Raquel Mcgintis
Homestead
Summary
Dynamic Customer Service Representative with expertise in conflict resolution, data entry, and process improvement. Proven ability to enhance customer satisfaction through streamlined order processing and effective communication. Proven ability to manage multiple tasks in fast paced environments while maintaining accuracy, professionalism and exceptional customer service. Adaptable and quick learner to new systems, procedures and technology.
Overview
22
22
years of professional experience
Work History
Customer Service Representative
TTEC
Homestead, FL
10.2021 - 03.2025
- Managed resolution of customer inquiries through multiple communication channels to enhance customer experience.
- Streamlined order processing and account management to enhance overall customer satisfaction.
- Collaborated with team members to streamline workflows and improve service delivery.
- Resolved customer inquiries through multiple channels, ensuring high satisfaction levels.
Customer Service Representative
Alorica
Miami, FL
11.2022 - 11.2023
- Analyzed customer feedback to identify trends and recommend process improvements.
- Maintained up-to-date knowledge of products and services to provide accurate information.
- Assisted in developing training materials aimed at enhancing team performance and efficiency.
- Implemented best practices for issue resolution, leading to consistent service excellence.
Pharmacy Technician
Community Health Of South Florida
Miami, FL
10.2016 - 05.2020
- Managed prescription dispensing processes, ensuring compliance with regulatory standards and safety protocols.
- Trained and mentored junior pharmacy staff, enhancing team performance and service delivery.
- Optimized inventory management practices, resulting in improved medication availability and reduced waste.
- Collaborated with healthcare providers to resolve medication-related issues, promoting patient safety and satisfaction.
- Implemented workflow improvements that increased operational efficiency within the pharmacy department.
- Conducted medication therapy management sessions, educating patients on proper drug usage and adherence strategies.
- Maintained accurate patient records using electronic health record systems to ensure seamless information flow.
- Answered incoming phone calls and addressed questions from customers and healthcare providers.
- Stocked, labeled, and inventoried medication to keep accurate records.
- Enhanced pharmacy workflow by assisting pharmacists with medication dispensing, labeling, and packaging.
- Calculated dosage, filled prescriptions, and prepared prescription labels with absolute accuracy.
- Promoted patient confidentiality by adhering to HIPAA regulations when handling personal information during transactions.
- 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.
- Assisted in maintaining a clean and organized work environment, ensuring compliance with safety regulations.
- Performed wide range of pharmacy operations with strong commitment to accuracy, efficiency and service quality.
- Provided exceptional customer service, fostering positive relationships with both new and returning patients at the pharmacy counter.
- Consulted with insurance company representatives to complete claims processing, resolve concerns, and reconcile payments.
- Reduced medication errors by diligently cross-checking medications against patients'' profiles before dispensing.
- Collected co-payments or full payments from customers.
Pharmacy Technician
Publix Pharmacy
Miami, FL
12.2002 - 12.2016
- Assisted in the development of training materials for new hires, fostering a culture of continuous learning within the team.
- Increased overall pharmacy productivity by restocking supplies, organizing shelves, and maintaining cleanliness according to standards.
- Improved patient satisfaction by efficiently processing prescriptions and managing inventory in a timely manner.
- Entered and processed patients' prescriptions into internal system.
Education
High School Diploma -
Miami Killian Senior High School
Miami, FLSkills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Call center experience
- Computer proficiency
- Conflict resolution
- Microsoft Excel
- Payment processing
- Professional telephone demeanor
- Microsoft outlook
- Scheduling
- Follow-up skills
- Appointment scheduling
- Order processing
- Data collection
- Building rapport
- Clerical support
- Filing
- Multi-line phone talent
- POS systems expert
Timeline
Customer Service Representative
Alorica
11.2022 - 11.2023
Customer Service Representative
TTEC
10.2021 - 03.2025
Pharmacy Technician
Community Health Of South Florida
10.2016 - 05.2020
Pharmacy Technician
Publix Pharmacy
12.2002 - 12.2016
High School Diploma -
Miami Killian Senior High School