Jenna Trosky
Norfolk
Summary
Detail-oriented Pharmacy Technician experienced in preparing, filling, and labeling medications with accuracy. Achieved operational efficiency through effective prescription processing and inventory management while fostering positive patient relationships. Focused on maintaining regulatory compliance and enhancing customer satisfaction in fast-paced environments.
Overview
7
7
years of professional experience
Work History
Pharmacy Technician/Member Engagement Representative
CVS Pharmacy/Signify Health/Remote
Norfolk
10.2023 - Current
- Processed prescription orders efficiently and accurately for diverse patient needs.
- Assisted pharmacists in preparing and dispensing medications to customers.
- Managed inventory levels, ensuring availability of essential pharmaceutical supplies.
- Educated patients on medication usage and potential side effects effectively.
- Operated pharmacy software to maintain accurate patient records and prescription histories.
- Collaborated with healthcare providers to resolve prescription-related issues promptly.
- Trained new pharmacy staff on operational procedures and customer service protocols.
- Ensured compliance with healthcare regulations and safety standards consistently.
- Prepared medications for dispensing by counting, pouring, labeling, and verifying doses.
- Teamed with peers, technicians and pharmacists to prioritize and complete orders.
- Performed data entry for patient profiles, billing information and prescription orders into the pharmacy software system.
- Created new customer profiles and updated demographics, allergies, and new medications in pharmacy computer systems.
- Managed filing of prescriptions, both electronically and manually.
- Checked expiration dates on medications to ensure that only unexpired products were dispensed.
- Assisted pharmacist with clearing high volume of prescriptions and responded to customer questions.
- Restocked shelves with new supplies of medications as needed.
- Resolved customer complaints in a timely manner while maintaining professionalism at all times.
- Assisted in training new employees on pharmacy procedures.
- Organized work areas so that everything was easily accessible when needed.
- Refilled medications, offered insight into over-the-counter products and verified insurance benefits.
- Ensured compliance with all federal, state, local laws and company policies related to pharmacy operations.
- Received payment from customers and processed credit card transactions when necessary.
- Verified prescriptions and drug labels, documents and packages.
- Interpreted and processed medication orders under supervision of pharmacist.
- Kept accurate records of controlled substances received and dispensed in accordance with DEA regulations.
- Provided customer service to patients by answering questions about medications and health-related topics.
- Reported any discrepancies or errors in medication ordering or filling processes immediately to the pharmacist on duty.
- Received and verified daily incoming drug inventories, reported discrepancies, and logged items into inventory system.
- Prepared prescription transfers to other pharmacies.
- Maintained pharmacological practices by checking drug inventory, stocking medications and monitoring supplies.
- Liaised with pharmacist to measure and prepare medication doses and packaging and label prescriptions.
- Transmitted claims to insurance companies for payment and reconciled EOBs.
- Assisted pharmacists in compounding sterile products according to state regulations.
- Collaborated with other healthcare professionals such as nurses or physicians regarding drug therapies or treatments for patients.
- Flagged potential side effects and allergies to prescribed medications for patients.
- Provided education materials about medications to patients upon request.
- Leveraged database to confirm validity of prescriptions, patient data and drug side effects.
- Assisted pharmacists in filling prescriptions accurately and efficiently.
- Collaborated with other healthcare professionals to ensure optimal patient care.
- Provided exceptional customer service, addressing patient questions and concerns with empathy.
- Prepared compound medications under the supervision of a licensed pharmacist.
- Assisted with pharmacy technology updates and troubleshooting to ensure efficient operation.
- Administered flu shots and other vaccinations as certified and in accordance with pharmacy regulations.
- Implemented and followed pharmacy protocols for medication disposal and waste management.
- Participated in pharmacy inventory management, including tracking expiration dates and removing outdated medications.
- Conducted medication therapy management sessions under the guidance of a pharmacist.
- Supported pharmacy operations by answering phone calls and directing queries appropriately.
- Monitored prescription refill requests and communicated with patients regarding their status.
- Participated in continuing education and training to stay current with pharmacy practices and technology.
- Answered telephones to respond to questions or requests.
- Operated cash registers to accept payments from customers.
- Ordered, labeled and counted stock of medications and entered inventory data into computer.
- Communicated effectively with doctors and insurance agencies to resolve prescription cost discrepancies.
- Maintained proper storage and security conditions for drugs.
