Summary
Overview
Work History
Education
Skills
Timeline
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Trachelle McNeill

Columbus,OH

Summary

Dynamic Customer Support Specialist with proven expertise at CVS Pharmacy in enhancing customer satisfaction through effective problem-solving and active listening. Skilled in CRM software, I successfully resolved complex issues, fostering loyalty and repeat business. Recognized for maintaining professionalism under pressure and delivering exceptional service in high-stress environments.

Overview

10
10
years of professional experience

Work History

Customer Support Specialist

CVS Pharmacy
03.2022 - 07.2025
  • Developed strong relationships with clients, resulting in repeat business and positive feedback.
  • Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
  • Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
  • Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.
  • Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
  • Collaborated with cross-functional teams to address customer concerns and improve overall service quality.
  • Implemented effective troubleshooting techniques for faster problem resolution and improved customer satisfaction levels.

Pharmacy Technician

Cigna
05.2018 - 06.2022
  • Answered incoming phone calls and addressed questions from customers and healthcare providers.
  • Stocked, labeled, and inventoried medication to keep accurate records.
  • Enhanced pharmacy workflow by assisting pharmacists with medication dispensing, labeling, and packaging.
  • Calculated dosage, filled prescriptions, and prepared prescription labels with absolute accuracy.
  • Promoted patient confidentiality by adhering to HIPAA regulations when handling personal information during transactions.
  • 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.
  • Provided exceptional customer service, fostering positive relationships with both new and returning patients at the pharmacy counter.
  • Entered and processed patients' prescriptions into internal system.
  • Communicated with patients to collect information about prescriptions and medical conditions or arrange consultations with pharmacists.

Customer Service Representative

Teleperformance
12.2015 - 04.2018
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
  • Improved resolution time with effective problem-solving for customer complaints.
  • Boosted team morale by consistently recognizing colleagues' contributions and achievements.
  • Trained new Customer Service Representatives on company policies, procedures, and best practices.
  • Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
  • Addressed customer inquiries to ensure satisfaction and foster positive service experience.

Education

Associates Criminal Justice - Criminology

Tiffin University
Tiffin, OH
12.2015

GED - General Studies

Southview High School
Lorain, OH
05.2011

Skills

  • Problem-solving
  • Complaint handling
  • Customer relationship management (CRM)
  • CRM software
  • Data entry
  • Help desk support
  • Call center experience
  • Conflict resolution
  • Live chat support
  • Ticket management
  • Active listening

Timeline

Customer Support Specialist

CVS Pharmacy
03.2022 - 07.2025

Pharmacy Technician

Cigna
05.2018 - 06.2022

Customer Service Representative

Teleperformance
12.2015 - 04.2018

Associates Criminal Justice - Criminology

Tiffin University

GED - General Studies

Southview High School

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Trachelle McNeill