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Skills

  • Cross-Functional Leadership
  • Client retention and cross-sell strategy
  • Drug inventory management
  • Healthy meal preparation
  • Customer feedback loop optimization
  • Organizational growth strategy
  • Project management in cross-functional teams
  • Inventory and restocking
  • Loss prevention management
  • Hiring and recruitment

Work Experiences

  • Collaborated with marketing and sales teams.
  • Was in charge of all financial transactions and management functions, as well as the strategic management of the $15 operating budget.
  • Redesigned patient access and back-office workflow processes, resulting in a system-wide staffing cost reduction of 15%.
  • Contributed to an increase in quarterly revenue by 19%.
  • Achieved a 49% EBITA margin increase.
  • Coordinated between departments for service-level continuity.
  • Chaired a service review board.
  • Achieved Employee of the Year for continuous improvement.
  • Aided in onboarding 18 new clients.
  • Increased patient satisfaction by 10% within three years.

Summaries

  • A gifted individual who speaks 9 languages fluently.
  • Effective Pharmacy Manager with strong customer service, phone etiquette, and problem-solving abilities.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Achieved 52% growth in key benchmarks.
  • Within Miscellaneous, senior Director of Integrated Services and outstanding performer in project management and data analysis.
  • Achieved a 40% reduction in failures.
  • Achieved a 55% boost in Net Promoter Scores (NPS).
  • Expert at streamlining processes, increasing team productivity, and lowering costs to ensure long-term nursing home operations.
  • Entry-level Pharmacy Manager with exceptional stakeholder engagement and risk assessment knowledge.
  • Achieved Innovation Award for excellence.

Accomplishments

  • Orchestrated the seamless integration of 10 platforms, leading to a 63% improvement in process efficiency and reducing system redundancies.
  • Drove the implementation of automated feedback systems that provided real-time data insights, increasing customer retention rates by 71%.
  • Implemented data analytics techniques for real-time performance monitoring, reducing service delivery times by 53% and cutting fulfillment costs by $6 annually.
  • Designed and tested new innovative service tools that resulted in an Jira award, recognized for contributing to a 18% boost in customer satisfaction.
  • Optimized resource allocation strategies for the service department, delivering services 67% faster with a headcount reduction of 18 without compromising quality.
  • Secured long-term partnerships with global vendors which resulted in 15% vendor cost reductions, and improved procurement efficiencies by 30%.
  • Identified and implemented advanced CRM solutions that increased overall customer engagement metrics by 16% within the first several months.
  • Successfully piloted eLearning programs, raising employee certification completion rates by 26%, while ensuring cost-efficiency at 36% below projected budgets.
  • Developed and executed multi-year strategy to optimize customer feedback loops, resulting in a 61% increase in Net Promoter Score (NPS) within the past year.
  • