Milissia Henry
PillPack Pharmacy through Amazon
Huntington,WV
5
Years of experience
Dynamic Customer Service Representative with a proven track record at Amazon/Pillpack, excelling in conflict resolution and relationship building. Recognized for enhancing customer satisfaction through effective problem resolution and active listening, consistently exceeding performance metrics. Adept at utilizing critical thinking to deliver tailored solutions, fostering loyalty and positive experiences.
Work History
Customer Service Representative
4 Years 11 Months- Resolved prescription and order inquiries through phone, email, and chat support.
- Tracked shipment status and coordinated follow-up for delayed or missing medications.
- Assisted customers with refill requests, account updates, and billing questions.
- Verified patient information while maintaining HIPAA-compliant handling of sensitive records.
- Escalated complex pharmacy issues to appropriate teams for timely resolution.
- Guided patients through insurance, copay, and prescription transfer processes.
- Adapted quickly to evolving procedures, product changes, and service workflows.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Analyzed customer service metrics to identify trends and develop strategies for improvement.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Participated in training programs to enhance product knowledge and customer service skills.
Education
Associate of Applied Science - Early Childhood Care And Education
Skills
Customer service
Active listening
Critical thinking
Data entry
Customer relations
Problem resolution
Relationship building
Call center experience
Computer proficiency
Conflict resolution
Complaint handling
Complaint resolution
Customer satisfaction measurement
Professional telephone demeanor
Call center operations
Microsoft outlook
De-escalation techniques
Building rapport
Timeline
Customer Service Representative
PillPack Pharmacy through Amazon
10.2021 - 09.2026Read More
Mountwest Community Technical College
Associate of Applied Science from Early Childhood Care And Education
Read More