Summary
Overview
Work History
Education
Skills
Awards
Languages
Timeline
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MA LIZA ALIPIO

Toronto,ON

Summary

Motivated professional pursuing Pharmacy Technician program at Humber College with a strong background in retail environments. Possesses exceptional customer service, problem-solving, and sales skills. Experienced administrative professional with expertise in communication and team building. Knowledgeable in medical terminology and scheduling. Brings over 3 years of relevant work experience. Dedicated to ensuring smooth operations and meeting individual medication needs of customers in a fast-paced environment. Highly responsible and committed to delivering excellent service.

Overview

12
12
years of professional experience

Work History

Project Support Coordinator

The Home Depot
08.2020 - 05.2024
  • Delivering exceptional customer service via phone, live chat, and email channels.
  • Skilled in various areas of Contact Centre operations to handle diverse customer queries and accurately document interactions. Following established processes to resolve issues and track them using ticketing tools.
  • Utilizing acquired expertise to efficiently address and de-escalate customer concerns, with a commitment to continuous learning.
  • Collaborating with partners and providers to resolve escalations.
  • Fulfilling administrative tasks to meet customer requirements.
  • Responding empathetically to inquiries and resolving concerns to ensure a superior customer experience.
  • Implementing fair and reasonable solutions to regain customer trust and enhance the Home Depot brand's reputation for outstanding service. Performing additional duties as assigned by management.

Pharmacy Assistant

Shoppers Drug Mart - Patient Contact Centre
06.2015 - 11.2018
  • Handling 100+ daily calls to remind patients of prescription refills and provide proactive medication management using internal SDM software.
  • Ensuring adherence to standard operating procedures and consistently exceeding performance goals with high-quality calls.
  • Upholding patient confidentiality in prescription processing and strictly following scope of practice guidelines as a Patient Assistant. Assessing each situation to determine if pharmacist intervention is necessary.
  • Demonstrating genuine concern for patient health and addressing their concerns in line with Shoppers Drug Mart's core values.

Customer Service Specialist

CIBC - Card Products
08.2013 - 04.2014
  • Trusted front-line sales and service expert at CIBC, specializing in credit card information and solutions for both existing and potential clients
  • Proficient in a diverse range of products and services, ensuring superior client experience and exceeding expectations on every call to build loyalty and contribute to business growth
  • Consistently achieve set targets by actively promoting and selling products and services tailored to individual client financial needs and goals
  • Ensure adherence to sales targets, quality standards, and retention objectives while resolving client problems promptly and effectively as the first point of contact
  • Collaborate with managers and CIBC business partners to address more complex client situations as needed

Sales Associate

Fido Solutions Inc. (Wireless DNA)
08.2012 - 08.2013
  • Resolved customer challenges through product and service recommendations
  • Maintained composure and managed issues in fast-paced environments
  • Created positive first impressions for new and existing customers
  • Handled returns, exchanges, and refunds according to store policies
  • Utilized suggestive selling techniques to drive sales and meet goals
  • Exceeded monthly sales targets by generating new leads
  • Educated clients on promotions and products using persuasive tactics
  • Provided customer feedback to managers for operational improvements
  • Built trust through professional and composed interactions

Education

Pharmacy Technician Program - 1st year student -

Humber College
Toronto, ON
04.2025

Academic Upgrading -

Academic Upgrading
Toronto, ON
04.2023

Bachelor of Science: Commerce - Business Management

De La Salle
Philippines
04.2007

Skills

  • Computer skills Including SAP and Kroll and other internal applications
  • Conflict resolution
  • Mathematical Aptitude
  • Regulatory Requirements
  • Processing Orders
  • Prescription System Entry
  • Pharmacy Policies and Procedures
  • Patient Information Collection
  • Telephone Etiquette
  • Billing and Payment Processing
  • Team Meetings

Awards

  • Employee of the month - Sep 2023
  • Pharmacy Assistant Internal Training within Shopper Drug Mart
  • WES International Education Equivalency
  • Quarterly Top Performer Awardee Q4 2016
  • Recognizing Employee Dedication Award June 2016
  • Recognizing Employee Dedication Award July 2017
  • Certificate of Training - Cannabis Contact Centre July 2018
  • Certificate of Training - Targeted Refill Reminder June 2015
  • Dean's Lister / Academic Scholar 2007

Languages

English
Full Professional
Tagalog
Native or Bilingual

Timeline

Project Support Coordinator

The Home Depot
08.2020 - 05.2024

Pharmacy Assistant

Shoppers Drug Mart - Patient Contact Centre
06.2015 - 11.2018

Customer Service Specialist

CIBC - Card Products
08.2013 - 04.2014

Sales Associate

Fido Solutions Inc. (Wireless DNA)
08.2012 - 08.2013

Pharmacy Technician Program - 1st year student -

Humber College

Academic Upgrading -

Academic Upgrading

Bachelor of Science: Commerce - Business Management

De La Salle

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MA LIZA ALIPIO