15215 West 125th Street Olathe, KS 66062913-850-2634 | erica.gilbert@caremark.com

Objective

My goal is to provide excellent Team Management in a positive company atmosphere, to promote my team members to willingly follow me, rather than to lead by force.

Qualifications

Supervisor skills – managing up to 50 employees Maintaining Metrics for a team to support productivity Garners team respect and unity through efficient problem resolution Exemplifies leadership by promoting excellent customer service and working with individual Pharmacy reps to

develop their skill set and service levels Coordinating zero error mandate by REMS and Manufacturer protocols by reviewing orders to correct mistakes Train and mentor new team members with ongoing team support Manage escalated issues from clients and patients from any internal/external departments Demonstrate and promote excellent communication skills to other departments, outside entities, and patients Exhibit excellent record keeping skills Currently certified by the National Pharmacy Technician Certification Board

Technical Skills

Responsible for the development and leadership of pharmacy/call center employees to ensure smooth and efficient operations as well as a high level of employee engagement.

Quality management and monitoring, involving call review and scoring, coaching and development to ensure quality customer service while following policies and procedure adherence.

Responsible for the day to day call center operations overseeing multiple programs. Handle advanced escalations and team lead inquiries. Responsible for daily task assignments and production queue monitoring to manage production. The ability to identify and trouble shoot customer and program problems, that exist in the order management

systems, Effectively resolve and/or communicate needed resolution/escalation or propose operational process changes to my

Manager or Director. Adherence to HR policies and procedures Interviewing and hiring of new employees Coaching and development, annual employee reviews, and progressive discipline including terminations. Maintain basic operational spreadsheets and trending issues/concerns. Fluent in medical terminology Experience with Inventory Control Systems Strong knowledge of insurance claim processes and rejection resolution Familiar with Prescription data entry Software Expertise includes: CATS, Outlook, Peoplesafe, CAS, Sparcs, Sharepoint, Excel, Powerpoint, Word,

AS400, Avaya, Silverlink, Compass, Momentum, Success factor,

Erica Gilbert, CPhT.Erica Gilbert, CPhT.

Awards/Recognition

Numerous “I got caught caring” Awards (certificate issued when a customer compliment was given) Many Trio Awards (monetary award for excellent customer service) Multiple Perfect Attendance Awards

Education

Brown Mackie College Jan 2001- June 2002Associates of Applied Science- Incomplete Major: Medical Assistant

Pharmacy Technician Certification Board March 31, 2003Nationally Certified Pharmacy Technician

Work History

CVS|Caremark 2008 – Present Specialty Pharmacy Supervisor

2006-2008 Pharmacy Service Rep I/II/III – Team Lead

Prescription Solutions 2006 – 2006 Pharmacy Intervention Area Rep.

Synergy Staffing/BSAIF 2005 – 2005 Workman's Comp. Claim Rep.

AMI Metals, Inc. 2004 – 2005 Lead Shipping and Test Report Coordinator

James Ray Co., Inc. 2003 – 2004 Executive Assistant, Payroll, Accounting

Walgreens 2003 – 2003 Certified Pharmacy Technician

Medicine Shoppe 2001 – 2003 Lead Pharmacy Technician

Osco Drug 1998 – 2001 Pharmacy Technician

*References available upon request