Mary Davis-Ball
Store Manager And Pharmacy Technician
PO Box 353 , Marshall ,N..C.
Summary
Dynamic customer service professional with extensive experience at Big Lots Stores, Inc., excelling in problem resolution and team collaboration. Proven track record of enhancing customer satisfaction through effective communication and product knowledge, while training new associates to elevate service quality. Committed to operational excellence and fostering strong client relationships.
Overview
2013
2013
years of professional experience
Work History
Customer Service Associates
Big Lots Stores, Inc.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Enhanced customer satisfaction by effectively addressing inquiries and resolving issues.
- Maintained a high level of product knowledge, providing accurate information to customers.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Achieved consistently high levels of customer satisfaction by prioritizing empathy, patience, and effective problem-solving skills during interactions.
- Developed strong relationships with clients through attentive listening and empathetic understanding of their needs.
- Trained new associates in company policies and procedures, fostering a supportive work environment.
- Enhanced customer loyalty by providing empathetic and efficient resolution to issues.
- Improved customer experience by maintaining high level of product knowledge and sharing it effectively.
- Increased team productivity with effective communication and coordination of tasks.
- Streamlined customer service processes to reduce wait times and improve service quality.
- Enhanced brand image by consistently delivering service beyond expectations.
- Trained new associates in customer service protocols, elevating overall team's performance.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Cross-trained and provided backup support for organizational leadership.
- Sought ways to improve processes and services provided.
- Increased efficiency and team productivity by promoting operational best practices.
- Trained new personnel regarding company operations, policies and services.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Trained staff on operating procedures and company services.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
Store Manager , Pharmacy Technician
Kerr Drug / Rite Aid Pharmacy
04.1979 - 05.2012
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Managed inventory control, cash control, and store opening and closing procedures.
- Assisted with hiring, training and mentoring new staff members.
- Completed point of sale opening and closing procedures.
- Improved customer satisfaction through staff training in customer service and product knowledge.
- Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
- Maximized sales by creating innovative visual merchandising displays and store layouts.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Increased store profitability by implementing cost-saving measures and efficient inventory management strategies.
- Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
- Managed financial aspects of store operations, including budget planning, expense tracking, and accurate record-keeping to maintain fiscal responsibility.
- Conducted regular performance reviews for staff members, providing constructive feedback and opportunities for growth.
- Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
- Oversaw loss prevention efforts, minimizing shrinkage by implementing effective security measures and training staff on proper procedures.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Mentored new hires during their onboarding process, ensuring they were well-equipped to excel in their roles from day one.
- Fostered a positive work environment by cultivating strong relationships between team members through team-building activities and consistent recognition of individual achievements.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Rotated merchandise and displays to feature new products and promotions.
- Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements.
- Ensured compliance with all applicable laws, regulations, policies by regularly reviewing store procedures and taking corrective measures when necessary.
- Upheld and communicated store programs and standards to employees for optimal quality, freshness, safety and cleanliness.
- Optimized labor scheduling according to store needs while adhering to budget constraints, maximizing productivity without compromising service quality.
- Maintained open lines of communication with corporate headquarters, sharing pertinent information about store performance and requesting support when needed.
- Approved regular payroll submissions for employees.
- Developed a successful employee retention plan, reducing staff turnover rates significantly.
- Managed inventory levels to minimize waste and ensure product availability, supporting customer satisfaction and sales efficiency.
- Reduced employee turnover by creating supportive work environment and recognizing outstanding performance.
- Optimized checkout process to reduce wait times, improving customer satisfaction scores.
- Implemented loss prevention strategies, significantly reducing shrinkage.
- Streamlined communication between staff and management, ensuring that all team members were informed of policy changes and promotions.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Reported issues to higher management with great detail.
- Interacted well with customers to build connections and nurture relationships.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Enhanced pharmacy workflow by assisting pharmacists with medication dispensing, labeling, and packaging.
- Promoted patient confidentiality by adhering to HIPAA regulations when handling personal information during transactions.
