Norma Cruz-Rodriguez
Waukee,IA
Summary
Dedicated employee known for punctuality, pursuing employment options where good customer service and positive attitude will make a difference. Organized and motivated employee eager to apply time management and organizational skills in various environments. Flexible hard worker ready to learn and contribute to team success.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Customer Service Team Lead
biBerk
Waukee, IA
01.2024 - Current
- Provided training and guidance to customer service representatives on policies, procedures, and best practices.
- Coordinated and supervised customer service team in order to ensure quality service delivery.
- Assisted in resolving escalated customer complaints or issues in a timely manner.
- Conducted regular performance reviews for each member of the team to monitor progress and provide feedback.
- Identified trends in customer requests and developed solutions to address them proactively.
- Collaborated with other departments to ensure that customers' needs were met within established timelines.
- Organized team meetings to discuss new initiatives or changes in policies and procedures.
- Implemented new systems and technologies designed to improve efficiency and accuracy.
- Encouraged a positive and productive work environment among team members.
- Developed and maintained a knowledge base of frequently asked questions and answers.
Small Business Associate
biBerk
Waukee, Iowa
03.2022 - 12.2023
- Identified or monitored current and potential customers using business intelligence tools.
- Identified needs of customers promptly and efficiently.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Served as direct point of contact for customers and regularly followed up to update information and resolve issues.
Pharmacy Operations Manager
Walgreens
West Des Moines, IA
05.2021 - 02.2022
- Oversaw work activities, performance and service quality of pharmacy staff.
- Managed weekly schedules and requests for leave.
- Ordered inventory on weekly basis to meet anticipated demand and reduce backorders.
- Assessed safety procedures and federal regulations to maintain pharmacy compliance.
- Communicated with patients with compassion while keeping medical information private.
- Checked accuracy and productivity in performance of operational activities to maintain active pace of pharmacy.
- Trained individuals in how to use devices to promote optimal medical support.
- Worked closely with store manager to maintain day-to-day operations.
- Trained pharmacy interns and newly hired technicians.
- Exercised good judgment and decision-making in escalating concerns and resolving issues.
- Assigned tasks to associates to fit skill levels and maximize team performance.
- Communicated company directives and programs to associates and ensured all follow-up items were completed accurately and timely.
- Leveraged leadership skills to identify deficiencies and opportunities to improve policies, procedures and controls.
- Enhanced team member performance through use of strategic and tactical approaches, motivational coaching and training.
- Recruited and hired qualified candidates to fill open positions.
- Led team meetings and one-on-one coaching sessions to continuously improve performance.
- Created training modules and documentation to train staff.
- Conducted quality, timely performance feedback and performance appraisals.
- Monitored staff performance and addressed issues.
- Entered time and attendance logs in preparation for payroll.
- Evaluated processes and employee strengths to realign workflows with changing business demands.
Senior Pharmacy Technician
Walgreens
West Des Moines, IA
04.2014 - 05.2021
- Received written prescriptions and refill requests from patients, evaluating information for completeness and accuracy before filling.
- Cleaned and maintained equipment or work areas according to prescribed methods.
- Established and updated patient profiles, medications and insurance details.
- Created new customer profiles and updated demographics, allergies and new medications in pharmacy computer systems.
- Mixed pharmaceutical preparations according to written prescriptions.
- Efficiently processed cash register transactions for new and refilled prescription orders.
- Adhered to regulatory guidelines for workplace safety and customer confidentiality.
- Received and stored incoming supplies and informed supervisors of stock needs and shortages.
- Greeted customers and answered questions regarding personal medications or over-the-counter pharmacy products.
- Managed inventories, rotated stock, removed expired or damaged drug products and resolved discrepancies in drug counts.
- Answered telephones to respond to questions or requests.
- Assisted customers by answering questions, locating items or referring to pharmacist for medication information.
- Assisted pharmacist with clearing high volume of prescriptions and responded to customer questions.
- Prepared and processed medical insurance claim forms and records.
- Entered prescription information into computer databases.
- Communicated effectively with doctors and insurance agencies to resolve prescription cost discrepancies.
- Monitored supply inventory and promptly submitted replenishment orders to prevent shortages.
- Maintained clean and organized pharmacy shelving and work areas.
- Trained pharmacy interns and newly hired technicians.
Education
Pre - Pharmacy
Des Moines Area Community
College
Ankeny, IA05.2014
Associate of Science - Pharmacy
Des Moines Area Community College
Ankeny 05.2014
Skills
- Experience in Leadership
- Training & Development
- Friendly, Positive Attitude
- Good Work Ethic
- Active Listening
- Fluent in Spanish
- Employee Supervision
- Performance Metrics
- Organization and recordkeeping
Certification
- Licensed in all 50 states for Commercial and Property Insurance
Languages
Spanish
Professional
Timeline
Customer Service Team Lead
biBerk
01.2024 - Current
Small Business Associate
biBerk
03.2022 - 12.2023
Pharmacy Operations Manager
Walgreens
05.2021 - 02.2022
Senior Pharmacy Technician
Walgreens
04.2014 - 05.2021
- Licensed in all 50 states for Commercial and Property Insurance
Pre - Pharmacy
Des Moines Area Community
College
Associate of Science - Pharmacy
Des Moines Area Community College
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