Viola "Ann" Palmer
Gaffney
Summary
Customer service professional with sharp focus on enhancing customer experiences and streamlining processes. Valued for fostering teamwork and driving results through adaptive strategies and effective communication. Known for problem-solving abilities and customer-centered approach.
Overview
36
36
years of professional experience
Work History
Customer Service Manager
Omnicare, CVS Health
06.2013 - Current
- Established key performance indicators, monitoring team performance against organizational goals.
- Established strong relationships with clients, promoting trust and loyalty in our brand.
- Identified opportunities for process improvements, leading to increased efficiency in handling customer concerns.
- Conducted regular performance reviews, providing constructive feedback and coaching to drive professional growth.
- Resolved escalated customer service inquiries and complaints to maintain satisfaction.
- Coached and mentored service representatives to deliver polite, professional customer interactions.
Customer Service Supervisor
Omnicare, CVS Health
01.2010 - 06.2013
- Oversaw daily operations, ensuring compliance with company policies and quality standards.
- Trained and mentored team members to enhance customer service skills and operational efficiency.
- Implemented process improvements that streamlined workflows and improved response times.
- Has maintained staffing including payroll review and submission using ADP (Automatic Data Processing).
- Provide invoicing for a broad range of clients spanning different states and deadlines.
- Coordinate with other departments within Omnicare to reach a positive outcome for both the customer and the company.
Customer Service Lead
Entertainment Distribution Company
06.1990 - 05.2009
- Resolved customer inquiries using company resources and tools to ensure timely support.
- Collaborated with team members to streamline processes for quicker resolution of customer issues.
- 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.
- Monitored delivery dates and sets priorities in accordance with customer requirements and manufacturing capabilities.
Education
Certification - Medical Billing & Coding
Spartanburg Community College
Spartanburg07-2009
Bachelor of Science - Sociology & Minor Elementary Education
Charleston Southern University
Charleston, South Carolina, SC05-1990
Skills
- Client support
- Strategic decision-making
- Excellent time management skills
- Effective workflow management
- Professional telephone communication
- Effective relationship management
- Managing escalated issues
- Positive and constructive feedback
- Effective verbal communication
- Problem-solving
- Microsoft outlook, office, word, and Excel
- Customer focused
Timeline
Customer Service Manager
Omnicare, CVS Health
06.2013 - Current
Customer Service Supervisor
Omnicare, CVS Health
01.2010 - 06.2013
Customer Service Lead
Entertainment Distribution Company
06.1990 - 05.2009
Certification - Medical Billing & Coding
Spartanburg Community College
Bachelor of Science - Sociology & Minor Elementary Education
Charleston Southern University