MY EXPERIENCE
Detail-oriented, bilingual Management Professional highly regarded for leading process and performance improvements in both Healthcare Operations and Technology Call Center Support, delivering record increases in both profits and customer satisfaction. Strategic thinker with more than ten years of success leading teams with strengths in concept development, employee performance, staff retention, and business management. Exceedingly organized and skilled in communication, analysis, and building long-lasting relationships with internal and external stakeholders. Known for identifying critical areas of strengths and weaknesses and devising solutions that directly impact profitability, productivity, and efficiency. Exemplary educational qualifications include a Bachelor of Science (Summa Cum Laude) in Health Administration from Southern New Hampshire University.
November 2019 - Current
OPERATIONS MANAGER
ALLIANCERX WALGREENS PRIME
I ensure the organization adheres to client contractual obligations by providing day-to-day guidance and oversight to six supervisors, managing 30 employees each. Additionally, conducting weekly discussions with supervisors, which include yearly performance reviews and one-on-one discussions. Closely, monitoring company compliance policies and procedures, turn-around times, and adherence of key performance indicators (KPIs) within organizational standards. I analyze quality performance reports to determine trends to make the best process improvements. Driving organizational goals to attain daily pharmaceutical order volumes to achieve productivity projections and trends. Working closely with Account Management to address or recommend solutions to mitigate member escalations, customer service experiences, pharmaceutical logistical order concerns, billing/reimbursement inquiries, and shipping status. Collaborating with the compliance team, site director and supervisors to audit and to address member recordings related to adverse events, HIPAA and pharmacist counseling requests. To read more details about my role, click the details button below.
2015 to 2019
SENIOR MARKET RESEARCH ANALYST
BAYLOR SCOTT & WHITE HEALTH
In this role, I collected, analyzed, and interpreted intelligence on consumers (satisfaction, retention, loyalty, etc.), competitors, and the marketplace to inform strategic business goals concerning growth, service line focus, and community outreach programs.
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2013 to 2015
STROKE REGISTRY SITE COORDINATOR
METHODIST HEALTH SYSTEM
I served as liaison for all administrative tasks related to the customer website, developed and maintained general policies, standard operating procedures, and quality assurance processes for data abstraction, analysis, submission, and reporting. I also oversaw all requests for registry information and data to include: clinical interpretation of data, data submission process, data quality, and comparative institutional report interpretation.
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2013 to 2013
CALL CENTER MANAGER
TMX FINANCE
I managed a title loan call center consisting of 15 associates supporting 750 offices nationwide. I also served as the escalation contact to clients, partners, and internal teams and supported sales staff, account management, and leadership. Handled forecasting, scheduling, hiring, and employee relations to determine staffing needs.
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2010 to 2012
TEAM LEAD (MANAGER)
BLACKBERRY
I indirectly managed a technical support operations department with over 70 staff that supported BlackBerry Enterprise Solutions to 150 Fortune 100 companies, state and government agencies. As one of three managers, I had 23 direct reports, consisting of tier-three Microsoft/BES Certified Analysts and Support Account Managers.
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2003 to 2010
CALL CENTER AND COMMUNICATION DIRECTOR
METHODIST HEALTH SYSTEM
i oversaw two departments with 3 direct managers in the call center and the private branch exchange (PBX) department. I defined policies, procedures, metrics, and reports for call center operations. Monitored system performances and improved processes to ensure prompt and accurate responses.
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2015 to Current
SERVICE OPERATIONS MANAGER
ALLIANCERX WALGREENS PRIME
Ensure the organization adheres to client contractual obligations by providing day-to-day guidance and oversight of six supervisors, managing 30 employees each. Conduct weekly discussions with supervisors, which include yearly performance reviews and one-on-one discussions. Monitor compliance policies and procedures, turn-around times, and ensure adherence of key performance indicators (KPIs) are within organizational standards. Analyze quality performance reports to indicate trends to make process improvements as well as provide coaching where needed. Drive organizational goals to attain daily pharmaceutical order volumes to achieve productivity projections and trends. Work closely with Account Management to address or recommend solutions to mitigate member escalations, customer service experiences, pharmaceutical logistical order concerns, billing/reimbursement inquiries, and shipping status. Collaborate with compliance team, site director and supervisors to audit and to address member recordings related to member adverse events, HIPAA and counseling request to consult with pharmacist.
Drive retention efforts with focus on exceeding pharmaceutical fulfillment and revenue targets.
Execute staffing requirements in line with volume budgets, projected attrition and retention.
Critically Analyze call key performance indicators (KPIs) member satisfaction index, call resolution, service level, average handle time, after call work time to improve call performance and member experience leading to increased sales and revenue prescription fulfillment.
Exceed targets rates in terms of call volume, both on a monthly and annual basis, current averages:
Inbound – 2.5(M) + Outbound – 600(k) Abandonment – 3%