Farrah Denson has over 12 years of experience in customer service, sales, and management in retail stores, call centers, and healthcare. She has a strong background in Microsoft Office, accounting, and pharmacy technician skills. Denson is skilled at meeting goals, inspiring trust, handling high volumes, and ensuring excellent customer service. Her most recent role was as Manager at HDC Enterprises, where she oversaw 30 employees and various financial and operational responsibilities.

1. Farrah D. Denson
(214) 738-9350 farrah.denson@gmail.com Plano, Texas 75093
CUSTOMER SERVICE SUPPORT TECH/ MANAGEMENT
A manager/ customer service support technician with years of achievement in call center, retail
Store and management. Consistently meeting and exceeding customer and management goals
objectives, and expectations.
STRENGTHS
• Proficiency in Microsoft Office, Word, Excel, PowerPoint, Internet Browsers, Email.
• Expert in high a volume Call center dealing with customer services and claims.
• Excellent Sales experience.
• Willing to work nontraditional hours i.e. late evenings and weekends.
• Ability to inspire trust from both staff and customers.
• Great Organized, detail oriented, conscientious person with a thorough- Eye for detail.
• Unique ability to excel in a complex, time sensitive, performance oriented environment.
• A comprehensive understanding of all retail laws.
• Over 12 years of customer’s service experience/sales in high- volume retail store chain and
medical front operations data entry and call center.
• Highly developed skills in management &: financials, customer service, management,
supervision, inventory, planograms, resets, vendor relationships, point of sale devices, pharmacy
and store systems and software applications, opening/closing procedures.
• Expert knowledge and experience in patient care and healthcare terminology.
• A natural leader with exceptional management skills and experience.
• Goal oriented, high energy, initiative, learn new things quickly.
• Well-developed interpersonal skills, work well with others with a warm, engaging personality.
• Excellent listening, verbal, and written skills.
• Proficiency with specialist retail management software.
• A reliable, dependable professional with a strong work ethic and high integrity.
EXPERIENCE
HDC Enterprises Manager 2006 - 2016
Ph: (972) 387-7421
Addison, TX HDC supplies healthcare, nutritional, and dietary supplements to physicians and retail
stores. Supervised 30 employees. Responsible for AR/AP, payroll processing,
bookkeeping, accounting, data entry, billing, ACH transfers, and collections.
Generated corporate audited financial statements, partner and capital account
statements, budgets, and forecast modeling.
Call center customer support agent
• Recognized for high quality customer service and vendor relationships ie
keeping and growing new company vendor contracts including a proven track
record of vendor agreement contract extensions
• Achieved outstanding results across a broad spectrum of responsibilities by
Overseeing technical aspects of the project and be responsible for
coordination with internal teams, vendors and subcontractors .Including
Working with IT to ensure all technology needs are met. This may include

2. creating user accounts during onboarding, testing telephony and systems &
tools, and rapidly deactivating/removing accounts during off boarding. Also
Keeping error results to a max of 10%.
• Walking around the shop floor to ensure visual standards are being met.
• Effectively managing staff members.
• Awarded most time effective and customer diving in the all call center related
category ie. The best customer Opening/greeting, fast Facilitation Connection,
outstanding ability to Ensure Problem Resolution, outstanding customer
service during Closing of all calls. Quality assurance goal met with a ratio 9.8
out of 10.0 during 98% of calls inbound and out bound for the week.
• Expert in Identifying new sources of revenue ie lost or shrinkage in sales and
products, lack of up selling strategy. Also taking on new customer service
driving products/promotions as new sources of revenue for the company.
• Ensured that all on the layouts meet the requirements of the shop floor.
• Ensured accurate trading and statistical records are kept
• Organized promotions and publicity in the local press and also trade
magazines.
• Carrying out staff appraisals and performance reviews.
• Undertaking risk assessments of the workplace
• Reviewing the sales performance of the company and staff for the previous
day and week.
• Collected and analyzing sales figures for new seasonal operation solutions for
each department and email the results to each of the department lead.
• Dealing professionally and courteously with all customer complaints or
inquiries.
• Arranged for the testing of fire drills and emergency evacuation procedures.
• Making sure that all cash and stock handling procedures are followed in line
with audit and security requirements.
• Microsoft Office, Word, Excel, PowerPoint
• Trained new employees or point a staff to help in the training of new
employees
Walgreen’s Retail Associate/Clinical Administration and Pharmacy Tech 2007 - 2015
Dallas, TX Patients in Walgreen’s clinical practice. Gathered patient medical history, coded,
prepared medical charts, contacted insurance companies, and processed them to
physician’s assistant. As pharmacy tech filled prescriptions, stocked and ordered
merchandise, set up planograms and resets, checked with insurance companies to
secure prior authorizations, resolved third party rejections.
• A highly successful retail professional with broad skills and abilities
• A passion for helping customers and creating positive shopping experiences
• Showcasing new retail lines to staff and colleagues and customers
• Handling, dealing with and storing takings.
• Help in choosing which retail lines to offer for promotion.
• Ensuring that stock levels are constantly maintained and that there are no
shortages.
• Rx data entry
• Receive escalated calls from patients or providers and de-escalate these calls
to a reasonable outcome for all parties
• Complies with all applicable regulations (i.e.HIPAA)
• Ensure prescriptions are completed timely per provider order.
• Able to multi task with regular interruptions while maintaining a high degree of
accuracy.
• Team player with ability to work in a fast paced environment

3. • Contact members/patients for any prescription order discrepancy or
clarification.
• Check out patients/customer with RX and store products or without store
products
• Ability to handle confidential information with discretion.
• Making sure clothes/products are correctly priced and that pricing procedures
are followed.
• Re-organizing merchandise/ facing of the store
• In depth knowledge of how to complete planograms/resets
• A commitment to exceed P&L and other store performance goals and
objectives
• In depth knowledge of cash register and point of sale devices
• Register cash out, count down and closing of store/business procedure
EDUCATION
Brookhaven, Dallas, TX Pharmacy Technician Certification 2007
Texas Southern University College of Pharmacy, Houston, TX School of Pharmacy 2006 - 2008
Maceo High School, Dallas, TX Honors Graduate, Diploma
2006
REFERANCE
Alex Johnson (972)387-7421 N. Freeman (972) 283-1473