Tylonda Williams
Jackson,MS
Summary
Customer service professional with strong background in delivering exceptional support and customer satisfaction in high-volume environments. Known for excellent communication skills and ability to resolve issues promptly. Highly collaborative and adaptable, ensuring team success and consistently meeting targets.
Overview
26
26
years of professional experience
1
1
Certification
Work History
Call Center Representative
Mississippi Urology Clinic
10.2023 - Current
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
- Mentored new hires as they navigated our systems and protocols, fostering teamwork within the call center.
- Trained staff on operating procedures and company services.
- Acted as first point of contact and set appointments for prospective clients.
- Answered phone calls and answered questions from potential customers.
- Acted as a reliable point of contact for clients, addressing concerns or questions about their appointments with professionalism and tact.
- Enhanced customer satisfaction with timely and accurate appointment confirmations and reminders.
- Developed strong relationships with clients, providing personalized service when booking, rescheduling, or canceling appointments.
- Set up appointments with interested customers according to schedule availability.
- Opened new accounts and documented personal, demographic, and payment information in system.
Pharmacy Technician
Walmart
06.2013 - 01.2024
- 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.
- Solved customer problems in-person or over telephone by providing assistance with placing orders, navigating systems, and locating items.
- Counted and labeled prescriptions with correct item and quantity.
- Assisted in maintaining a clean and organized work environment, ensuring compliance with safety regulations.
- Increased overall pharmacy productivity by restocking supplies, organizing shelves, and maintaining cleanliness according to standards.
- 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.
- Performed various pharmacy operational activities with strong commitment to accuracy, efficiency, and service quality.
- Consulted with insurance company representatives to complete claims processing, resolve concerns, and reconcile payments.
- Communicated with patients to collect information about prescriptions and medical conditions or arrange consultations with pharmacists.
- Promoted patient confidentiality by adhering to HIPAA regulations when handling personal information during transactions.
- Collected co-payments or full payments from customers.
- Assisted pharmacists in preparing and dispensing medications to ensure patient safety.
Pharmacy Technician
Infusion Plus
10.2018 - 10.2023
- 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.
- Counted and labeled prescriptions with correct item and quantity.
- Assisted in maintaining a clean and organized work environment, ensuring compliance with safety regulations.
- Assisted in maintaining Joint Commission accreditation standards through strict adherence to established policies and procedures regarding IV medication preparation and dispensing.
- Mitigated risks associated with mixing incompatible drugs by staying current on compatibility data from reliable sources such as Micromedex or Trissel's Handbook on Injectable Drugs.
- Contributed to quality assurance efforts by conducting regular audits of sterile compounding processes and documentation.
- Optimized resource utilization by closely monitoring stock levels and placing orders for essential supplies as needed.
- Reduced medication errors with diligent attention to detail when calculating dosages and measuring ingredients.
- Enhanced medication safety by accurately preparing and dispensing IV medications according to established protocols.
- Ensured proper disposal of hazardous waste materials following institutional policies and procedures to maintain a safe working environment for employees.
- Upheld strict aseptic technique while compounding sterile preparations for infusion therapy.
- Completed routine inspections of laminar flow hoods and other equipment used in the preparation of sterile compounds, ensuring consistent functionality and cleanliness standards were met.
- Maintained compliance with USP 797 guidelines for the safe handling of hazardous drugs, reducing potential risks associated with exposure.
- Performed regular audits on pharmacy inventory levels to prevent stock shortages or wastage.
- Ensured proper storage of IV medications, adhering to temperature and light exposure guidelines.
- Improved patient safety by accurately preparing and labeling IV medications.
- Assisted in the training of new pharmacy technicians, ensuring competency in all aspects of the role.
- Maintained a safe work environment by adhering to strict sterile compounding procedures and following infection control protocols.
- Managed opening and closing duties for pharmacy.
Pharmacy Technician
Hinds Behavioral Health Services
08.2005 - 10.2018
- Answered incoming phone calls and addressed questions from customers and healthcare providers.
- Stocked, labeled, and inventoried medication to keep accurate records.
- Promoted patient confidentiality by adhering to HIPAA regulations when handling personal information during transactions.
- Performed various pharmacy operational activities with strong commitment to accuracy, efficiency, and service quality.
- Supported inventory management initiatives through accurate record-keeping of received shipments and expired medications for disposal purposes.
- Maintained clean and organized work environment, adhering to health and safety standards.
- Implemented system for tracking expired medications, ensuring pharmacy compliance with regulations.
- Managed medication inventory, ensuring availability of all necessary drugs.
- Developed and implemented improvements to pharmacy organization system.
- Coordinated with physicians and insurance agency representatives for speedy resolution of prescription discrepancies.
- Communicated with insurance companies resolving billing issues promoting seamless coverage for customers.
- Served as a reliable resource for physicians regarding prescription clarification requests, promoting efficient communication between healthcare professionals.
- Managed opening and closing duties for pharmacy.
Pharmacy Technician
Merit Health River Oaks Hospital
09.2003 - 05.2013
- Answered incoming phone calls and addressed questions from customers and healthcare providers.
- Stocked, labeled, and inventoried medication to keep accurate records.
- Utilized advanced computer systems for prescription processing tasks such as inputting orders, updating patient profiles, and generating labels accurately.
