Kristal Giesel
Prime Therapeutics LLC
Joplin
1
Certification
23
years of professional experience
Customer Service Professional specialized in enhancing customer satisfaction and streamlining support processes. Improved operational efficiency through collaborative problem-solving and empathetic communication, while delivering network and software support with a strong focus on user experience. Committed to driving technological advancements and optimizing processes in fast-paced environments.
Work History
Customer Support Specialist
3 Years 7 Months- Resolved customer inquiries efficiently through multi-channel support, enhancing overall satisfaction and retention.
- Analyzed customer feedback to develop tailored solutions, improving response times and service quality.
- Collaborated with cross-functional teams to identify and implement process improvements for service delivery.
- Trained new staff on customer service protocols, fostering a knowledgeable and effective support team.
- Developed training materials that improved onboarding efficiency for new Customer Support Specialists.
- Mentored junior team members in best practices for handling complex customer issues, promoting skill development.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Helped a large volume of customers every day with a positive attitude and focus on customer satisfaction.
- Conducted regular training sessions for new team members, promoting best practices in customer support operations.
Lead Pharmacy Technician
4 Years 4 Months- Received and verified written prescription or refill requests for completeness and accuracy.
- Establish or maintain patient profiles, including lists of medications taken by individual patients.
- Answered telephones to address customer inquiries and provide assistance., responding to questions or requests.
- Assisted customers by answering inquiries, locating items, or referring to pharmacist for medication guidance.
- Compute charges for medication or equipment dispensed to hospital patients and enter data in computer.
- Prepared and processed medical insurance claims and maintained accurate records.
- Mentored and trained junior pharmacy technicians on best practices and operational procedures.
- Collaborated with healthcare professionals to ensure accurate patient medication profiles and prescriptions.
- Answered incoming phone calls and addressed questions from customers and healthcare providers.
- Stocked, labeled, and inventoried medication to keep accurate records.
- Resolved non-routine issues like third-party billing, computer system, and customer service issues.
Director
7 Years 1 Month- Oversaw budget management and resource allocation to optimize operational efficiency.
- Developed and implemented educational programs to enhance child development outcomes.
- Led training sessions for staff, promoting best practices in early childhood education.
- Collaborated with parents and community organizations to support children's holistic growth.
- Mentored junior staff, fostering a collaborative and supportive work environment.
- Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
- Established a culture of continuous improvement by fostering open communication channels and empowering employees to voice their ideas.
Education
High School Diploma
Skills
CRM management
Salesforce
CRM tools
Issue resolution
Process improvement
Customer relationship management
CRM tools
Customer service excellence
Interpersonal Skills
Certification
Nationally Certified Pharmacy Technician
Timeline
Customer Support Specialist
Prime Therapeutics LLC
2023.01 - CurrentRead More
Lead Pharmacy Technician
Monarch Pharmacy
2017.09 - 2022.01Read More
Director
New Horizons Child Development Center
2003.07 - 2010.08Read More
Edmond Memorial High School
High School Diploma
Read More