Joan Briones

Online pharmacy operations and customer support professional with nearly a decade of hands-on experience supporting Canadian online pharmacy operations. Experienced across the full customer/order support workflow, including order processing, customer accounts, prescription follow-ups and verification, payment collection, supplier and pharmacy coordination, shipping/order updates, and phone, email, and chat support. Comfortable handling calls, emails, and chats simultaneously while maintaining accuracy and timely responses.

Also brings broader operations and team coordination experience from managing a service business. Comfortable learning new CRMs, order-management platforms, pharmacy systems, and communication tools quickly, with a strong ability to adapt to established workflows and procedures.

Owner – Operations & Client Services at THE SKIN LOUNGE BY JAMIE (2022-08 – 2025-02)

• Managed day-to-day business operations, including scheduling, inventory, sales tracking, customer concerns, and administrative tasks.
• Maintained client records and followed up on appointments, inquiries, and service-related requests.
• Coordinated with clients, suppliers, and staff while managing routine operational priorities.

Account Specialist – Pharmacy Operations & Customer Support at CANADA GENERIC PHARMACY (2021-10 – 2023-03)

• Processed customer orders and coordinated with suppliers to support accurate, timely order fulfillment and delivery.
• Handled customer concerns, order status updates, and follow-ups through phone, email, and chat, including managing multiple channels simultaneously while maintaining accurate and timely responses.
• Maintained customer account information and records accurately while following established pharmacy procedures.
• Coordinated with customers, suppliers, and other parties when additional information, clarification, or follow-up was required.
• Worked within established order-processing workflows and adapted to the systems and tools used for day-to-day pharmacy operations.

Account Specialist – Customer & Order Support at CANADIAN PRESCRIPTION DRUGSTORE (2017-10 – 2021-08)

• Managed inbound and outbound calls for Canadian online pharmacy customers, addressing concerns and providing order updates.
• Handled inbound and outbound calls and responded to email and chat inquiries, often managing multiple customer channels simultaneously while providing accurate information and prompt resolution.
• Supported customers throughout the order process and coordinated follow-ups when additional action or information was needed.

Patient Care Specialist / Email Support / Data Encoder at CANADA PHARMACY / APOSAN INTERNATIONAL (2013-09 – 2017-08)

• Provided patient and customer support through inbound and outbound calls for Canadian online pharmacy operations.
• Collected payments, followed up on prescriptions, and coordinated with doctors' offices for prescription verification.
• Provided email support and accurately entered and maintained customer information in internal systems.
• Handled account-related concerns and followed established procedures for customer, prescription, and order support.

Inbound Sales Representative at SYNNEX – CONCENTRIX (2012-05 – 2013-03)

• Handled inbound calls, provided technical support, and assisted customers with products and services.
• Identified customer needs and recommended appropriate products or services.

Customer Service Associate at HSBC ELECTRONIC DATA PROCESSING PHILS. (2010-04 – 2012-04)

• Handled U.S. credit card account inquiries, card activations, and other customer concerns.
• Provided clear and timely assistance while following account security and service procedures.

Team Leader / Customer Service at YELLOW CAB PIZZA CORP. (2009-03 – 2010-04)

• Supervised call center staff, monitored performance, and supported the team in meeting daily targets.
• Assisted with customer concerns and helped maintain service quality and productivity.

Customer Service Representative at E-PLDT VENTUS INC. (2008-01 – 2008-09)

• Assisted local customers with account inquiries and provided timely resolutions.

Bachelor of Business Teacher Education in Business Teacher Education – Polytechnic University of the Philippines (PUP)