Erica Gilbert is seeking a position as a Team Management leader where she can promote unity and develop her team members' skills. She has over 15 years of experience supervising pharmacy technicians and customer service representatives. Her qualifications include managing teams of up to 50 employees, maintaining metrics to support productivity, exemplifying leadership and problem resolution. She is skilled in quality management, operations oversight, issue escalation, training, and performance coaching.

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