Summary
Overview
Work History
Education
Skills
Timeline
Generic

Rosa Lopez

Sylmar,CA

Summary

Proactive Call Center professional bringing excellent leadership skills and capability to help staff meet and exceed customer expectations. Equipped to train, monitor and manage high-performance teams in fast-paced environments. Personable and decisive with expertise in diplomatic conflict resolution and consumer behavior.

Overview

12
12
years of professional experience

Work History

Call Center Supervisor

MDR Pharmaceutical Care
03.2021 - Current
  • Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
  • Trained team members on performance metrics and consumer behavior identification.
  • Supervised 50 Patient Care Coordinators in providing excellent customer service to callers requiring assistance in fulling a prescription request and quality assurance issues.
  • Executed Monthly Performance Plans with representatives to to identify production gaps.
  • Improved organizational efficiency by effectively recruiting new hires and supporting management with personnel decisions.
  • Developed process controls and metrics for daily management of call center.
  • Oversaw employee performance to foster accurate prioritization and achievement of productivity goals.
  • Minimized workflow issues by cross-training staff on technical procedures, protocols and customer service practices.
  • Created team rotations to man center effectively during peak hours.
  • Managed scheduling for agents and product specialists to foster increased productivity.
  • Collaborated with training team to boost product support and certification training initiatives.
  • Maintained up-to-date knowledge of products and services offered to customers.
  • Provided leadership, guidance and direction to sales team members, offering assistance with any need at any time.
  • Coordinated with other departments to provide smooth execution of sales initiatives.

Pharmacy Technician/Patient Care Coordinator

MDR Pharmaceutical Care
03.2018 - Current

Receive written prescription or refill requests and verify that information is complete and accurate.

Establish or maintain patient profiles, including lists of medications taken by individual patients.

Answer telephones, responding to questions or requests.

Mix pharmaceutical preparations, according to written prescriptions.

Assist customers by answering simple questions, locating items, or referring them to the pharmacist for medication information.

Prepare and process medical insurance claim forms and records.

HIPPA compliant


Pharmacy Technician/Inventory Specialist

CVS Pharmacy
02.2012 - 03.2018
  • Answered incoming phone calls and addressed questions from customers and healthcare providers.
  • Calculated dosage, filled prescriptions, and prepared prescription labels with absolute accuracy.
  • Stocked, labeled, and inventoried medication to keep accurate records.
  • Entered and processed patients' prescriptions into internal system.
  • Solved customer problems in-person or over telephone by providing assistance with placing orders, navigating systems, and locating items.
  • Performed wide range of pharmacy operations with strong commitment to accuracy, efficiency and service quality.
  • Collected co-payments or full payments from customers.
  • Maintained proper drug storage procedures, registries, and records for controlled drugs.
  • Restocked pharmacy shelves with current merchandise to drive consistent peripheral sales.
  • Monitored ordering of pharmacy medication stock to maintain streamlined inventory and low overhead.

Education

Pharmacy Technician

UEI College
Van Nuys, CA
02.2012

Skills

  • Information Tracking
  • Report Writing
  • Employee Motivation
  • Training Delivery
  • Timekeeping Abilities
  • Reporting Skills
  • Training Coordination
  • Document Management
  • Quality Assurance
  • Schedule Coordination
  • Staffing and Scheduling
  • Easily adaptable to new environments
  • Quick learner
  • Judgement and decision making
  • Speak Spanish

Timeline

Call Center Supervisor

MDR Pharmaceutical Care
03.2021 - Current

Pharmacy Technician/Patient Care Coordinator

MDR Pharmaceutical Care
03.2018 - Current

Pharmacy Technician/Inventory Specialist

CVS Pharmacy
02.2012 - 03.2018

Pharmacy Technician

UEI College
Rosa Lopez