to monitor performance trends regularly, identifying areas for improvement and implementing necessary changes.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
Pharmaceutical Customer Service
Alorica
04.2023 - 10.2023
- Answer telephones and respond to basic customer questions using established methods provided in training
- Provide knowledgeable responses to basic client questions; elevate more complex cases to appropriate staff as needed
- Participate in the review of pharmacy claim rejections, denials, and member eligibility data to identify trends related to non-compliance or misapplication of payment policies, medical guidelines, billing protocols, and regulatory requirements
- Document and assist in the preparation of internal and external documentation and presentations regarding research findings and new coordination of benefit issues
- Collaborate with team members, management and clients to resolve client inquiries; cross-train new resources in customer service processes.
Pharmacy Technician Trainee
Walgreens
11.2021 - 12.2021
- Filling prescriptions, change manufacturer on medication not in stock
- Intake, translate for patients, supply orders, and manage Auto-Dispense system.
Fast Food Crew Member
McDonald’s
12.2016 - 02.2020
- Contributed to positive restaurant reputation by greeting and serving customers with professionalism
- Maintained professional restaurant appearance by handling cleanliness and overall presentation of work areas
- Managed orders from start to finish, inspecting final products to verify quality and bagging items for customers.
Server
The Cove
07.2013 - 01.2017
- Followed all safety, sanitization, and food handling guidelines
- Processed payments as credit card transactions, gift cards, or cash transactions
- Enhanced team efficiency with well-stocked stations and efficient side work
- Satisfied customers with fast, friendly and knowledgeable support.
Education
Health Medical Administrative Services -
The College Healthcare Professions
San Antonio, TXHigh School Diploma -
G.W Brackenridge High School
San Antonio, TXSkills
- Medication preparation and measurement
- Inventory management and tracking
- Data entry
- OSHA and HIPAA compliance
- Anatomy, physiology, pathology, abbreviations and symbols
- Pharmacological terminology
- Receiving support
- Call Documentation
- Microsoft Exchange
- Call Center Operations
- Data Collection
Quote
It is never too late to be what you might have been.
George Eliot
Timeline
Customer Service Representative
Verizon Wireless
02.2024 - Current
Pharmaceutical Customer Service
Alorica
04.2023 - 10.2023
Pharmacy Technician Trainee
Walgreens
11.2021 - 12.2021
Fast Food Crew Member
McDonald’s
12.2016 - 02.2020
Server
The Cove
07.2013 - 01.2017
Health Medical Administrative Services -
The College Healthcare Professions
High School Diploma -
G.W Brackenridge High School