Nashika Barrett
Lehigh Acres,FL
Summary
Customer-oriented professional with several-year progressive career focused on enhancing customer service with careful attention to detail and strong follow-through. Polished in assessing systems and developing strategies to reduce process lags. Outstanding organizational and customer-service abilities focused on driving team growth and business profitability.
Skilled Customer Service Supervisor with a background in managing customer service teams, ensuring high-quality customer interactions, and resolving complex customer complaints. Strengths include problem-solving capabilities, strong leadership skills, and the ability to implement effective customer service protocols. Previous work has resulted in improved team productivity, enhanced customer satisfaction rates, and streamlined service procedures.
Experienced with leading customer service teams to deliver top-tier support. Utilizes effective communication and problem-solving skills to enhance customer satisfaction. Track record of fostering team collaboration and maintaining service quality.
Overview
20
20
years of professional experience
Work History
Customer Service Supervisor
Benecard PBF
12.2019 - 08.2024
- Supervised and trained customer service staff to ensure excellent customer service delivery.
- Provided guidance and support to junior customer service representatives, including coaching and mentoring.
- Monitored customer service performance metrics, such as call response times, resolution rates, and customer satisfaction ratings.
- Conducted regular team meetings with customer service staff to discuss issues or changes in policies and procedures.
- Resolved escalated customer disputes in a timely manner while maintaining good relationships with customers.
- Performed quality assurance audits on completed transactions by reviewing recordings of phone conversations between customers and agents.
- Assisted in developing training materials for new hires as well as existing employees.
Customer Service Representative
Florida Cancer Specialists
05.2018 - 01.2019
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Pharmacy Technician
Walmart
05.2004 - 08.2013
- Maintained daily inventory of pharmaceuticals and ensured proper storage conditions.
- Prepared medications for dispensing by counting, pouring, labeling, and verifying doses.
- Performed data entry for patient profiles, billing information and prescription orders into the pharmacy software system.
- Managed filing of prescriptions, both electronically and manually.
- Retrieved medication from shelves based on physician orders and delivered them to pharmacists for review.
- Ordered drugs from wholesalers as needed and maintained records of incoming shipments.
- Verified accuracy of medication labels before they were dispensed to customers.
- Ensured compliance with all federal, state, local laws and company policies related to pharmacy operations.
- Received payment from customers and processed credit card transactions when necessary.
- Checked expiration dates on medications to ensure that only unexpired products were dispensed.
- Reported any discrepancies or errors in medication ordering or filling processes immediately to the pharmacist on duty.
- Restocked shelves with new supplies of medications as needed.
- Organized work areas so that everything was easily accessible when needed.
- Assisted in training new employees on pharmacy procedures.
- Assisted pharmacist with clearing high volume of prescriptions and responded to customer questions.
- Refilled medications, offered insight into over-the-counter products and verified insurance benefits.
- Maintained pharmacological practices by checking drug inventory, stocking medications and monitoring supplies.
Education
Associate of Science - Pharmacy Technology
Southwest Florida College
Fort Myers, Florida03-2003
Skills
- Positive and Constructive Feedback
- Performance Evaluations
- Leading Team Meetings
- Handling Escalations
- Work Prioritization
- Issue Resolution
- Call Center Operations
- Policy Enforcement
- Escalation management
- QA
- New Hire Training
- Proficient in Excel
- Problem-solving
- Time management
- Multitasking and organization
Timeline
Customer Service Supervisor
Benecard PBF
12.2019 - 08.2024
Customer Service Representative
Florida Cancer Specialists
05.2018 - 01.2019
Pharmacy Technician
Walmart
05.2004 - 08.2013
Associate of Science - Pharmacy Technology
Southwest Florida College
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