Zantia Jones
Baltimore
Summary
Proactive multi-tasking leader well-known for creating a positive workplace culture and high-performing teams. Determined and experienced in mentoring and challenging team members to meet and exceed company goals. I'm highly committed with a hardworking mentality to maintain a quality of service in patient and customer care.
I am seeking to maintain a full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving expertise.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Call Center Supervisor
National Spine And Pain Centers
07.2017 - Current
- Supervised 15 direct and 12 indirect Customer Service Representative in providing excellent customer service to callers requiring assistance with appointment scheduling and clinical concerns.
- Constructed and maintained provider specific scheduling guidelines.
- Facilitated prompt communication between in office staff and scheduling representatives in efforts to address patients needs.
- Streamlined call center operations for increased efficiency by implementing new scheduling and workforce management strategies.
- Enhanced team performance with consistent coaching, feedback, and development opportunities.
- Increased first-call resolution rates by equipping agents with comprehensive knowledge of rendered services.
Pharmacy Technician Specialist
Omnicare Pharmacy
09.2013 - 07.2017
- Streamlined prescription processing with accurate data entry and verification of patient information.
- Maximized pharmacy efficiency through effective communication with staff members and adherence to procedures.
- Proactively identified potential issues or discrepancies in medication orders, collaborating closely with pharmacists to resolve them quickly.
- Entered and processed patients' prescriptions into internal system.
- Performed various pharmacy operational activities with strong commitment to accuracy, efficiency, and service quality.
Data Entry Pharmacy Technician
Correct Rx Pharmacy
09.2010 - 08.2013
- Facilitated timely order processing by promptly entering customer information and medication details into the database.
- Collaborated with pharmacists to address discrepancies or issues related to prescriptions, demonstrating strong problem-solving skills.
- Maintained up-to-date knowledge about pharmaceutical products, enabling accurate identification of medications during data entry tasks.
- Entered and processed patients' prescriptions into internal system.
- Answered incoming phone calls and addressed questions from customers and healthcare providers.
Lead Pharmacy Technician
Walgreen's Pharmacy
04.2004 - 09.2010
- Promoted teamwork among pharmacy staff, fostering a collaborative environment for improved productivity.
- Supervised junior technicians, providing guidance on best practices in pharmaceutical processes and procedures.
- Increased pharmacy revenue through effective upselling of over-the-counter products based on customer needs.
- Facilitated staff training sessions to ensure consistent adherence to industry standards and regulatory requirements.
- Stocked, labeled, and inventoried medication to keep accurate records.
- Developed and implemented improvements to pharmacy organization system.
Education
No Degree - Pharmacy Technology
Sojourner-Douglass College
Baltimore, MD03.2004
Skills
- Organizational Skills
- Team Collaboration
- Training and Time Management
- Written and Effective Communication
- Coaching and Mentoring
- Call Monitoring and Quality Assurance
- Performance Evaluation and Leadership Development
Accomplishments
Finalist in the 2024 18th Annual Stevie Awards for Sales & Customer Service. The NSPC & Acuity Partnership Category: Best Use of Technology in Customer Service – Other Service Industries Status: Finalist Nomination: NSPC’s Journey with TouchPoint One’s Acuity
Certification
National Certified Pharmacy Technician
- Pharmacy Technician, PTCB - 3/20/2004
Timeline
Call Center Supervisor
National Spine And Pain Centers
07.2017 - Current
Pharmacy Technician Specialist
Omnicare Pharmacy
09.2013 - 07.2017
Data Entry Pharmacy Technician
Correct Rx Pharmacy
09.2010 - 08.2013
Lead Pharmacy Technician
Walgreen's Pharmacy
04.2004 - 09.2010
No Degree - Pharmacy Technology
Sojourner-Douglass College
National Certified Pharmacy Technician
- Pharmacy Technician, PTCB - 3/20/2004
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