Sharon Trowell
Louisville,KY
Summary
Results-driven Senior Customer Success Specialist with expertise in customer relationship management, issue resolution, and complaint de-escalation. Proven ability to enhance customer satisfaction through effective communication and service documentation.
Overview
34
34
years of professional experience
Work History
Senior Customer Success Specialist
Computershare Inc
Louisville, Kentucky
10.2016 - Current
- Drove higher customer satisfaction through effective problem resolution and informed service.
- Managed escalated customer issues with composed, professional communication, fostering customer trust.
- Resolved customer concerns efficiently, ensuring adherence to service standards.
- Utilized approved scripts to effectively de-escalate upset customers during telephone conversations.
- Collected key service details through probing questions and documented information accurately in electronic systems.
Pharmacy Technician
CVS Pharmacy
Louisville, Kentucky
09.1992 - 10.2016
- Prepared medications for dispensing by accurately counting, pouring, labeling, and verifying doses to ensure patient safety and compliance.
- Assisted pharmacists in filling prescriptions accurately and efficiently.
- Entered patient profiles, billing information, and prescription orders into a pharmacy software system, enhancing data accuracy and facilitating seamless workflow.
- Created new customer profiles and updated demographics, allergies, and new medications in pharmacy computer systems.
- Resolved customer complaints promptly, ensuring customer satisfaction while upholding professional standards.
- Assisted in training new employees on pharmacy procedures.
- Participated in continuing education and training to stay current with pharmacy practices and technology.
Education
BBA - Business Management
Eastern Kentucky University
Richmond, KY05-1986
Skills
- Customer relationship management
- Issue resolution
- Complaint de-escalation
- Telephone support
- Service documentation
- Customer interaction
Timeline
Senior Customer Success Specialist
Computershare Inc
10.2016 - Current
Pharmacy Technician
CVS Pharmacy
09.1992 - 10.2016
BBA - Business Management
Eastern Kentucky University