Samantha Matthews
Baltimore
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Knowledgeable and dedicated customer service professional. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Detail-oriented, dedicated, hard-working, reliable and accurate professional who delivers courteous and exceptional service at all times by exceeding customer expectations and building lasting customer relations.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
Giant Food Stores
03.2024 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
Bartender
Mothers
10.2023 - 03.2024
- Developed loyal clientele by consistently delivering outstanding service and engaging in friendly conversation.
- Kept bar presentable and well-stocked to meet customer needs.
- Increased customer satisfaction by providing excellent service and crafting high-quality cocktails.
- Followed alcohol awareness procedures for preventing excessive guest intoxication.
- Reduced wait times for drinks by efficiently managing the bar area and prioritizing orders.
- Enhanced overall guest experience by promptly addressing concerns and resolving issues professionally.
Security Consultant
Slomin's Home Security
01.2021 - 09.2023
- Conducted regular follow-ups with clients to maintain engagement and drive upsell opportunities.
- Implemented time management techniques effectively to maximize productivity while balancing multiple projects concurrently.
- Exceeded sales targets consistently by employing effective sales strategies and maintaining a deep understanding of industry trends.
- Attended industry conferences and networking events to stay updated on market trends and expand professional network.
- Maintained detailed records of all client interactions, ensuring accurate reporting and efficient organization in managing accounts.
- Developed strong relationships with clients, resulting in repeat business and referrals for new customers.
Bartender
Carolina Ale House- LM Hospitality
04.2018 - 03.2020
- Served high customer volumes during special events, nights, and weekends.
- Managed cash handling duties responsibly, ensuring accurate accounting at the end of each shift.
- Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers, and taking inventory.
- Efficiently opened or closed the bar according to established procedures, ensuring preparedness for each shift.
- Maintained a clean and organized workspace, ensuring compliance with health and safety regulations.
Patient Care Coordinator
General Dynamics
03.2018 - 02.2020
- Interview patients on a recorded line to determine how they can be assisted in receiving authorizations for their medication and procedures
- Assist with medical necessity documentation to expedite approvals and ensure that appropriate follow-up is performed
- Develop and implement prior authorization workflow, policies and procedures
- Collaborate with other departments to assist in obtaining pre-authorizations in a cross functional manner
- Review accuracy and completeness of information requested and ensure that all supporting documents are present
- Receive requests for pre-authorizations and ensure that they are properly and closely monitored
- Consult with supervisor or nurse manager to obtain clearance that treatment regimen is considered a medical necessity
- Process referrals and submit medical records to insurance carriers to expedite prior authorization processes
- Manage correspondence with insurance companies, physicians, specialists and patients as required
- Look through denials and submit appeals in a bid to get them approved from insurance companies
- Create patients' records and accounts and ensure that pre-authorization information is properly updated in them
- Secure patients' demographics and medical information by using great discretion and ensuring that all procedures are in sync with HIPPA compliance and regulation.
Sr. Certified Pharmacy Technician
Walgreens
05.2016 - 03.2018
- Assisted the pharmacists with checking in inventory, pricing drug orders, third party transactions and relevant paperwork
- Correctly completed pharmacy paperwork, including daily and weekly reports
- Properly compounded and reconstituted oral liquids and dispensed medications as prescribed by doctors and dentists
- Implemented standard procedures for mixing, packaging and labeling pharmaceuticals to ensure quality, security and proper disposal
- Checked prescriptions for appropriate dosage, drug interactions, allergies and contraindications before dispensing medications and hand counted all control medications
- Helped achieve pharmacy business objectives by increasing sales and gross margins by 32% by increasing 90 day prescriptions
- Recommended appropriate clinical programs such as immunization and MTM (Medication Therapy Management)
- Communicated regularly with physicians, nurses, insurance companies and managed care organizations
- Increased pharmacy profit margins and saved patients money by offering therapeutically equivalent and more cost-effective generic drugs.
Pharmacy Technician
Walgreens
07.2013 - 05.2016
- Properly filled and dispensed an average of 400 prescriptions per day by working efficiently
- Effectively resolved insurance rejections and other billing issues by finding the problem and providing a solution in a timely manner
- Ensured proper supply levels by managing drug and supply inventories, making sure we had the necessary medications
- Decreased patient wait time while increasing patient satisfaction by assisting other pharmacy staff with drug inventory, purchasing and receiving
- Properly cleaned and maintained department equipment such as compounding hoods, scales and medication filling areas
- Conducted routine inspections of medication storage locations making sure that the areas were within guidelines and in high sanitary conditions
- Made sure patient safety was the primary concern by regularly stocking shelves, rotating stock and checking for expired medications
- Completed new and updated patient profiles, including lists of patient medications and contact and preference information
- Pre-packaged bulk medicines, filled bottles with prescribed medications and affixed correct labels
- Receptively answered customer questions and helped locate desired items in the pharmacy and as well on the sale floor.
Education
Bachelor of Science - Cell Biology And Anatomy
North Carolina State University
Raleigh, NC05.2020
High School Diploma -
Middleburg High School
01.2014
Skills
- HIPAA
- Intravenous admixture preparation
- Professional telephone demeanor
- Pharmacy and customer records management
- FDA and ICH Guidelines
- Conflict Resolution
- Confidentiality and HIPAA
- Money handling abilities
- Manual and automated medication dispensing
- Updating medication histories
- Patient confidentiality
- New Hire Onboarding
- Drug utilization review
- FDA Drug Safety Guidelines
- Medicare and Medicaid process
- Patient education and counseling
- Drug Formulation and Compounding
- Assisting pharmacists
- Receiving incoming supplies
- Drug inventory management
Timeline
Customer Service Representative
Giant Food Stores
03.2024 - Current
Bartender
Mothers
10.2023 - 03.2024
Security Consultant
Slomin's Home Security
01.2021 - 09.2023
Bartender
Carolina Ale House- LM Hospitality
04.2018 - 03.2020
Patient Care Coordinator
General Dynamics
03.2018 - 02.2020
Sr. Certified Pharmacy Technician
Walgreens
05.2016 - 03.2018
Pharmacy Technician
Walgreens
07.2013 - 05.2016
Bachelor of Science - Cell Biology And Anatomy
North Carolina State University
High School Diploma -
Middleburg High School
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