- Demonstrated strong attention to detail when preparing customized compound medications per pharmacist instructions meeting the unique needs of individual patients.
- Mentored new pharmacy technicians during their training period, fostering a supportive team atmosphere focused on delivering quality patient care.
- Maintained a clean and safe work environment, adhering to established guidelines for infection control and hazardous waste management.
- Ordered medicines daily to replenish stock and increase inventory in anticipation of need.
- Calculated dosage, filled prescriptions, and prepared prescription labels with absolute accuracy.
- Restocked pharmacy shelves with current merchandise to drive consistent peripheral sales.
- Effectively managed high-pressure situations by prioritizing tasks focusing on time-sensitive needs.
- Ensured accurate dosage calculations and proper labeling of medications, improving overall patient safety.
- Counted, measured and compounded medications following standard procedures.
- Upheld a high standard of aseptic technique in the preparation of parenteral nutrition solutions, promoting positive patient outcomes.
- Assisted in maintaining Joint Commission accreditation standards through strict adherence to established policies and procedures regarding IV medication preparation and dispensing.
- Assisted in minimizing patient wait times through efficient preparation and delivery of IV medications to nursing units.
- Enhanced medication safety by accurately preparing and dispensing IV medications according to established protocols.
- Managed opening and closing duties for pharmacy.
Pharmacy Technician
St Dominic Hospital
06.2003 - 09.2003
- Answered incoming phone calls and addressed questions from customers and healthcare providers.
- Communicated with prescribers to verify medication dosages, refill authorizations, and patient information.
- Counted, measured and compounded medications following standard procedures.
- Maintained proper drug storage procedures, registries, and records for controlled drugs.
- Restocked automated medication dispensing equipment.
- Prepared intravenous solutions, admixtures, respiratory drugs, and other solutions using aseptic techniques.
- Enhanced patient care by accurately filling and dispensing medications under the supervision of a licensed pharmacist.
- Upheld strict confidentiality standards by safeguarding sensitive patient information in accordance with HIPAA regulations.
- Participated in continuing education opportunities to stay current with evolving pharmaceutical trends and advancements.
- Ensured proper storage and organization of pharmaceutical products, maintaining a clean and efficient pharmacy environment.
- Achieved certification as a Registered Pharmacy Technician through rigorous training and examination processes.
- Assisted pharmacists in preparing and compounding medication, enabling timely delivery to patients in need.
- Stocked, labeled, and inventoried medication to keep accurate records.
- Calculated dosage, filled prescriptions, and prepared prescription labels with absolute accuracy.
- Performed wide range of pharmacy operations with strong commitment to accuracy, efficiency and service quality.
- Counted and labeled prescriptions with correct item and quantity.
- Managed opening and closing duties for pharmacy.
Pharmacy Technician
Greenwood Leflore Hospital
12.1998 - 06.2003
- Answered incoming phone calls and addressed questions from customers and healthcare providers.
- Trained new pharmacy technicians on proper procedures and best practices, ensuring consistent quality of service.
- Stocked, labeled, and inventoried medication to keep accurate records.
- Completed paperwork, entering prescription and insurance or billing information into patient profiles.
- Enhanced patient care by accurately filling and dispensing prescriptions in a timely manner.
- Increased customer satisfaction by delivering friendly, personalized service during transactions.
- Maintained accurate inventory levels for efficient pharmacy operations and cost control.
- Assisted in preparation, distribution and storage of pharmaceuticals.
- Reviewed and verified customer information and insurance provider information.
- Restocked pharmacy shelves with current merchandise to drive consistent peripheral sales.
- Maintained drug inventory levels by ordering necessary medications and supplies.
- Implemented measures to minimize wait times for prescription pickups, enhancing overall customer experience.
- Ordered medicines daily to replenish stock and increase inventory in anticipation of need.
- Entered and processed patients' prescriptions into internal system.
- Performed various pharmacy operational activities with strong commitment to accuracy, efficiency, and service quality.
- Managed opening and closing duties for pharmacy.
Education
High School Diploma -
Greenwood High School
Greenwood, MSEducation
Rust College
Holly Springs, MSSkills
- Problem-solving skills
- Verbal and written communication
- Resolving issues
- Inbound phone calls
- Communicating with clients
- Professional phone voice
- Drug storage procedures
- Pharmacist support
- Manual and automated medication dispensing
- Pharmacy and customer records management
- HIPAA
- Advanced math skills
- Sterile technique
- Intravenous admixture preparation
Certification
- Registered Pharmacy Technician - State Boards of Pharmacy.
- CPR/AED Certification
Timeline
Call Center Representative
Mississippi Urology Clinic
10.2023 - Current
Pharmacy Technician
Infusion Plus
10.2018 - 10.2023
Pharmacy Technician
Walmart
06.2013 - 01.2024
Pharmacy Technician
Hinds Behavioral Health Services
08.2005 - 10.2018
Pharmacy Technician
Merit Health River Oaks Hospital
09.2003 - 05.2013
Pharmacy Technician
St Dominic Hospital
06.2003 - 09.2003
Pharmacy Technician
Greenwood Leflore Hospital
12.1998 - 06.2003
High School Diploma -
Greenwood High School
Education
Rust College
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