Proven Ability to Gain Customer's & Employer's Confidence and Trust Exceptional Communication and Presentation Skills Thorough Knowledge of Pharmacy Industry & Medicare/ Medicaid Programs Windows 2003/ XP/ 7, MS Word 2010, MS Office Works 2010, MS Outlook Advanced Knowledge of Pharmacy Equipment & Medical Systems Customer-oriented [Job Title] successful at troubleshooting and handling customer support issues in a timely manner.
Skilled in call center operations
Multi-line phone operation proficiency
Exceptional workflow management
Adheres to customer service procedures
Strong problem solving aptitude
Nationally Certified Pharmacy Technician10/2004
to 07/2014 DENVER HEALTH MEDICAL CENTER & HOSPITAL Ambulatory/ Primary Care & Central Fill Pharmacies – Denver,
Winner and Recipient of the Denver Health Pharmacies Employee of the Month award in the spring of 2005 in recognition for being an exceptional and outstanding employee that voluntarily went up and beyond expected/ required job duties and responsibilities.
I coordinated, typed, counted, filled, dispensed, and/ or ordered medications as well as took payment for at least 300 prescriptions on a daily basis while at the Ambulatory/ Primary Care Pharmacy for recently discharged medical center and hospital patients.
I assisted the pharmacists in the day to day operations of the pharmacy by performing duties which range from the assistance in the making of certain basic compounds to performing the inventory audit/ order in addition to the data entry of prescriptions and doing a point of sale payment transaction.
I also interacted with various medical/ pharmacy staff personnel, hospital social workers, and Medicare/ Medicaid representatives in regards to prescription and insurance clarifications/ authorizations to comply with the federal HIPPA law and its regulations.
ROBIN G.-QUEVEDO PAGE 2 I had the responsibilities of performing inventory checks/ orders, refill requests via mail order processing, prescription filling, & insurance verifications in current position at the Central Fill Pharmacy while ranging anywhere from approximately 900 to about 2,300 as an average in daily prescription mail order refill requests.
I assisted in maintaining all daily pharmacy medication records as directed by entering prescription dispensed to patient information as well as prescription changes and other data entry into a pharmacy computer system.
I also have assisted pharmacists to prepare and dispense medication via mail order by putting labels and filling bottles with either prescribed tablets or capsules.
A three time winner of the Denver Health Special Treatment & Action Award (STAR) Award in recognition of going up and beyond the expected company & industry standards for exemplary and exceptional customer service & pharmacy technician roles/ responsibilities.
Slashed payroll & health benefit/ pharmacy administrative costs by a significant percentage while ensuring the continuation and enhancements of prescription refill services in an efficient and timely fashion.
Effectively managed a high-volume of inbound and outbound customer calls.
Accurately documented, researched and resolved customer service issues.
Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
Referred unresolved customer grievances to designated departments for further investigation.
Nationally Certified Lead Pharmacy Technician01/2004 WALGREENS – Denver,
I coordinated, typed, counted, filled, and dispensed medications for approximately 450 daily prescription requests that came in via phone, fax, or walk-in contacts thus contributing to being the highest revenue grossing pharmacy store in the metropolitan Denver area district.
I also contributed as a team player to the overall efficiency and productivity of pharmacy by assuring and consistently contributing to an average consumer wait time of no longer than 20 minutes.
I spoke with at least 300 physicians, medical staff, & insurance company representatives on a weekly basis regarding prescription refills and clarification of medical terminology regarding prescriptions and their side effects for data entry and customer service purposes.
Nationally Certified Lead Pharmacy Technician01/1994
to 01/2004 Pharmacy Department – Warren Alexandria,
I coordinated, typed, counted, filled, and dispensed medications in a team player capacity for approximately 400 daily prescription requests that came in via phone, fax, & walk-in contacts resulting in at least $240,000 in yearly generated gross revenue to corporate headquarters thus being the most productive pharmacy in the district and region while still being compliant to federal law.
ROBIN G.-QUEVEDO PAGE 3.
I have contacted various & multiple physicians, medical staff, and/ or insurance company representatives on a weekly basis regarding prescription refills and clarification of medical terminology for prescriptions as well as an understanding of its side effects.
I have contributed to the store's overall productivity by being the first employee in store history to receive a perfect 100% score in a Customer Service Survey rating.
I have also received at minimum six.
different "good merit" letters from various customers regarding appreciation of my customer service skills and techniques.
I received praise from corporate headquarter management in response to these complimentary & exemplary letters.
to 01/2004 CVS PHARMACY – Warren,
Oversaw call center employees to ensure customer satisfaction goals were consistently met.
Acted professionally and patiently when addressing negative customer feedback.
Improved call center functionality and service capacity by resolving customer complaints efficiently and quickly.
Customer Service Clerk05/1989
to 06/1990 Front Retail Store, Massachusetts & Rhode Island – Swansea,
I have served in various customer service roles & responsibilities working at one point or another as a cashier in the front counter as well as being a clerk in the Hallmark Cards and Cosmetics Departments of front retail store.
Received praise from both corporate headquarter & local store management for attendance and work ethic abilities and habits.
Certification for Inventory Order & Requisition Procedures on the Lawson Portal: pharmacy tech2004Denver Health Medical Center & Hospital Center Outpatient Pharmacy-
Emphasis in [Name of Emphasis]
Certificate of Completion for Infection Control in Outpatient Pharmacy"
Pharmacy Technician Certification Board, Denver, CO 2005
National Certified Pharmacy Technician: I learned about the different kind of art from all the earlier designers.I learned codes used to renovate and remodel buildings.I learned about colors and color schemes.I made blueprints and did computer drafting.
National Certified Pharmacy Technician: 1 2000CVS Pharmacy-
Associate of Arts Degree: Interior Design1 1992Hall Institute School-
High School Diploma: 1 1990Diman Regional Vocational Technical High School-
MAI was in the painting and decorating classes in my high school which was a Vocational School.I was on the year book committee.I helped build one of the houses in 3 of my 4 years of school to donate to a local family in need. I played volleyball in my junior year.
Associate of Arts: Interior Design1992Hall institute-
administrative, basic, cashier, Customer Service, customer service skills, data entry, fashion, fax, filling, insurance, Inventory, Lawson, law, letters, medical terminology, mail, payroll, personnel, retail, team player, Technician, phone
DENVER HEALTH MEDICAL CENTER & HOSPITAL Ambulatory/ Primary Care & Central Fill Pharmacies
Front Retail Store, Massachusetts & Rhode Island
Denver Health Medical Center & Hospital Center Outpatient Pharmacy
Hall Institute School
Diman Regional Vocational Technical High School
Job Titles Held:
Nationally Certified Pharmacy Technician
Nationally Certified Lead Pharmacy Technician
Customer Service Clerk
Certification for Inventory Order & Requisition Procedures on the Lawson Portal : pharmacy tech 2004 Certificate of Completion for Infection Control in Outpatient Pharmacy"
Pharmacy Technician Certification Board, Denver, CO 2005
National Certified Pharmacy Technician : National Certified Pharmacy Technician : 1 2000 Associate of Arts Degree : Interior Design 1 1992 High School Diploma : 1 1990 Associate of Arts : Interior Design 1992
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