Nadia Malcolm

• Delivered exceptional customer care by leveraging extensive knowledge of home care products and recommending products and services that best align with customers’ needs and interests.
• Handled escalated customer concerns with urgency and compassion, achieving high levels of resolution and satisfaction.
• Contributed to continuous improvement team-wide by collecting data on calls and giving managers insightful feedback.
• Actively participated in ongoing training and learning opportunities created by Carewell.

Consistently maintained the following personal metrics:

• Average of 50+ calls per day completed.
• Customer Satisfaction (CSAT) Average of 5
• Answer Rate of 93%+
• Average Handle Time (AHT) of 6 minutes or less

• Supported operations through multiple administrative duties including filing prescription hard copies, faxing prescribers, billing patient insurance and answering high volumes of phone calls.
• Demonstrated professionalism and empathy when handling sensitive patient situations, preserving confidentiality at all times.
• Accurately completed data entry for a high volume of prescription orders.
• Prepared packaging and labels for prescriptions, verifying accuracy of dosage, side effects, interactions, and refill instructions.
• Received deliveries of medication shipments, verifying contents against invoices while adhering to proper storage protocols.

• Supported the Department Manager in receiving and stocking daily shipments of product inventory.
• Completed required paperwork for received shipments, including electronic receipt finalization and shipment discrepancy reports.
• Monitored inventory levels and kept adequate stock in product displays on sales floor.
• Increased customer satisfaction by providing exceptional service and maintaining a clean, organized sales floor.
• Assisted in optimizing department layouts by strategically placing popular items in high visibility areas, drawing customer attention and increasing sales.