1. 15215 West 125th
Street Olathe, KS 66062
913-850-2634 | erica.gilbert@caremark.com
Objective
My goal is to provide excellent Team Management in a positive company atmosphere, to promote my team
members to willingly follow me, rather than to lead by force.
Qualifications
 Supervisor skills – managing up to 50 employees
 Maintaining Metrics for a team to support productivity
 Garners team respect and unity through efficient problem resolution
 Exemplifies leadership by promoting excellent customer service and working with individual Pharmacy reps to
develop their skill set and service levels
 Coordinating zero error mandate by REMS and Manufacturer protocols by reviewing orders to correct mistakes
 Train and mentor new team members with ongoing team support
 Manage escalated issues from clients and patients from any internal/external departments
 Demonstrate and promote excellent communication skills to other departments, outside entities, and patients
 Exhibit excellent record keeping skills
 Currently certified by the National Pharmacy Technician Certification Board
Technical Skills
 Responsible for the development and leadership of pharmacy/call center employees to ensure smooth and efficient
operations as well as a high level of employee engagement.
 Quality management and monitoring, involving call review and scoring, coaching and development to ensure
quality customer service while following policies and procedure adherence.
 Responsible for the day to day call center operations overseeing multiple programs.
 Handle advanced escalations and team lead inquiries.
 Responsible for daily task assignments and production queue monitoring to manage production.
 The ability to identify and trouble shoot customer and program problems, that exist in the order management
systems,
 Effectively resolve and/or communicate needed resolution/escalation or propose operational process changes to my
Manager or Director.
 Adherence to HR policies and procedures
 Interviewing and hiring of new employees
 Coaching and development, annual employee reviews, and progressive discipline including terminations.
 Maintain basic operational spreadsheets and trending issues/concerns.
 Fluent in medical terminology
 Experience with Inventory Control Systems
 Strong knowledge of insurance claim processes and rejection resolution
 Familiar with Prescription data entry
 Software Expertise includes: CATS, Outlook, Peoplesafe, CAS, Sparcs, Sharepoint, Excel, Powerpoint, Word,
AS400, Avaya, Silverlink, Compass, Momentum, Success factor,
Erica Gilbert, CPhT.Erica Gilbert, CPhT.

2. Awards/Recognition
 Numerous “I got caught caring” Awards (certificate issued when a customer compliment was given)
 Many Trio Awards (monetary award for excellent customer service)
 Multiple Perfect Attendance Awards
Education
Brown Mackie College Jan 2001- June 2002
Associates of Applied Science- Incomplete Major: Medical Assistant
Pharmacy Technician Certification Board March 31, 2003
Nationally Certified Pharmacy Technician
Work History
CVS|Caremark 2008 – Present Specialty Pharmacy Supervisor
2006-2008 Pharmacy Service Rep I/II/III – Team Lead
Prescription Solutions 2006 – 2006 Pharmacy Intervention Area Rep.
Synergy Staffing/BSAIF 2005 – 2005 Workman's Comp. Claim Rep.
AMI Metals, Inc. 2004 – 2005 Lead Shipping and Test Report Coordinator
James Ray Co., Inc. 2003 – 2004 Executive Assistant, Payroll, Accounting
Walgreens 2003 – 2003 Certified Pharmacy Technician
Medicine Shoppe 2001 – 2003 Lead Pharmacy Technician
Osco Drug 1998 – 2001 Pharmacy Technician
*References available upon request