- Received and stored incoming supplies and informed supervisors of stock needs and shortages.
- Established or maintained medications and other patient profiles.
- Transferred medication from vials to sterile, disposable syringes using aseptic techniques.
- Computed charges for medication or equipment dispensed to hospital patients and entered data into computer.
- Engaged members through effective communication and personalized support strategies.
- Addressed member inquiries promptly via phone and digital platforms.
- Collaborated with healthcare teams to ensure seamless member care experiences.
- Assisted in developing outreach programs targeting member health and wellness.
- Educated members about available services and resources for optimal health outcomes.
- Maintained accurate records of member interactions and feedback for quality assurance.
- Coordinated with internal departments to resolve escalated member concerns efficiently.
- Analyzed data from surveys, polls, and other sources to identify opportunities for improvement.
- Trained new representatives on engagement techniques and company policies effectively.
- Maintained accurate records of all engagement activities in the company database.
- Monitored industry trends in order to stay up-to-date on competitive offerings.
- Developed relationships with key stakeholders to coordinate events and activities.
- Responded promptly to inquiries from members via phone, email, or online chat systems.
- Provided guidance on best practices related to member engagement initiatives.
- Managed membership databases to ensure accuracy of contact information.
- Participated in brainstorming sessions with internal departments to develop innovative ideas.
- Assessed customer needs through surveys and interviews.
- Assisted in the development of communication plans for upcoming events and promotions.
- Collaborated with marketing teams to create content that resonates with target audiences.
- Utilized social media platforms to engage current members and reach out to potential ones.
- Provided exemplary customer service to ensure members' satisfaction.
- Resolved customer complaints in a timely manner while maintaining high levels of professionalism.
- Researched and identified potential members for targeted campaigns.
- Supported team efforts by attending meetings, providing input, and taking notes as needed.
- Organized and implemented promotional campaigns across multiple channels.
- Coordinated logistics for various member engagement events such as webinars, conferences.
- Evaluated effectiveness of current programs by monitoring response rates and analyzing results.
- Conducted focus groups with members to gain feedback on existing programs and initiatives.
- Developed reports on membership trends and performance metrics for management review.
- Identified areas of improvement within existing processes related to member engagement.
- Created new member engagement strategies to increase customer loyalty.
- Developed training materials for new employees onboarding process.
- Developed social media marketing strategies to help brand company and increase sales.
- Worked with management team to oversee and monitor marketing strategy.
- Prepared and sent proposals to prospective clients.
- Managed creation of marketing materials, collateral and sales support tools.
- Prepared monthly sales reports to document sales volumes, potential sales, and areas of proposed client base expansion.
- Formulated and launched marketing and promotional campaigns to maximize profits.
- Tracked, analyzed and reported on marketing program results.
- Developed and supervised marketing campaigns and events to maximize income and achieve audience targets.
- Conducted thorough market research to obtain detailed understanding of consumer needs and trends.
- Delivered compelling sales presentations to demonstrate expert product knowledge.
- Represented company at local and trade association meetings to promote products.
- Expanded personnel skill sets by mentoring marketing team both individually and in groups.
- Interviewed and hired talented individuals to add value to marketing team.
- Prepared marketing campaign budgets with finance personnel.
- Marketed products and services at tradeshows and promotional events.
- Cultivated business partnerships to build lasting relationships with internal and external parties.
- Assessed projects against budgets and timelines, keeping team and assignments on task.
- Conducted research to determine ideal markets for products and services.
- Collected and analyzed market research data for use in forecasting.
- Supervised creation of marketing materials and collateral.
- Negotiated with vendors to obtain most cost-effective pricing for product distribution.
- Planned and facilitated meetings to share marketing plans and explain future business goals.
- Coordinated marketing events for showcasing product and service offerings.
- Collaborated with other departments to coordinate strategic marketing activities.
- Developed marketing strategies based on corporate objectives and market trends.
- Delivered marketing strategy updates to upper-level management.
- Planned advertising campaigns for online, print and other mediums.
- Worked closely with customers to determine appropriate marketing offerings and strategies for business needs.
- Supervised the department and provided guidance and feedback to other marketing professionals.
- Drove consistent, relevant traffic and leads from our social network presence.
- Produced ideas for promotional events or activities and organized them efficiently.
- Managed the design and production of promotional materials, such as websites and brochures.
- Marketed research and analyzed data to identify and define audiences.
