Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Vanessa Hess

Fort Worth

Summary

Enthusiastic Pharmacy Operations Manager eager to contribute to team success through hard work, attention to detail, and excellent organizational skills. Motivated to learn, grow and excel in a retail pharmacy environment.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Pharmacy Operations Manager

Walgreens
07.2021 - Current
  • Supervised team of 8 pharmacy technicians.
  • Developed policies and procedures for effective pharmacy management.
  • Collaborated with store manager to maintain daily operations.
  • Implemented billing best practices, which resulted in a significant reduction in accounts receivable delays.
  • Created and implemented a leadership development, coaching, and team management model that resulted in employees being promoted to higher levels of responsibility.
  • Ordered all operational pharmacy supplies and kept check on inventory levels.
  • Was in charge of all financial transactions and management functions, as well as the strategic management of the operating budget.
  • Created and updated HIPAA, benefits administration, and general liability policies and procedures while adhering to statutory, regulatory, and local, state, and federal guidelines.
  • Communicated with patients while maintaining the confidentiality of their medical information.
  • Hired, trained, and supervised all employees, as well as providing direct supervision, ongoing staff development, and continuing education.
  • Compounding, mixing, packaging, and labeling procedures were all implemented by me.
  • Maintained proper drug storage procedures, registries, and records for controlled drugs.
  • Administered the Flu and Covid-19 on-site immunizations to promote vaccination initiatives for wellness.
  • Performed wide range of pharmacy operations with strong commitment to accuracy, efficiency and service quality.
  • Kept the pharmacy clean and orderly for a professional appearance.

Customer Care Specialist

Actalent on Contract to Alto Full Hire
08.2022 - 05.2023
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Verified accuracy of customer account information and updated when necessary.
  • Took ownership of customers issues to follow problems through to resolution.
  • Improved team performance by sharing knowledge and best practices with colleagues in regular training sessions.
  • Reduced customer complaints by efficiently resolving issues through effective communication and problem-solving skills.
  • Responded to customer inquiries via phone, email and web-based platforms.
  • Collaborated with cross-functional teams to ensure seamless service delivery for customers.
  • Managed difficult customer situations with empathy and understanding, ultimately defusing tensions and finding mutually agreeable resolutions.
  • Directed customers to appropriate departments for additional support.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Navigated multiple computer systems and applications to find information.
  • Maintained up-to-date knowledge of product and service changes.
  • Answered incoming phone calls and addressed questions from customers and healthcare providers.
  • Self-motivated, with a strong sense of personal responsibility.
  • Worked effectively in fast-paced environments.
  • Skilled at working independently and collaboratively in a team environment.
  • Worked flexible hours across night, weekend, and holiday shifts.

Senior Certified Pharmacy Technician

Walgreens
01.2020 - 07.2021
  • Double-checked patient data and billing information in order to identify and correct erroneous bills caused by system errors.
  • Followed state and federal record-keeping guidelines for legend drugs and controlled substances.
  • Took part in inventory audits for prescription pharmaceuticals and over-the-counter products.
  • Maintained a pleasant and professional demeanor with all customers and employees.
  • Advised customers on the brands of medications, medical equipment, and healthcare supplies they could buy as appropriate, or referred them to staff pharmacist for in depth assistance.
  • Used IC+ to create prescription labels, double-checking the accuracy of the patient and medication information.
  • Provided friendly customer service at the prescription drop-off and pick-up counters.
  • Ensured that proper pharmacy and general safety procedures and standards were followed, as well as that the department was kept clean.

Customer Service Representative

Walgreens
08.2019 - 12.2020
  • 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 customers efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company 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.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Greeted customers entering store and responded promptly to customer needs.
  • Worked flexible schedule and extra shifts to meet business needs.
  • Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
  • Stocked, tagged and displayed merchandise as required.
  • Handled multiple payment methods securely, minimizing discrepancies and potential losses.
  • Adapted quickly to new technologies implemented at POS systems, ensuring seamless transition periods for both staff and customers.
  • Streamlined checkout process for increased efficiency and reduced waiting times.

Caretaker

Self-Employed
01.2018 - 12.2019
  • Assisted customers in planning healthy meals, purchasing ingredients, and preparing meals to ensure that clients received adequate nutrition.
  • Did laundry, dusting, dishwashing, and vacuuming, among other things.
  • Kept people safe by removing hazards and resolving issues.
  • Provided social support to individuals by transporting them to events and activities, as well as medical appointments and shopping trips.
  • Took care of customer's pets including walking, bathing, grooming, vet appointments, administering medications, and feeding.

Courier Driver

Favor Delivery
06.2017 - 02.2018

Beauty Sales Associate

Sally Beauty
08.2012 - 03.2013
  • Was responsible for opening and closing the store on my own when necessary, as well as preparing the nightly bank drop for the manager.
  • Assisted customers in locating and selecting merchandise in any store department.
  • Educated customers about promotions to increase sales.
  • Restocked the sales floor and reorganized the shelves, racks, and bins.
  • Kept my knowledge of store sales, payment policies, and security standards up to date.
  • Gave product demonstrations to highlight features and refocus objections on the positive aspects of the product.
  • Helped customers sign up for store loyalty programs and explained the benefits in detail.
  • Was in charge of in-store promotional signage and displays, as well as restocking merchandise from returns.
  • Taught new associates how to operate the cash register, including how to open it, conduct customer transactions, and balance the drawer.

Education

Associate of Arts - Business Administration

American InterContinental University Houston Campus
Houston, TX
01.2009

High School - undefined

Aledo High School
Aledo, TX
01.2005

Skills

  • Training and Development
  • Medication dispensing
  • Drug inventory management
  • Relationship building and retention
  • Immunizations
  • Wellness services
  • Profit improvements
  • Inventory and restocking
  • Project oversight
  • Loss prevention management
  • Staff management
  • Commercial insurance billing

Certification

  • Texas State Board of Pharmacy Certified Technician
  • PTCB Certification

Timeline

Customer Care Specialist

Actalent on Contract to Alto Full Hire
08.2022 - 05.2023

Pharmacy Operations Manager

Walgreens
07.2021 - Current

Senior Certified Pharmacy Technician

Walgreens
01.2020 - 07.2021

Customer Service Representative

Walgreens
08.2019 - 12.2020

Caretaker

Self-Employed
01.2018 - 12.2019

Courier Driver

Favor Delivery
06.2017 - 02.2018

Beauty Sales Associate

Sally Beauty
08.2012 - 03.2013

Associate of Arts - Business Administration

American InterContinental University Houston Campus

High School - undefined

Aledo High School

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Vanessa Hess