Sara - Customer Service & Marketing Associate with 3+ years of experience

Handled incoming and outgoing calls, ensuring clear communication and resolving inquiries promptly.

Actively listened to customer needs, maintained professionalism, and managed difficult situations empathetically.

Conducted store observations, adjusted layouts, and developed marketing strategies to increase sales and visibility.

Prepared detailed performance reports on pharmacy operations and customer service metrics.

Answer incoming calls and make outbound calls to address customer inquiries., Maintain accuracy and professionalism in each call, ensuring clear communication., Prioritize inquiries based on urgency and communication channel., Maintain efficiency while handling multiple interactions across different platforms., Determine when an inquiry needs to be escalated to a higher level or a specialized team., Document case details and provide complete context to ensure a seamless handover., Actively listen to understand the customer’s needs., Be proactive, patient, empathetic, and understanding, especially in difficult situations., Safeguard and responsibly manage confidential data, such as personal and banking information., Comply with privacy and security regulations., Resolve inquiries on the first call, minimizing the need for escalations., Ensure the customer receives accurate and timely information., Stay informed about the product portfolio, promotions, and updates., Provide clear and accurate information about services and promotions to answer customer questions., Accurately record and update customer information in the company’s system., Track cases and important notes., Understand and manage KPIs, such as average call time, first-call resolution rate, customer satisfaction, and others.

Conduct regular visits to Comfandi network pharmacies to monitor compliance with standards and make necessary adjustments., Execute changes in the store layout according to layout plans, optimizing product placement to enhance the customer experience., Prepare and present detailed reports on pharmacy performance, including key metrics and relevant observations., Develop and implement marketing strategies focused on the pharmacy channel to boost visibility and sales of specific products., Provide reports on sales, service levels, and other performance indicators, facilitating informed decision-making within the marketing team.