Mercedes Ramirez
Bulls Gap,TN
Summary
Friendly and analytical Call Center Representative with experience handling technical and non-technical customer calls. Able to consistently exceed KPIs by using custom and pre-defined call scripts. Excellent interpersonal skills and years of experience in conflict management. Versatile team member able to take on any required task and adapt to changing conditions with resourceful and hardworking mindset. Dedicated to business success, eager to learn new skills and to advance professionally.
Overview
9
9
years of professional experience
Work History
Service Representative
Intelicare Direct
08.2019 - 07.2022
- Answers inbound calls for an online retailer, fielding approximately 40+ calls per shift
- Excellent customer service skills and positive attitude as demonstrated by maintaining position in the top 10 performing agents for 3 consecutive months.
- Evaluated customer account information to assess current issues and determine potential solutions.
- Documented conversations with customers to track requests, problems and solutions.
Licensed Pharmacy Technician
Medical Center Pharmacy
06.2015 - 04.2016
- Ensured accuracy in medication administration by carefully calculating dosage for over 80 prescriptions per day.
- Responsible for restocking and updating robotic medication dispenser.
- Performed computer entry of medication and patient information.
- Served 85 - 95 customers per day with 100% accuracy compared to 70 customers a day for my peers.
- Received and verified daily incoming drug inventories, reported discrepancies and logged items into inventory system.
Licensed Pharmacy Technician
Semca Pharmacy
03.2013 - 11.2014
- Responsible for compassionate customer service in a fast-paced pharmacy.
- Received 90% positive feedback in random customer satisfaction surveys.
- Was a frequent "go to" for resolving customer complaints.
- Responsible for managing pharmaceutical stock.
- Created new customer profiles and updated information in pharmacy computer systems.
Education
Pharmacy Technician License - Pharmacology
Kaplan College - Phoenix
Phoenix, AZ0 2013
Skills
- Resolving customer issues
- Excellent customer service
- Call center operations
- Membership renewals
- High-energy attitude
- Detail-oriented
- Workflow Optimization
Timeline
Service Representative
Intelicare Direct
08.2019 - 07.2022
Licensed Pharmacy Technician
Medical Center Pharmacy
06.2015 - 04.2016
Licensed Pharmacy Technician
Semca Pharmacy
03.2013 - 11.2014
Pharmacy Technician License - Pharmacology
Kaplan College - Phoenix
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