Sonia Avila-Villapando
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. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Contact Center Supervisor/ Eligibility Specialist
CPSC
12.2021 - Current
- Facilitated regular team meetings to discuss challenges, successes and strategies.
- Consistently met or exceeded revenue targets by motivating agents to upsell products or services when appropriate.
- Supported new technology implementations, leading change management efforts within the team for seamless adoption of new systems or processes.
- Facilitated open communication channels between staff members through regular meetings encouraging dialogue on concerns or suggestions.
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
Contact Center Representative
Covered California
03.2019 - 11.2021
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Maintained detailed records of customer interactions, ensuring accurate documentation for future reference.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Collaborated with cross-functional teams to provide seamless support for customers during various stages of the service process.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Enhanced team productivity through effective collaboration and communication with colleagues.
- Approved and terminated customer contracts upon request.
Pharmacy Technician
Caruthers Pharmacy
03.2013 - 07.2017
- 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.
- Set up and modified patient profiles to include current medications and insurance details.
- Answered incoming phone calls and addressed questions from customers and healthcare providers.
- Stocked, labeled, and inventoried medication to keep accurate records.
- Ordered medicines daily to replenish stock and increase inventory in anticipation of need.
- Contributed to the reduction of prescription wait times by promptly addressing refill requests and insurance authorizations.
- Improved patient satisfaction by efficiently processing prescriptions and managing inventory in a timely manner.
Pharmacy Technician
Rite Aide Pharmacy
04.2011 - 08.2013
- Contributed to the reduction of prescription wait times by promptly addressing refill requests and insurance authorizations.
- Improved patient satisfaction by efficiently processing prescriptions and managing inventory in a timely manner.
- Solved customer problems in-person or over telephone by providing assistance with placing orders, navigating systems, and locating items.
- Answered incoming phone calls and addressed questions from customers and healthcare providers.
- Stocked, labeled, and inventoried medication to keep accurate records.
- Increased overall pharmacy productivity by restocking supplies, organizing shelves, and maintaining cleanliness according to standards.
Pharmacy Technician
Walgreens
10.2009 - 03.2011
- Developed and implemented improvements to pharmacy organization system.
- Liaised with other pharmacies to eliminate issues related to product expiration.
- Stocked, labeled, and inventoried medication to keep accurate records.
- Increased overall pharmacy productivity by restocking supplies, organizing shelves, and maintaining cleanliness according to standards.
- Counted and labeled prescriptions with correct item and quantity.
- Managed time efficiently in order to complete all tasks within deadlines.
- Gained strong leadership skills by managing projects from start to finish.
Education
No Degree - Pharmacy Technician
Institute of Technology - Redding
Redding, CA02.2009
Associate of Science - Medical Assisting
Heald College
Fresno, CA04.2005
High School Diploma -
Lemoore High School
Lemoore, CA06.2003
Skills
- Business Administration
- Training delivery
- Timekeeping abilities
- Scheduling proficiency
- Quality Assurance
- Document Management
- Effective coaching
- Call Monitoring
- Flexible and Adaptable
Accomplishments
- Supervised team of 15 staff members.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Resolved product issue through consumer testing.
Certification
- Certified Positive Psychology Coach, self-employed - 1 year
- Certified Herbalist, Self-Employed - 1 year
Languages
Spanish
Native or Bilingual
Timeline
Contact Center Supervisor/ Eligibility Specialist
CPSC
12.2021 - Current
Contact Center Representative
Covered California
03.2019 - 11.2021
Pharmacy Technician
Caruthers Pharmacy
03.2013 - 07.2017
Pharmacy Technician
Rite Aide Pharmacy
04.2011 - 08.2013
Pharmacy Technician
Walgreens
10.2009 - 03.2011
No Degree - Pharmacy Technician
Institute of Technology - Redding
Associate of Science - Medical Assisting
Heald College
High School Diploma -
Lemoore High School
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