Nicole Schaefer
Bristol,USA
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
20
20
years of professional experience
Work History
Customer Service Representative & Driver Dispatcher
Hocon Gas
08.2021 - Current
- Answer telephones and triage calls
- Process customer requests for deliveries
- Process check and credit card payments
- Triage customer calls by level of importance
- Create purchase orders for accounts payable
- Create and send invoices to receive payment from customers
- Create and send past due invoices and reminder letters for past due accounts
- Organize paperwork to ensure sufficient quantity and flow of materials
- Process all purchase orders and invoices into computer accounts payable computer system to be paid by company to vendors
- Plan and schedule drivers, vehicles and routes for deliveries
- Assign loads and tasks to drivers based on customer requests, priorities and available resources
- Monitor driver progress and adjust routes or schedules as needed to ensure timely and efficient service
- Communicate with drivers, customers and coworkers to provide updates and resolve issues
- Relay information such as route changes or traffic updates to drivers
- Maintain clear and accurate records of dispatches, routes and deliveries
- Assist with problem-solving and finding solutions to logistical challenges
Data Entry Specialist
East Rock Pharmacy LTC
07.2018 - 06.2021
- Answer telephones and triage calls
- Receive prescriptions from Nursing facilities and Doctors' offices to input into computer system
- Triage typing and delivery of medications based on acuity and delivery schedule
- Communicate with nurses and doctors in case of medication issue or inability to acquire medication
- Check voicemail and email for urgent messages
- Communicate with pharmacists and colleagues to complete work in the most efficient manner possible
- Bill prescriptions through insurance to make sure of proper payment
- Organize paperwork to ensure sufficient quantity and flow of materials
- Use the Docutracs, QS1 and MOT systems concurrently to process orders to be packaged
- Train new employees to ensure proper knowledge levels and job fit
- Ensure patient records are always up to date and accurate
- Strategize with management and colleagues to produce more efficient and accurate ways of organizing workflow
Compounding IV Technician
SCA Pharmaceuticals
08.2017 - 07.2018
- Aseptically compound sterile products in 503B environment
- Complete stability studies to determine stability of sterile products
- Complete inventory and organization of warehouse
- Constructed a running inventory list of items in warehouse
- Label and package sterile products for shipment
- Help train new compounders and aseptic assistants
- Pass a gowning certification every six months
- Pass a media fill every six months
- Audit logbooks to determine issues in documentation
- Participated in FDA inspection of facility
- Strategized with coworkers and management to determine route cause of filter failures and pump malfunctions
- Aided in validation of Baxa repeater pumps
Pharmacy Technician
Hartford Hospital
07.2008 - 07.2017
- Work in controlled drug vault dispensing, filling and keeping inventory of controlled medications
- Use Dose Edge preparation system to prepare IV medication
- Proficient in IV and chemotherapy preparation
- Transport medications from the pharmacy to nursing units
- Pick up unused medications from the nursing units and return them to the pharmacy
- Fill Pyxis machines for nursing usage
- Assist in ordering narcotics by taking inventory and ordering medications to meet par levels and rise in demand
- Assist in ordering non-controlled medications
- Prepare medications for dispensing including prepacking bulk medications and filling drug trays for usage in operating rooms
- Perform nursing unit inspections
- Assist in training new employees and students
- Answer telephone and solve medication issues
- Assist other pharmacy technicians
Senior Pharmacy Technician
Walgreens Pharmacy
08.2007 - 07.2008
- Help patients who are dropping off or picking up prescription orders
- Enter prescription orders into computer
- Create and update patient's health and insurance information into computer
- Assist pharmacists
- Communicate with insurance carriers to obtain payment for prescription claims
- At point of sale, verify patient receives correct prescription(s)
- Fill and label prescriptions
- Answer telephone calls
- Communicate with prescribers and their staff
- Assist in training new employees
Assistant Manager
Essential Salon Products
07.2005 - 05.2007
- Estimate demand and determine amount of goods sold
- Examine merchandise to ensure correct pricing and display
- Help train and manage three employees and achieve improvements in their productivity
- Track inventory and sales records to prepare reports for upper management
- Schedule work hours and resolve conflicts
- Inventory stock and reorder on a weekly basis
- Provide customer service by greeting and assisting customers and responding to inquiries or complaints
- Monitor sales activity to ensure customers receive satisfactory service and quality goods
Education
High School Diploma -
Vinal Regional Vocational Technical High School
Middletown, CTSkills
- Customer service
- Problem-solving
- Active listening
- Adaptability and flexibility
- Data entry
- Computer proficiency
- Team collaboration
- Customer relations
- Problem resolution
- Time management
- Complaint handling
- Critical thinking
- Customer satisfaction measurement
- Relationship building
- Complaint resolution
- Scheduling
- Client relations
- Microsoft outlook
- Task prioritization
- Customer relationship management (CRM)
- Payment processing
- Follow-up skills
- Documentation
- Administrative support
- Call management
- Professional telephone demeanor
- Assertiveness
- Conflict resolution
- Dispute resolution
- Appointment scheduling
- Filing
- Coordination
- Clerical support
- De-escalation techniques
- Reading comprehension
- Building rapport
- Delivery scheduling
- Prioritization
Timeline
Customer Service Representative & Driver Dispatcher
Hocon Gas
08.2021 - Current
Data Entry Specialist
East Rock Pharmacy LTC
07.2018 - 06.2021
Compounding IV Technician
SCA Pharmaceuticals
08.2017 - 07.2018
Pharmacy Technician
Hartford Hospital
07.2008 - 07.2017
Senior Pharmacy Technician
Walgreens Pharmacy
08.2007 - 07.2008
Assistant Manager
Essential Salon Products
07.2005 - 05.2007
High School Diploma -
Vinal Regional Vocational Technical High School
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