Operations lead – Virtual at Pillpack by Amazon Pharmacy (2021-04 – Present)
- Led a virtual team of 20 associates, delegating tasks and monitoring performance to meet strict SLAs.
- Developed and applied automated Excel tracking and analysis tools to streamline workflows, generating a 10% increase in productivity and fewer operational errors.
- Provided onboarding, coaching, and cross-training for 20+ team members; fostering strong team morale through effective communication resulting in above-goal job satisfaction scores.
- Partnered with leadership to implement initiatives that enhanced customer satisfaction and operational efficiency.
Insurance Support Specialist at PillPack by Amazon Pharmacy (2018-06 – 2021-04)
- Resolved 300+ insurance-related cases weekly, collaborating with PBMs, insurers, and pharmacies.
- Trained and supported advisory team on insurance eligibility, improving case resolution year over year.
- Developed deep expertise in PBM systems to ensure accurate claim processing.
Sales Representative at Pillpack by Amazon Pharmacy (2018-02 – 2018-06)
- Built relationships with clients and drove new customer enrollment.
- Educated prospective customers about PillPack's unique features, including pre-sorted medication packaging, automated refills, and personalized pharmacy care.
- Proactively identified sales opportunities by analyzing customer needs, and competitor offers.
Teller at Wells Fargo (2016-06 – 2016-12)
- Processed transactions with 100% accuracy, balancing $5K+ cash drawers daily.
- Identified customer needs and cross-sold banking products, contributing to branch revenue.
- Adhere to all security protocols and regulatory requirements, safeguarding customer information and preventing fraud or financial losses.
