Summary
Overview
Work History
Education
Skills
Hobbies and Interests
References
Timeline
Generic

EBONY O'SHANNESSY

Beresfield,Australia

Summary

Motivated and friendly with experience across a vast amount of customer service and administration roles both in office, and work from home. I have extensive experience in pharmacy with a career spanning 18 years working within several very specialised areas. I genuinely enjoy the administration aspects of my current position with Bupa and customer service, and I believe I excel in this area. My experience with customer enquiries and sales my entire working career would be an advantage to an administration position. I have proven results strengthening customer rapport with positivity, knowledge, and professionalism. I have a proven ability to learn new skills and apply them effectively and enjoy any opportunity where i am able too expand my skillset and apply them to benefit the business i work for and the customers i'm dealing with.

Overview

15
15
years of professional experience

Work History

Cover Start Sales Consultant

Bupa
Newcastle, NSW
04.2021 - Current
  • Assisting customers via phone, email and Live chat with Health Insurance General enquiries, policy establishment, Policy maintenence, international sales and compliance with department of immigration legislation and criteria to ensure customer eligability for temporary visa's for their visit whether it be visiting or arriving to work.
  • Follow up enquiries with current and potential customers via phone and email in a professional, factual manner
  • Developed comprehensive expertise in Bupa Health Insurance products which facilitated supporting other team members effectively.
  • Knowledge and enforcement of Bupa’s compliance requirements, both with internal process standards and legislative requirements set out by the Department of Immigration.
  • Maintained customer continuity through prompt error correction and meticulous task execution.
  • Regularly fulfilled and outperformed designated KPIs within the Bupa business.
  • Stayed current with compliance changes and product/policy updates for consistent compliancy.
  • Participating in on-going training/coaching and proactively participated in feedback to ehance current business procedures
  • Managed complaints and feedback from customers via email and phone correspandance.
  • Being an active, fun, and social part of my Bupa team.
  • Collaborated with clients to develop action plans to address specific challenges and objectives.
  • Provided advice on operational processes, business development initiatives, organizational changes and other areas of improvement.

Relief Manager and Senior Compounding Technician

Visionary Health Compounding Pharmacy
Newcastle, NSW
01.2016 - 01.2021
  • Technician/Relief Manager of primary compounding laboratory
  • Senior laboratory technician of Nutritional/Vitamin Program section of laboratory
  • Member of WH&S committee
  • Duties included over-seeing the workload and general tasks of the laboratory, compounding of prescription medications/amino acid compounds specific to individual patients, stock control/ordering, assisting the Pharmacist with counselling of patients with medication and product knowledge
  • Administration duties including appointment bookings, correspondence in person, email and via phone, receiving fax, email, and phone enquiries, maintaining patient’s paperwork and files, in-coming and out-going mail
  • Directed training and retraining of employees to boost performance and enhance business results
  • Monitored working environment, making sure it was always safe, positive setting for all employees
  • Provided constructive feedback to workers, which improved morale and boosted efficiency
  • Conflict and complaints resolution with employees and customers to find effective solutions
  • Preparation and posting of postal mail orders both local and overseas

Laboratory/ Dispensary Pharmacy Technician

Cape Byron Compounding Chemist
Bundall, QLD
01.2015 - 01.2016
  • Compounding of prescription and non-prescription medications and cosmetics
  • Cash handling and register operations
  • Solved customer problems in-person or over telephone by assisting with placing orders, navigating systems and locating items
  • Provided consultations and answered inquiries from patients, healthcare professionals and physicians regarding drugs, potential side effects and specified use
  • Communicated with prescribers to verify medication dosages, refill authorisations and patient information
  • Following opening and closing procedures of the store and Laboratory
  • Cleaning and maintenance of the establishment

Senior Laboratory/ Dispensary Pharmacy Technician

Visionary Health Compounding Pharmacy
Newcastle, NSW
01.2010 - 01.2015
  • Precisely measured and combined ingredients to deliver accurate formulation on customer compound prescription orders
  • Monitored ordering of pharmacy medication stock to maintain streamlined inventory and low overhead
  • Helped pharmacist clear problematic prescriptions and address customer questions to keep pharmacy efficient
  • Calculated dosage filled prescriptions and prepared prescription labels with absolute accuracy
  • Provided consultations and answered inquiries from patients, healthcare professionals and physicians regarding drugs, potential side effects and specified use
  • Resolved customer complaints and enquiries with an effective solution ensuring customer satisfaction
  • Cash handling and register operation
  • Cleaning and maintenance of establishment

Education

BUPA Health Insurance Cover Start SALES training and on-going -

01.2021

Laboratory Compounding Technician Course -

PCCA
Sydney, NSW
01.2010

Higher School Certificate -

Callaghan College Senior Campus
NSW
01.2003

Skills

  • Outstanding customer service skills
  • Health Insurance Sales Expertise
  • Ability to exceed KPIs and targets
  • Strong ability to perform optimally in a team setting
  • Commitment to Professional Development
  • Commitment to acquiring and developing new skills
  • Proficient in Multitasking
  • Strong Interpersonal Communication skills
  • Demonstrated ability to quickly absorb and execute new processes and procedures
  • Analytical Problem Solving
  • Exceptional mathematical skills
  • Outstanding attention to detail
  • I take pride in my presentation

Hobbies and Interests

  • Gym Training
  • Reading
  • Anything involving my Labrador ‘B’

References

  • TRACY HARRIS, Current Team Leader at Bupa, Tracy.harris@bupa.com.au
  • KELLY ALLEN, Previously- Manager-Cape Byron Compounding Chemist, 0419171197

Timeline

Cover Start Sales Consultant

Bupa
04.2021 - Current

Relief Manager and Senior Compounding Technician

Visionary Health Compounding Pharmacy
01.2016 - 01.2021

Laboratory/ Dispensary Pharmacy Technician

Cape Byron Compounding Chemist
01.2015 - 01.2016

Senior Laboratory/ Dispensary Pharmacy Technician

Visionary Health Compounding Pharmacy
01.2010 - 01.2015

BUPA Health Insurance Cover Start SALES training and on-going -

Laboratory Compounding Technician Course -

PCCA

Higher School Certificate -

Callaghan College Senior Campus

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EBONY O'SHANNESSY