Misty Porter
Lewisburg,TN
Summary
Driven by a strong work ethic and a passion for continuous improvement, I leveraged my problem-solving abilities and effective communication skills at Walmart to enhance team productivity and customer satisfaction. My background spans preschool education to pharmacy management, showcasing adaptability and a commitment to excellence. Achieved a notable increase in client loyalty through innovative service strategies.
Overview
25
25
years of professional experience
Work History
Preschool Teacher's Assistant
Generations Christian Academy
05.2023 - Current
- Educated students in foundational concepts such as shapes, numbers, and letters.
- Engaged and entertained children through recreational and educational activities.
- Promoted physical, academic, and social development by implementing diverse classroom and outside activities.
Call Center Customer Service Representative
Cigna
03.2022 - 05.2023
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Documented and detailed calls and complaints using call center's CRM database.
- Maintained and managed customer files and databases.
- Escalated complicated customer account issues to supervisors and help desk workers.
- Addressed customer account discrepancies and concerns.
- Detailed payment options and explained price, receipt and billing details to customers.
- Responded to customer calls and emails to answer questions about products and services.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Compiled status and performance reports for team leaders to address company strengths and weaknesses.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Maintained up-to-date knowledge of product and service changes.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Delivered prompt service to prioritize customer needs.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Managed timely and effective replacement of damaged or missing products.
- Responded proactively and positively to rapid change.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Investigated and resolved customer inquiries and complaints quickly.
- Met customer call guidelines for service levels, handle time and productivity.
Pharmacy Technician
Walgreens
10.2012 - 03.2022
- Restocked pharmacy shelves with current merchandise to drive consistent peripheral sales.
- Communicated with patients to collect information about prescriptions and medical conditions or arrange consultations with pharmacists.
- Performed various pharmacy operational activities with strong commitment to accuracy, efficiency, and service quality.
- Assisted pharmacist by filling prescriptions for customers and responding to patient questions regarding prescription and medication-specific issues.
- Maintained proper drug storage procedures, registries, and records for controlled drugs.
- Collected co-payments or full payments from customers.
- Counted, measured and compounded medications following standard procedures.
- Solved customer problems in-person or over telephone by providing assistance with placing orders, navigating systems, and locating items.
- Counted and labeled prescriptions with correct item and quantity.
- 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 wide range of pharmacy operations with strong commitment to accuracy, efficiency and service quality.
- Welcomed customers to pharmacy and answered questions relating to prescriptions and over-the-counter products.
- Prepared packaging and labels for prescriptions, verifying accuracy of dosage, side effects, interactions, and refill instructions.
- Coordinated verification and filling of more than 200 daily prescriptions in high-volume retail pharmacy environment.
- Resolved third-party billing, computer system and customer service issues.
- Managed opening and closing duties for pharmacy.
- Helped pharmacist clear problematic prescriptions and address customer questions to keep pharmacy efficient.
- Coordinated with physicians and insurance agency representatives for speedy resolution of prescription discrepancies.
- Monitored ordering of pharmacy medication stock to maintain streamlined inventory and low overhead.
Customer Service Manager
Walmart
01.2000 - 09.2012
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Followed through with client requests to resolve problems.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Researched and corrected customer concerns to promote company loyalty.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Controlled resources and utilized assets to achieve qualitative and quantitative targets.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Took ownership of customer issues and followed problems through to resolution.
Education
High School Diploma -
Marshall County High School
Lewisburg, TN05.1990
Skills
- Health and safety
- Curriculum Planning
- Age-Appropriate Activities
- Lesson implementation
- Afterschool program leadership
- Positive Reinforcement
- Goal Setting
- Parent-Teacher Conferences
- Attention to Detail
- Time Management
- Organizational Skills
- Excellent Communication
- Written Communication
- School Policy and Rules Enforcement
- Computer and Microsoft Office Skills
- Problem-solving abilities
- Team Collaboration
- Relationship Building
- Team building
- Effective Communication
- Teamwork and Collaboration
- Caring and Empathetic Demeanor
- Adaptability and Flexibility
- Flexible Work Schedule
- Problem-Solving
- Multitasking Abilities
- Strong Work Ethic and Dependable
- Active Listening
- Reliability
- Self Motivation
- Early Childhood Training
- Promoting Social and Emotional Development
- Motivating and Inspiring Students
- Continuous Improvement
- Professionalism
- Early Childhood Teaching (ECT) Certification
- Multitasking
- Time management abilities
- Decision-Making
- Supervising Classroom Activities
Timeline
Preschool Teacher's Assistant
Generations Christian Academy
05.2023 - Current
Call Center Customer Service Representative
Cigna
03.2022 - 05.2023
Pharmacy Technician
Walgreens
10.2012 - 03.2022
Customer Service Manager
Walmart
01.2000 - 09.2012
High School Diploma -
Marshall County High School
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