Michelle Toledo
San Diego,CA
Summary
Accomplished Customer Success Analyst at Strive La Vita Pharmacy, adept in Salesforce and CRM software, significantly improved response times and customer satisfaction. Leveraging a goal-oriented approach and analytical mindset, I streamlined support processes and fostered seamless account transitions, enhancing efficiency across teams. Expert in account management and order fulfillment, I consistently contribute to positive outcomes and revenue growth.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Customer Success Analyst
Strive La Vita Pharmacy
10.2022 - Current
- Streamlined support processes for increased efficiency and faster resolution times.
- Improved customer satisfaction by addressing concerns and providing timely solutions.
- Analyzed data trends for management team.
- Developed standard operating procedures and internal processes related to program.
- Worked closely with sales teams to ensure seamless handoff of new accounts during the onboarding process.
- Assisted in developing policies that improved overall response time within the customer support department significantly.
- Delivered personalized onboarding experiences for new customers, fostering loyalty and long-term satisfaction.
- Established effective communication channels between customers and internal teams to facilitate issue resolution promptly.
- Contributed ideas during brainstorming sessions focused on improving internal workflows within the Customer Success team.
Pharmacy Technician
Alvarado Hospital
02.2019 - 12.2022
- Assisted in maintaining a clean and organized work environment, ensuring compliance with safety regulations.
- Counted and labeled prescriptions with correct item and quantity.
- Assisted pharmacists in managing medication inventory, ensuring adequate stock levels for timely patient service.
- Demonstrated adaptability in quickly learning new technology platforms, enhancing overall productivity within the pharmacy setting.
- Enhanced pharmacy efficiency by maintaining a clean and organized work environment, streamlining daily tasks.
- Restocked Pyxis Machines in Nurse's Stations
- Prepared IV Medications using certified Aseptic Technique
- Performed Non-sterile compounding
Pharmacy Technician
Scripps Mercy Chula Vista Hospital
01.2021 - 06.2021
- Enhanced pharmacy workflow by assisting pharmacists with medication dispensing, labeling, and packaging.
- Calculated dosage, filled prescriptions, and prepared prescription labels with absolute accuracy.
- Promoted patient confidentiality by adhering to HIPAA regulations when handling personal information during transactions.
- Refilled Pyxis Machines at Nurse's Station
- Performed Non-sterile Compounding of Medication
- Prepared IV Medications using certified Aseptic Technique
Server
Masa's Cafe
03.2015 - 12.2016
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Served food and beverages promptly with focused attention to customer needs.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
Pharmacy Technician
Medical Center Pharmacy
01.2013 - 02.2014
- Enhanced pharmacy workflow by assisting pharmacists with medication dispensing, labeling, and packaging.
- Calculated dosage, filled prescriptions, and prepared prescription labels with absolute accuracy.
- Promoted patient confidentiality by adhering to HIPAA regulations when handling personal information during transactions.
- Solved customer problems in-person or over telephone by providing assistance with placing orders, navigating systems, and locating items.
- Performed Non-sterile Compounding
Pharmacy Technician/Territorial Sales Manager
La Vita Compounding Pharmacy
09.2008 - 06.2012
- Answered incoming phone calls and addressed questions from customers and healthcare providers.
- Stocked, labeled, and inventoried medication to keep accurate records.
- Enhanced pharmacy workflow by assisting pharmacists with medication dispensing, labeling, and packaging.
- Calculated dosage, filled prescriptions, and prepared prescription labels with absolute accuracy.
- Prepared Non-Sterile Compounding of Medications
- Billed Pharmacy Insurance
- Performed Account Management for Established Doctor Accounts
- Prospected potential Doctor Accounts
- Analyzed Sales Reports to increase company revenue
Education
Associate of Science - Pharmacy Technician
United Education Institute
San Diego,CA09.2008
High School Diploma -
Eastlake High School
Chula Vista, CA06.2006
Skills
- Goal-Oriented
- Analytical mindset
- Salesforce expertise
- CRM Software
- Order Fulfillment
- Account Management
Certification
- CPhT - Certified Pharmacy Technician
Languages
Tagalog
Native or Bilingual
Timeline
Customer Success Analyst
Strive La Vita Pharmacy
10.2022 - Current
Pharmacy Technician
Scripps Mercy Chula Vista Hospital
01.2021 - 06.2021
Pharmacy Technician
Alvarado Hospital
02.2019 - 12.2022
Server
Masa's Cafe
03.2015 - 12.2016
Pharmacy Technician
Medical Center Pharmacy
01.2013 - 02.2014
Pharmacy Technician/Territorial Sales Manager
La Vita Compounding Pharmacy
09.2008 - 06.2012
Associate of Science - Pharmacy Technician
United Education Institute
High School Diploma -
Eastlake High School
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