- Utilized strong analytical ability to evaluate end-to-end customer experience across multiple channels and customer touchpoints.
- Tracked and measured marketing outcomes including marketing activities, response, leads, sales, retention, and ROI.
- Developed and implemented comprehensive marketing strategies to create awareness of the company's business activities.
- Set specific marketing goals that align with the overall direction and business goals.
- Developed and managed digital marketing campaigns.
- Identified opportunities for new client acquisition through various marketing channels.
- Established effective working relationships with sales and agency leadership.
- Planned and executed campaigns for corporate promotion, launching of new product lines.
- Analyzed sales data to update a product or adjust marketing strategy.
- Coordinated with sales teams to develop mutual approaches to problems and opportunities.
- Monitored progress and submitted performance reports.
- Managed social media presence and directed programs to improve social media reputation and recognition.
- Liaised with media and advertising agencies to promote products.
- Led nationwide marketing campaigns from planning to execution.
- Oversaw the company's marketing budget.
Customer Service Associate/Assistant Head Cashier
Lowes Home Improvement Warehouse
Chesapeake
08.2021 - 07.2023
- Assisted customers with product selections and inquiries in a fast-paced environment.
- Maintained store displays and ensured products were stocked and organized.
- Processed customer transactions accurately at the checkout counter.
- Resolved customer complaints by providing effective solutions and support.
- Collaborated with team members to enhance customer service experience.
- Trained new associates on customer service protocols and store operations.
- Utilized inventory management systems to track product availability and orders.
- Engaged customers with product knowledge, promoting special offers and services.
- Greeted customers and identified their needs.
- Kept work area neat, clean, and well-stocked at all times.
- Assisted customers with returns, exchanges, refunds, and other transactions as needed.
- Resolved customer inquiries in a timely manner.
- Demonstrated active listening skills when responding to customer questions and complaints.
- Provided information about products and services available to customers.
- Supported customer service goals and enhanced relations through friendly, knowledgeable, and positive communication.
- Handled cash register operations accurately during peak times.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Performed additional duties as assigned by management team.
- Trained new hires on products and services, best practices, and protocols to reduce process gaps.
- Followed policies and procedures to meet or exceed established performance requirements.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Escalated unresolved customer issues to the appropriate department or manager for resolution.
- Educated customers on special pricing opportunities and company offerings.
- Organized and prioritized tasks and activities and worked within strict timeframes and deadlines.
- Maintained knowledge of current sales promotions and new product releases.
- Suggested product solutions based on individual customer needs.
- Handled large amounts of cash and balanced cash drawer daily within prescribed balancing guidelines.
- Maintained customer privacy and protected company operations by keeping information private and confidential.
- Developed relationships with key clients through regular contact and follow-up communication.
- Tracked inventory levels of popular items to ensure availability for customers' orders.
Cashier/Customer Service Associate
The Home Depot Inc
Chesapeake
08.2019 - 06.2021
- Processed customer transactions using point-of-sale systems efficiently.
- Assisted customers in locating products and answering their inquiries.
- Managed cash register, ensuring accurate cash handling and balancing.
- Collaborated with team members to maintain store organization and cleanliness.
- Educated customers on promotions and product features to enhance sales experience.
- Handled returns and exchanges, providing supportive service to customers.
- Trained new cashiers on operating procedures and customer service standards.
- Monitored inventory levels at checkout area, restocking as needed for efficiency.
- Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
- Accepted cash and credit card payments, issued receipts and provided change.
- Operated cash register or POS system to receive payment by cash, check and credit card.
- Collected payments and provided accurate change.
- Greeted customers and answered any questions they had about the store's products and services.
- Performed other duties as assigned by management.
- Used suggestive selling techniques to promote add-on sales.
- Counted money in cash drawers at the beginning of shifts to ensure amounts were correct.
- Processed credit card, cash, and check payments, ensuring all transactions were accurate.
- Verified that customers were of legal age to purchase alcohol or tobacco products.
- Assisted customers with product inquiries and service requests.
- Adhered to social distancing protocols and wore mask or face shield.
- Provided product demonstrations to educate customers on features and benefits.
- Trained new associates on customer service protocols and store procedures.
- Collaborated with team members to ensure store operations ran smoothly.
- Resolved customer complaints through effective listening and problem-solving skills.
- Kept work area neat, clean, and well-stocked at all times.
- Resolved customer inquiries in a timely manner.
