Naresh Kumar

Experience

• 

  Private pharmacy

  Nov 2008 - Dec 2013

  Assisted customers with enquiries, prescriptions and product information ensuring high service standards.Built, managed and maintained relationships with customers ensuring all questions regarding promotions and products were answered and that the company was consistently presented in a positive light.Reviewed and priced drug orders, 3rd party transactions and administrative functions in liaison with Pharmacists.Provided comprehensive support to pharmacy staff with inventories, purchasing and goods receivedResponsible for filling and dispensing prescriptions on a day to day basis in line with patient and clinical needs.Accountable for compounding and repackaging drugs including doses, topical medications and sterile products.Processed credit card and cash transactions ensuring high levels of accuracy and timelinessManaged stock rotation, checked for expired medications, pre-packed bulk medications and attached labels.Planned and organised store merchandise to promote brands and products to customers.Maintained and updated patient profiles with personal information and medication details.Ensured high standards of cleanliness and sterilisation to maintain safe and sanitary conditions at all times.Identified, recommended and obtained out-of-stock products in line with customer requests. Show less Served as a primary point of contact for customers, GP surgeries and other healthcare professionals. Ensuring all prescription requests, enquiries and purchases were handled in line with company policies.Ensured confidentiality regulations were maintained at all times and consistently exceeded service standards.Assisted customers with enquiries, identified their needs and provided comprehensive product knowledge.Processed customer transactions and monitored petty cash to ensure tills were financially stocked.Maintained up to date knowledge on products and service changes to ensure accurate information was available and provided to customer and healthcare professionals.Responsible for managing, reviewing and restocking the inventory on a monthly basis in line with store needs.Worked in close collaboration with vendors regarding order availability, future inventories and special orders.Identified, recommended and ordered out-of-stock products based on customer requests.Provided support to Pharmacists with pricing and ordering medications, 3rd party transactions and paperwork.Appointed as a key holder with responsibility for opening and closing the store as required.Accountable for administering day to day paperwork within the pharmacy and supported the accounting department with invoicing and shipping issues. Show less

  • Counter Assitant

    Jan 2013 - Dec 2013

  • Counter assistant

    Aug 2012 - Mar 2013

  • Counter Assistant

    Nov 2008 - Aug 2012
• 

  Kent Police

  Jan 2014 - Dec 2017

  Communications Officer

  Primarily accountable for assisting customers with enquiries, emergencies and complaints through effectively managing a high volume of inbound customer calls.Identify customer needs, collate and record customer information and ensure delivery of the highest standards of service and support at all times.Effectively manage incidents in collaboration with the Supervisor through maintaining radio contact with operational and emergency staff, and ensuring resources are effectively utilised.Direct police resources as required ensuring emergency and critical situations are consideredRefer unresolved customer grievances to designated departments for further investigation as required.Instrumental in diffusing and handling challenging and volatile customer situations in a calm and empathetic way.Deliver training and mentoring to staff regarding the handling and dispatching of callsMonitor and review staff performance, identify training needs and ensure development goals are achieved.Work in close collaboration with colleagues, officers and members of the public to effectively manage issues.Liaise with police officers and emergency personnel to ensure calls are attended to within defined time frames. Show less

• 

  Capita IT Enterprise Services

  Dec 2017 - Jan 2018

  Communications Manager

  Help develop a Communications strategy and associated planTranslate and differentiate information to suit the audienceEngage with and present to a range of stakeholder groups including senior management and board level

• 

  Diebold Nixdorf

  Feb 2018 - Apr 2023

  Responsible for technical fault diagnosis on a number of customer accounts, covering Self-CheckOuts (SCO), ATMS and POS devices Delivering remote fixes resulting in less downtime for the customer and saving company resourcesRemotely deploying software to SCO using the Ivanti Endpoint ManagerUsing remote diagnostic tools in order to provide direction to engineers for first time resolution, including likely faults, the skill level required to resolve the fault, and spare part requirements, in EBS CRM systemSupporting Engineers Via Phone/ Teams by providing remote support, technical documentation and guidance to ensure a first time fixUpdating EBS CRM tickets , in real-time, on activity and progress of outstanding callsTaking ownership of multi-visit calls with the purpose of resolving the call in the next engineer visit by instructing engineers on actions required. Analysing completed multi visit jobs and then compiling reports in Microsoft Excel in order to identify improvements which can be made with the intention of providing a continually enhanced service to all clientsWorking to strict SLA/ KPI Supporting 1st line agents with fault identification and advice for resolutionLiaising with local customer representatives/client help desks, in order to diagnose faults within recommended time scalesProactively reading technical documentation to ensure technical skills are up-to-dateCollaborating with internal departments in order to swiftly identify and resolve issues on customer sites Completing ad hoc duties and tasks allocated through line management as requiredUpdating documentation for the 1st level department in order to guide them through First Line Maintenance when speaking directly to customers Show less Translating and differentiating information to suit different audiencesWorking to strict service level agreementsUpdating client queries into a databaseTaking and resolving high volumes of inbound calls while providing first-class customer serviceEscalating tickets to the customer in a timely manner, calling them where necessary to provide adviceOut of Hours Service AnalystManage an Excel spreadsheet covering an out of hours serviceUsing formulas to dissect relevant data and formatting the spreadsheet to ensure consistency Conferring with clients through various forms of media to ensure branches receive an out of hours servicePerform the role of Duty ManagerProvide staff their tasks for the day, ensuring they have scheduled breaks and lunches Working with other departments to deal with incidents that may arise Providing a contingency in the event of staff sicknessEnsuring the clients are kept informed of any effects to the service level agreements Show less

  • Technical Support Engineer

    Jan 2020 - Apr 2023

  • 1st Level Helpdesk Agent

    Feb 2018 - Jan 2020
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  Microlise

  Apr 2023 - now

  Product Support Specialist