Recognition of Excellence Awards 2021
Customer advisor, Liliana Lemajic believes that pharmacy is the place where she "belongs and can help people"
Liliana Lemajic – known as Lilly – has been working for Boots UK since 1998 doing, as she puts it, “a bit of everything”. But she feels it is the pharmacy where she “belongs and can help people”. As a customer advisor, she works closely with customers as soon as they enter the store, making recommendations and giving advice.
Lilly knows her store back to front – as well as others across London – and impresses colleagues and customers alike with her fantastic product knowledge. She was nominated by a pharmacy customer who received exceptional service when she presented with a stubborn cold sore that hadn’t responded to treatment and was starting to weep. Lilly knew exactly what to suggest – and it worked. “Her knowledge is brilliant,” the customer says.
By taking care to not only recommend products to solve problems but also pre-empt them, Lilly brings a personal touch to her work that customers can only benefit from.
RoE judge and senior manager of pharmacy learning and development at Boots UK, Richard Dunne was particularly impressed with how she “brought to life how the role of a counter assistant is so varied”. For Lilly, however, the credit lies with the support of her entire team. She says: “I couldn’t do anything I do without the support they give me.”