Anna Todorova
Summary
Highly organised and customer-focused administrator with over five years' experience providing exceptional customer service, sales support, and administrative assistance within fast-paced healthcare and commercial environments.
Experienced in managing high volumes of customer enquiries via telephone, email and face-to-face, maintaining accurate CRM and customer records, coordinating multiple priorities, and delivering efficient administrative support to busy teams.
Confident using CRM systems, Microsoft Outlook and Excel, with a proven ability to maintain accurate records, prepare documentation, resolve customer queries, and build positive customer relationships. Recognised for excellent communication skills, strong attention to detail, and a proactive approach to problem solving. Comfortable working independently while collaborating effectively with colleagues to ensure an outstanding customer experience
Overview
7
7
years of professional experience
Work history
Dispenser
Woodlands Family Practice, GP Surgery
Gillingham, Kent
2025.02 - 2026.04
- Provided administrative and customer support within a busy GP surgery, managing high volume of patient enquiries by telephone, in person and electronically.
- Dispensed over 270 prescriptions daily while maintaining exceptional accuracy and attention to detail.
- Assessed customer enquiries, gathered relevant information and referred complex cases to the pharmacist when appropriate.
- Maintained accurate patient records using Titan and Pharmacy Manager, ensuring compliance with GDPR and NHS confidentiality standards.
- Processed electronic and paper prescriptions while liaising with GP surgeries, hospitals and healthcare professionals to resolve queries efficiently.
- Coordinated daily workload, prioritised urgent requests and ensured all tasks were completed within deadlines.
- Delivered a professional, friendly and responsive service, ensuring patients received timely updates and support.
- Assisted with a range of administrative duties including document management, telephone communication and record maintenance.
Medicine Counter Assistant / Dispenser
Priory Pharmacy
Orpington, Kent
2022.08 - 2025.11
Medicine Counter Assistant/dispenser
Well Pharmacy
Manchester
2020.03 - 2022.06
CRM & Customer Service Specialist
Anything4Home
Manchester
2019.01 - 2020.02
- Managed over 120 customer tickets per day, including calls, email, and live-chat
- Qualified customer enquiries and identified most appropriate solutions.
- Processed quotations, invoices, refunds, returns and replacements with high level of accuracy
- Updated customers regarding deliveries and resolved after-sales enquiries professionally.
- Used Microsoft Excel to maintain customer information and process orders.
- Worked closely with colleagues and managers to resolve customer issues and improve customer satisfaction.
- Prioritised multiple tasks while consistently meeting service targets and deadlines.
- Streamlined communication channels for efficient service delivery.
- Liaised between customers and internal departments, facilitating smooth operations.
- Fostered strong relationships for improved business prospects.
- Boosted company reputation with excellent customer handling skills.
- Resolved conflicts, ensuring high retention rates.
- Responded to telephone and in-person requests for information.
- Resolved customer concerns promptly to maintain satisfaction.
- Adapted sales techniques to specific clients and promoted products based on individualised client needs.
Education
L4 Certificate - Biochemistry
Keele University
AAA - Chemistry Biology & Physics
Midkent College
Medicine Counter Assistant - L2 NPA
GCSEs - English & Maths
Secondary School
Skills
- Customer service & relationships management
- Pharmacy software expertise
- Microsoft office strong knowledge of Excel
- Administrative and sales support
- Telephone, email and live chat support
- Team collaboration
- Pressure management
- Organisational and time-management abilities
- Pharmaceutical literacy
- Time management
- GDPR & confidential data handling
- Quotations, order processing & after-sales support
- Excellent written and verbal communication skills
- CRM systems & customer record management
Timeline
Dispenser
Woodlands Family Practice, GP Surgery
2025.02 - 2026.04
Medicine Counter Assistant / Dispenser
Priory Pharmacy
2022.08 - 2025.11
Medicine Counter Assistant/dispenser
Well Pharmacy
2020.03 - 2022.06
CRM & Customer Service Specialist
Anything4Home
2019.01 - 2020.02
GCSEs - English & Maths
Secondary School
Medicine Counter Assistant - L2 NPA
AAA - Chemistry Biology & Physics
Midkent College
L4 Certificate - Biochemistry
Keele University