Shaniya Lang
Summary
Dynamic and results-driven professional with extensive experience at CVS Pharmacy and Results CX. Proven expertise in customer service and employee training, enhancing team performance and satisfaction. Skilled in call monitoring and analytical thinking, successfully reducing turnover and improving service quality through effective leadership and training initiatives.
Overview
5
5
years of professional experience
Work History
Shift Supervisor
CVS Pharmacy
01.2025 - Current
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
- Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
- Responded to and resolved customer questions and concerns.
- Conducted routine inspections to check quality and compliance with established specifications.
- Managed inventory and ordered supplies to keep location well stocked with necessary supplies.
- Completed cash and credit card transactions accurately using POS software.
- Collaborated with internal teams to streamline operations across materials handling, production, and shipping.
Unit Clerk
USA Health University Hospital
12.2022 - 12.2024
- Answered unit calls and took messages for healthcare staff to maximize team productivity.
- Documented updates to patient information in medical charts while maintaining HIPAA compliance protecting confidentiality of records.
- Answered multi-line telephone system, provided information, and directed calls.
- Coordinated diagnostic tests, collection of samples and transportation to scanning rooms.
- Answered phone calls and messages for a thirty-six unit medical facility, scheduling appointments, and handling patient inquiries.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Scheduled patient appointments in respective doctors' calendars and followed up with reminder phone calls.
Call Center Supervisor
Results CX
04.2020 - 12.2022
- Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Supervised my team in providing excellent customer service to callers requiring assistance with a wide range of issues.
- Reduced personnel turnover by developing and implementing performance evaluations to support corrective action planning.
- Minimized workflow issues by cross-training staff on technical procedures, protocols and customer service practices.
Education
Accel Academy
Mobile, ALAssociate of Applied Science - Process Technology
Remington College
Mobile, AL07-2026
No Degree - Phlebotomy
A And O Healthcare Institute
Mobile, AL10-2024
Skills
- Call monitoring
- Customer service documentation
- Employee training and orientation
- Customer service
- Call handling
- Excellent communication
- Analytical thinking
- Supervision and leadership
- Training & Development
- Written and Verbal communication
Timeline
Shift Supervisor
CVS Pharmacy
01.2025 - Current
Unit Clerk
USA Health University Hospital
12.2022 - 12.2024
Call Center Supervisor
Results CX
04.2020 - 12.2022
Accel Academy
Associate of Applied Science - Process Technology
Remington College
No Degree - Phlebotomy
A And O Healthcare Institute
Similar Profiles
Anastasios DonesAnastasios Dones
Pharmacist at CVS – CVS PharmacyPharmacist at CVS – CVS Pharmacy
Saravanan RSaravanan R
NA at CVS Pharmacy, CVS DOT COMNA at CVS Pharmacy, CVS DOT COM
Faiza AliFaiza Ali
Certified Pharmacy Technician at Giant Pharmacy & CVS PharmacyCertified Pharmacy Technician at Giant Pharmacy & CVS Pharmacy
Carmen D Cintrón MarreroCarmen D Cintrón Marrero
Customer Service at CVS Pharmacy/Caribe Pharmacy HoldingCustomer Service at CVS Pharmacy/Caribe Pharmacy Holding
JASON D. BONNELLJASON D. BONNELL
Shift Supervisor / Assistant Shift Supervisor / Correctional Sergeant / Officer / Transportation Officer at ASP – Red Rock Correctional FacilityShift Supervisor / Assistant Shift Supervisor / Correctional Sergeant / Officer / Transportation Officer at ASP – Red Rock Correctional Facility