- Communicated with patients to collect information about prescriptions and medical conditions or arrange consultations with pharmacists.
- Reduced medication errors by diligently cross-checking medications against patients'' profiles before dispensing.
- Assisted in maintaining a clean and organized work environment, ensuring compliance with safety regulations.
- Counted, measured, and compounded medications following standard procedures.
- Maintained proper drug storage procedures, registries, and records for controlled drugs.
- Improved patient satisfaction by efficiently processing prescriptions and managing inventory in a timely manner.
- Collected co-payments or full payments from customers.
- Counted and labeled prescriptions with correct item and quantity.
- Performed various pharmacy operational activities with strong commitment to accuracy, efficiency, and service quality.
- Entered and processed patients' prescriptions into internal system.
- Provided exceptional customer service, fostering positive relationships with both new and returning patients at the pharmacy counter.
- Assisted in training new team members on standard operating procedures to ensure consistent quality of service across the entire team.
- Ensured patient safety by strictly following drug storage guidelines, including proper temperature and light exposure control.
- Streamlined prescription processing with accurate data entry and verification of patient information.
- Calculated dosage, filled prescriptions, and prepared prescription labels with absolute accuracy.
- Proactively identified potential issues or discrepancies in medication orders, collaborating closely with pharmacists to resolve them quickly.
- Performed wide range of pharmacy operations with strong commitment to accuracy, efficiency and service quality.
- Expedited insurance claim resolutions by liaising with healthcare providers and insurance companies on patients'' behalf.
- Contributed to the reduction of prescription wait times by promptly addressing refill requests and insurance authorizations.
- Assisted in management of prescription deliveries, improving patient convenience.
- Provided exceptional customer service, resolving queries and concerns with empathy and professionalism.
- Engaged in continuous learning to stay updated on pharmaceutical practices and products.
- Enhanced patient care by accurately filling prescriptions under pharmacist supervision.
- Maintained clean and organized work environment, adhering to health and safety standards.
- Assisted pharmacists in preparing and dispensing medications to ensure patient safety.
- Prepared packaging and labels for prescriptions, verifying accuracy of dosage, side effects, interactions, and refill instructions.
- Welcomed customers to pharmacy and answered questions relating to prescriptions and over-the-counter products.
- Managed opening and closing duties for pharmacy.
Education
High School Diploma -
Marshall High School
Marshall, NC05-1969
Skills
Customer support
Customer service
Team collaboration
Problem resolution
Clerical support
Customer complaint resolution
Complaint handling
Regulatory compliance
Appointment scheduling
Customer relationship management (CRM)
Quality assurance
Refunds and exchanges
Inventory control
Safety regulations
Account updating
Employee management
Stock replenishment
Multi-line phone systems
Software CRM system proficiency
Product merchandising
Sales closing
POS system operation
Tactful and diplomatic
MS office proficiency
Refunds processing
Point of sale systems
Multitasking
Teamwork and collaboration
Multitasking Abilities
Computer skills
Adaptability and flexibility
Excellent communication
Calm under pressure
Understanding customer needs
MS office
Adaptability
Customer service excellence
Problem-solving aptitude
Attention to detail
Customer service orientation
Microsoft office
Active listening
Effective communication
Customer retention strategies
Organizational skills
Problem-solving abilities
Time management
Calm and professional under pressure
Customer relations
Time management abilities
Customer data confidentiality
Relationship building
Complaint resolution
Self motivation
Reliability
Work prioritization
Team building
Report preparation
Accomplishments
Worked in Management and Pharmacy until retirement in June 2012. Starting part time work at Big Lots in or around August 2012. Love working with people.
National Certified Pharmacy Technician
Started out as technician and later took exam and got certified as Certified Pharmacy Technician. Big accomplishment for me.
Timeline
Store Manager , Pharmacy Technician
Kerr Drug / Rite Aid Pharmacy
04.1979 - 05.2012
Customer Service Associates
Big Lots Stores, Inc.
High School Diploma -
Marshall High School