- Demonstrated active listening skills when responding to customer questions and complaints.
- Supported customer service goals and enhanced relations through friendly, knowledgeable, and positive communication.
- Provided information about products and services available to customers.
- Handled cash register operations accurately during peak times.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Performed additional duties as assigned by management team.
- Followed policies and procedures to meet or exceed established performance requirements.
- Trained new hires on products and services, best practices, and protocols to reduce process gaps.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Escalated unresolved customer issues to the appropriate department or manager for resolution.
Education
Hickory High School
Chesapeake, VASome College (No Degree) - Marine Biology
Tidewater Community College
Chesapeake, VASkills
- Prescription processing
- Medication dispensing
- Pharmacy software
- Inventory management
- Regulatory compliance
- Patient education
- Customer relationship management
- Data entry accuracy
- Effective communication
- Problem solving
- Time management
- Conflict resolution
- Training development
- Attention to detail
- Patient confidentiality
- Answering customer questions
- Quality assurance and control
- Drug classification
- Prescription filling
- Staff development
- Troubleshooting malfunctioning equipment
- Confidentiality and HIPAA
- Supporting pharmacy operations
- Resolving customer issues
- Proper labeling procedures
- Prescription interpretation
- Patient education and counseling
- Attendance oversight
- Labeling accuracy
- Drug safety
- Drug utilization review
- Billing support
- Ordering and stocking medications
- Pharmacology
- OTC recommendations
- Pharmacy law compliance
- Proper labeling
- Insurance reconciliation
- Interpreting orders
- Operations support
- Processing payments
- Advanced math skills
- Drug interaction awareness
- Verifying orders
- Dosage form preparation
- Problem-solving skills
- Medication storage procedures
- FDA compliance
- Medicare and medicaid process
- Drug monitoring
- Drug storage procedures
- HIPAA
- New hire onboarding
- Labeling prescriptions
- FDA and HIPAA compliance
- Drug inventory management
- Manual and automated medication dispensing
- Pharmacy operations
- Pharmacy and customer records management
- Drug inventory control
- Receiving incoming supplies
- Updating medication histories
- Pharmaceutical calculations
- Order verification
- Interpreting and processing medication orders
- Aseptic techniques
- FDA drug safety guidelines
- Insurance billing
- Supply restocking
- Pharmacy ethics
- Secure storage of medications
- Medication labels
- Pharmacy software proficiency
- Healthcare regulations
- Medication therapy management
- Compounding techniques
- Intravenous admixture preparation
- Stocking shelves
- Insurance verification
- Prescription verification
- Data analysis
- Training and development
- Billing adjustments and refunds
- Salesforce CRM
- Professional demeanor
- Adaptability
- Negotiation skills
- Product and service sales
- Customer education
- Receiving support
- Project management
- Microsoft office expertise
- Customer satisfaction surveys
- LiveChat messaging
- Warehousing functions
- Computer skills
- Problem-solving aptitude
- Report preparation
- Policies and procedures adherence
- Report generation
- Retail store support
- Credit card payment processing
- Process improvement
- Adaptability and flexibility
- Product sales
- Training development aptitude
- Business development understanding
- Inbound call management
- Account management
- Customer service
- Verbal and written communication
- Customer retention strategies
- Self motivation
- Order fulfillment
- Account reconciliation
- Customer needs assessments
- Medical terminology
- Trained in Salesforce
- System implementation
- Problem resolution
- Reliability
- Persuasion skills
- Policy adherence
- Service upsells
- Multitasking
- Communication skills
- Estimating
- Office equipment proficiency
- Sales expertise
- Complaint resolution
- Senior leadership support
- Record keeping
- File maintenance
- Social media support
- Appointment scheduling
- Language fluency
- Record preparation
- Billing management
- Spreadsheet tracking
- CRM software
- Call handling
- Parts ordering
- Goal oriented
- Aegis CRM
- Phone etiquette
- Typing speed
- Team collaboration
- Active listening
Timeline
Pharmacy Technician/Member Engagement Representative
CVS Pharmacy/Signify Health/Remote
10.2023 - Current
Customer Service Associate/Assistant Head Cashier
Lowes Home Improvement Warehouse
08.2021 - 07.2023
Cashier/Customer Service Associate
The Home Depot Inc
08.2019 - 06.2021
Hickory High School
Some College (No Degree) - Marine Biology
Tidewater Community College