Stephania Harris

• Promoted to leadership position in recognition of strong work ethic and provided exceptional customer service. Provided leadership and guidance to team members, ensuring that tasks were completed on time and to a high standard. Developed strategies to increase team productivity and improve customer service levels. Trained new staff in relevant processes and procedures: TL, HD, Research. Resolved escalated customer complaints or queries promptly and efficiently. Ensured compliance with company policies and procedures throughout the team. Partnered with our Supervisor in developing plans for future projects, initiatives and objectives. Collaborated with other departments and leaders to develop effective solutions that meet customer needs. Identified opportunities for process improvements, implementing changes when required. Analyzed data from various sources to identify trends or patterns in customer behavior. Held regular one-on-one coaching sessions with staff members to encourage personal development. Implemented performance, quality and efficiency measures to achieve aggressive production goals. Offered training and support to keep team members motivated and working toward objectives. Motivated and empowered team members to build customer satisfaction and loyalty to support retention and growth. Planned and set up PowerPoints for huddles and team meetings Worked the daily open incident, error, and Medallia reports. Resolved customer inquiries and complaints requiring management-level escalation. Evaluated individual and team business performance and identified opportunities for improvement. Assisted with multiple projects such as Project 2, Disposition list, trainings, KA updates. Assisted with new hire laptop setup

Took escalated calls when customers request a supervisor. Communicate with other departments to find appropriate resolutions for customers Research transactions related to the front store, pharmacy, and gift cards. Take Spanish calls and assist Spanish speaking customers. Take executive calls requesting an executive member of CVS Pharmacy. Signed up for overtime when it is available. Provided customer service to clients through phone and email communication. Responded promptly to customer inquiries and complaints in a professional manner. Followed established procedures for processing returns, exchanges, refunds while maintaining high levels of accuracy. Participated in ongoing training programs related to job duties or responsibilities. Adhered strictly to company policies regarding confidentiality of client information. Delivered excellent service via inbound and outbound calling efforts, meeting established minimum targets. Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support. Worked the open incident report daily for our entire team providing essential feedback and closing cases accordingly. Helped guide agents that needed help with a difficult call by assisting them with the KA's, advising them on how to handle a call and de-escalate, and motivating.

Adhered strictly to all applicable laws and regulations pertaining to customer privacy rights. Answered incoming calls from customers and provided assistance with product inquiries, billing questions, other customer service related issues, and provided highest level of professionalism and knowledgeable service to every customer. Resolved customer complaints in a timely manner to ensure customer satisfaction. Utilized knowledge base to answer inquiries from customers quickly and effectively. Answered incoming calls ane emails in Spanish as well as I am bilingual. Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks. Provided top quality control and eliminated downtime to maximize revenue. Part of the PAL program and helped PAL roughly 10 agents, training to ensure they are ready and available any time they needed assistance in their time on the floor. Regularly signed up for phone and email OT when available

At the pharmacy, cross trained to acquire licensing as a pharmacy technician, CPhT and PTCB Nationally certified. Traveled to multiple different stores filling shifts and acquiring the training hours required to be certified. Certified and trained to be an immunizer and provided immunizations. Maintained daily inventory of pharmaceuticals and ensured proper storage conditions. Prepared medications for dispensing by counting, pouring, labeling, and verifying doses. Performed data entry for patient profiles, billing information and prescription orders into the pharmacy software system. Assisted pharmacists in compounding sterile products according to state regulations. Ordered drugs from wholesalers as needed and maintained records of incoming shipments. Ensured compliance with all federal, state, local laws and company policies related to pharmacy operations. Resolved customer complaints in a timely manner while maintaining professionalism at all times. Collaborated with other healthcare professionals such as nurses or physicians regarding drug therapies or treatments for patients. Checked expiration dates on medications. Reported any discrepancies or errors in medication ordering or filling processes immediately to the pharmacist on duty. Lead training new employees on pharmacy procedures. Assisted pharmacist with clearing high volume of prescriptions and responded to customer questions. Prepared prescription transfers to other pharmacies. Leveraged database to confirm validity of prescriptions, patient data and drug side effects. Received written prescription or refill requests, verifying information for completeness and accuracy. Partnered with the pharmacy manager by supervising the team. Assist Spanish speaking patients.

Greeted customers and provided excellent customer service. Assisted customers in selecting items to purchase, including providing product knowledge. Operated a cash register efficiently and accurately to process payment for goods or services purchased by the customer. Verified that all coupons, gift certificates, loyalty cards were valid before accepting them as payment for merchandise. Stocked shelves with merchandise when needed. Organized and maintained clean checkout areas. Checked expiration dates on products prior to ringing up sales. Ensured pricing accuracy by verifying prices against tags, labels, scanners. Resolved customer complaints in an efficient manner while maintaining professionalism. Answered phone calls to assist customers with questions and orders. Checked personal identifications during alcohol sales. Maintained current knowledge of store promotions to highlight sales to customers. Assisted Spanish speaking customers Helped with the photo department and money gram

Greeted customers and answered any questions they had about the store's products, services, and policies. Balanced daily transactions on a computerized point-of-sale system. Conducted price checks for special orders or discounts as requested by customers. Assisted customers over the phone regarding store operations, product information and order placement. Maintained cleanliness of checkout area including countertops, registers, windowsills and floors. Provided excellent customer service while promoting loyalty programs to increase sales potential. Adhered to loss prevention policies such as monitoring suspicious activity in order to prevent shoplifting. Assisted Spanish and Portuguese speaking customers. Kept a key to the money safe to give money to other registers when out. Promoted to the Jewelry department where I had keys to show customers the merchandise, sold expensive jewelry items such as bridal jewelry. Received the shipments of new jewelry and neatly put it away in their cases. Contacted customers for their needs and to advertise sales Helped customers apply for credit cards, special financing, care plans, and repairs. Performed jewelry inventory management duties such as stocking shelves, rotating stock, and tracking shipments. Demonstrated product knowledge to answer customer questions and inquiries. Performed floor moves, merchandising, display maintenance and housekeeping to keep sales areas well-stocked, organized and current.