Sony Villasin
University Place,WA
Summary
Proven track record in enhancing customer satisfaction and streamlining pharmacy operations, evidenced by my tenure at Walgreens. Expert in medication dispensing and customer service, I excel in workflow optimization and de-escalation techniques. Demonstrated ability to improve service delivery, achieving significant increases in efficiency and customer retention.
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
8
8
years of professional experience
Work History
Customer Service Representative
Tacoma Public Utilities
08.2022 - Current
- Responded to customer requests for products, services, and company information.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Processed customer service orders promptly to increase customer satisfaction.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Responded proactively and positively to rapid change.
- Investigated and resolved customer inquiries and complaints quickly.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
- Delivered prompt service to prioritize customer needs.
Patient Care Representative
Washington Gastroenterology
07.2020 - 08.2022
- Reviewed each step of patient care and made proactive adjustments to avert issues.
- Maintained confidentiality of patient data and condition to safeguard health information.
- Responded to patient queries and concerns concerning insurance coverages and deductibles.
- Scheduled approximately 30 to 50 patients per week and made reminder calls.
- Handled prescription refill requests.
- Coordinated charitable, government, and community resources for patients.
- Coordinated transportation to get patients to and from medical appointments.
Pharmacy Technician
Walgreens
06.2016 - 07.2020
- Assisted pharmacist by filling prescriptions for customers and responding to patient questions regarding prescription and medication-specific issues.
- Ordered medicines daily to replenish stock and increase inventory in anticipation of need.
- Solved customer problems in-person or over telephone by providing assistance with placing orders, navigating systems, and locating items.
- Maintained proper drug storage procedures, registries, and records for controlled drugs.
- Counted and labeled prescriptions with correct item and quantity.
- Communicated with patients to collect information about prescriptions and medical conditions or arrange consultations with pharmacists.
- Counted, measured and compounded medications following standard procedures.
- Consulted with insurance company representatives to complete claims processing, resolve concerns, and reconcile payments.
- Calculated dosage, filled prescriptions, and prepared prescription labels with absolute accuracy.
- Stocked, labeled, and inventoried medication to keep accurate records.
- Answered incoming phone calls and addressed questions from customers and healthcare providers.
- Entered and processed patients' prescriptions into internal system.
- Performed various pharmacy operational activities with strong commitment to accuracy, efficiency, and service quality.
- Collected co-payments or full payments from customers.
- Restocked pharmacy shelves with current merchandise to drive consistent peripheral sales.
- Welcomed customers to pharmacy and answered questions relating to prescriptions and over-the-counter products.
- Resolved third-party billing, computer system and customer service issues.
- Liaised with other pharmacies to eliminate issues related to product expiration.
- Monitored ordering of pharmacy medication stock to maintain streamlined inventory and low overhead.
- Helped pharmacist clear problematic prescriptions and address customer questions to keep pharmacy efficient.
- Set up and modified patient profiles to include current medications and insurance details.
- Coordinated with physicians and insurance agency representatives for speedy resolution of prescription discrepancies.
Education
No Degree - Medical Assisting
Clover Park Technical College
Lakewood, WAHigh School Diploma -
Foss
Tacoma, WA06.2007
Skills
- Account updating
- Scheduling
- Data Collection
- Appointment Scheduling
- Call Management
- Data Entry
- Money handling abilities
- Computer Proficiency
- Multi-line phone talent
- Microsoft Excel
- Microsoft Outlook
- Customer Service
- Medical terminology knowledge
- De-Escalation Techniques
- Call center experience
- GMED Software
- CICO software
- EPIC
- AS400
- inovah
- Insurance Verification
- Prescription Filling
- Workflow Optimization
- Medication Dispensing
- Medicare and Medicaid process
- Record preparation
- Stocking shelves
- Medication labels
- Aseptic Techniques
- Verifying orders
- Eligibility Determination
- Payment Collection
- Scheduling appointments
- HIPAA Compliance
- Patient confidentiality
Timeline
Customer Service Representative
Tacoma Public Utilities
08.2022 - Current
Patient Care Representative
Washington Gastroenterology
07.2020 - 08.2022
Pharmacy Technician
Walgreens
06.2016 - 07.2020
No Degree - Medical Assisting
Clover Park Technical College
High School Diploma -
Foss
Similar Profiles
Alexander PaxtonAlexander Paxton
Intern at Tacoma Public UtilitiesIntern at Tacoma Public Utilities
Kelli SullivanKelli Sullivan
Senior Business Systems Analyst at Tacoma Public Utilities, CS Business EnablementSenior Business Systems Analyst at Tacoma Public Utilities, CS Business Enablement
Christopher GillChristopher Gill
Electrical Inspector at Tacoma Public UtilitiesElectrical Inspector at Tacoma Public Utilities
Shasta ThompsonShasta Thompson
Front End Cashier at WalmartFront End Cashier at Walmart
Dominique HarpringDominique Harpring
Hardline Clerk at Fred MeyerHardline Clerk at Fred Meyer