Melanie Thompson
Norton
Summary
Seeking opportunity with growth-focused company. Skilled professional prepared to excel in leadership role, prioritizing results-driven performance. Demonstrated ability to streamline operations and promote team collaboration to achieve organizational objectives. Recognized for reliability and adaptability in meeting evolving demands while upholding high standards.
Overview
35
35
years of professional experience
1
1
Certification
Work History
Supervisor
Care XM
09.2016 - Current
- Company Overview: a CareXM Company
- Manage a team of Patient Advocates, applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Coach employees through day-to-day work and complex problems.
- Provide ongoing feedback to team members, leading to improved communication skills and conflict resolution abilities.
- Coach and mentor agents for increased performance, resulting in higher customer service ratings.
- Increase team productivity by setting clear expectations for team members.
- Increase employee retention by creating a positive work environment focused on open communication, personal growth opportunities, and recognition of achievements.
- Enhance knowledge sharing among team members through bi-weekly meetings which include discussing problems encountered during calls and how to handle the issue.
- Promote a positive work environment through open communication channels, fostering team collaboration and high morale.
- Improve customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Perform agent tasks as needed: answering phones and taking messages or paging doctors as needed for hospitals, other healthcare providers or patient’s/patient’s family members.
- Collaborate with other departments to address recurring customer concerns, improving overall service quality.
- Manage maintaining high levels of professionalism and empathy towards customers.
- Collaborate with other departments to enhance the overall customer experience.
- Champion a customer-centric approach within the team, fostering a culture that prioritized empathetic communication and efficient problem resolution.
Pharmacy Technician
Robert’s Pharmacy
11.2003 - 06.2004
- Answered incoming phone calls and addressed questions from customers and healthcare providers.
- Stocked, labeled, and inventoried medication to keep accurate records.
- Enhanced pharmacy workflow by assisting pharmacists with medication dispensing, labeling, and packaging.
- Calculated dosage, filled prescriptions, and prepared prescription labels with absolute accuracy.
- Promoted patient confidentiality by adhering to HIPAA regulations when handling personal information during transactions.
- Solved customer problems in-person or over telephone by providing assistance with placing orders, navigating systems, and locating items.
- Counted and labeled prescriptions with correct item and quantity.
- Assisted in maintaining a clean and organized work environment, ensuring compliance with safety regulations.
- Performed wide range of pharmacy operations with strong commitment to accuracy, efficiency and service quality.
- Provided exceptional customer service, fostering positive relationships with both new and returning patients at the pharmacy counter.
Pharmacy Technician
Eckerd Drug
06.1992 - 02.1994
- Answered incoming phone calls and addressed questions from customers and healthcare providers.
- Stocked, labeled, and inventoried medication to keep accurate records.
- Enhanced pharmacy workflow by assisting pharmacists with medication dispensing, labeling, and packaging.
- Calculated dosage, filled prescriptions, and prepared prescription labels with absolute accuracy.
- Promoted patient confidentiality by adhering to HIPAA regulations when handling personal information during transactions.
- Solved customer problems in-person or over telephone by providing assistance with placing orders, navigating systems, and locating items.
- Counted and labeled prescriptions with correct item and quantity.
- Assisted in maintaining a clean and organized work environment, ensuring compliance with safety regulations.
- Performed wide range of pharmacy operations with strong commitment to accuracy, efficiency and service quality.
- Provided exceptional customer service, fostering positive relationships with both new and returning patients at the pharmacy counter.
Pharmacy Technician
The Medicine Shoppe
04.1990 - 06.1992
- Answered incoming phone calls and addressed questions from customers and healthcare providers.
- Stocked, labeled, and inventoried medication to keep accurate records.
- Enhanced pharmacy workflow by assisting pharmacists with medication dispensing, labeling, and packaging.
- Calculated dosage, filled prescriptions, and prepared prescription labels with absolute accuracy.
- Promoted patient confidentiality by adhering to HIPAA regulations when handling personal information during transactions.
- Solved customer problems in-person or over telephone by providing assistance with placing orders, navigating systems, and locating items.
- Counted and labeled prescriptions with correct item and quantity.
- Assisted in maintaining a clean and organized work environment, ensuring compliance with safety regulations.
- Performed wide range of pharmacy operations with strong commitment to accuracy, efficiency and service quality.
- Provided exceptional customer service, fostering positive relationships with both new and returning patients at the pharmacy counter.
Education
Bachelor’s - science psychology
The University of Virginia’s College at Wise
05.2019
High school diploma - General education
Mariner High School
06.1992
Skills
- Effective Team Leadership
- Customer Service Support
- Goal oriented
- Training and mentoring
- Effective Time Management
- Effective Issue Resolution
- Proficient Task Management
- Positive and constructive feedback
- Call Performance Evaluation
- Facilitating Team Meetings
- Ongoing Performance Enhancement
- Call Center Management
Accomplishments
- Supervised team of 20+ staff members.
Certification
Certified Pharmacy Technician, 2005 - 2009
Nursing Studies
Studied nursing at The University of Virginia's College at Wise but did not complete the BSN program.
Activities
- Participated in the Wise County Relay for Life from 2009 until it ended in 2016
- Coached youth cheerleading for 3 years
Timeline
Supervisor
Care XM
09.2016 - Current
Pharmacy Technician
Robert’s Pharmacy
11.2003 - 06.2004
Pharmacy Technician
Eckerd Drug
06.1992 - 02.1994
Pharmacy Technician
The Medicine Shoppe
04.1990 - 06.1992
High school diploma - General education
Mariner High School
Bachelor’s - science psychology
The University of Virginia’s College at Wise
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