Summary
Overview
Work History
Education
Skills
Timeline
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Mary K. Baker

Indianapolis

Summary

I have a varied background in Human Resources, recruiting, customer service, accounting, sales and Pharmacy work. I have received above average reviews in the past. I have worked in State government and can pass all requirements needed.

Experienced with providing high-quality customer support across various channels. Utilizes strong problem-solving skills to address and resolve customer inquiries efficiently. Track record of excellent communication and maintaining positive customer relationships.

Overview

13
13
years of professional experience

Work History

Customer Support Specialist

Legacy.com Inc.
11.2022 - Current
  • Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
  • Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
  • Collaborated with cross-functional teams to address customer concerns and improve overall service quality.
  • Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.
  • Multitasked to handle diverse customer needs in high-volume setting, prioritizing tasks to keep up with challenging deadlines.
  • Resolved customer complaints with empathy and patience, restoring client confidence in company.
  • Collaborated with product team to communicate customer needs, leading to enhancements that increased user satisfaction.
  • 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.

Pharmacy Technician

NeuroDiagnostic Institute and Advanced Treatment Center
09.2015 - 02.2020
  • Company Overview: formerly LaRue DCarter Memorial Hospital
  • 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.
  • Counted and labeled prescriptions with correct item and quantity.
  • Assisted in maintaining a clean and organized work environment, ensuring compliance with safety regulations.
  • Increased overall pharmacy productivity by restocking supplies, organizing shelves, and maintaining cleanliness according to standards.
  • Performed wide range of pharmacy operations with strong commitment to accuracy, efficiency and service quality.
  • Reduced medication errors by diligently cross-checking medications against patients'' profiles before dispensing.
  • Counted, measured, and compounded medications following standard procedures.
  • My role was as lead technician working under four pharmacists
  • Ordering medications from a supplier, fluent in two different medical applications to refill and properly calculate medication needed
  • Part of the position also included feedback to nursing who had trouble executing certain machine functions in regards to dispensing
  • Calculated and filled discharge medications and leave of absence medications
  • This state hospital provides care to Indiana's most vulnerable patient census



Pharmacy Technician

WELLFOUNT CORPORATION
02.2012 - 09.2015
  • Company Overview: NOW DEFUNCT
  • Pulling and filling cycle medications for long term care for facilities
  • Operated as a lead technician and trained new staff
  • Ran inventory department for a short time
  • I also processed all return medications, sorted, quarantined NIOSH drugs
  • Was able to maintain a budget and recoup costs where needed
  • Stocked, labeled, and inventoried medication to keep accurate records.
  • Counted and labeled prescriptions with correct item and quantity.
  • Assisted in maintaining a clean and organized work environment, ensuring compliance with safety regulations.

Education

Accounting

Internation Business College
Indianapolis, IN

High School Diploma -

Triton Central Hugh School
Fairland, IN
01-1987

Skills

  • Customer relationship management (CRM)
  • Answering customer questions
  • Data entry
  • Help desk support
  • Call center experience
  • Conflict resolution
  • Live chat support
  • Product knowledge
  • Active listening

Timeline

Customer Support Specialist

Legacy.com Inc.
11.2022 - Current

Pharmacy Technician

NeuroDiagnostic Institute and Advanced Treatment Center
09.2015 - 02.2020

Pharmacy Technician

WELLFOUNT CORPORATION
02.2012 - 09.2015

Accounting

Internation Business College

High School Diploma -

Triton Central Hugh School

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Mary K. Baker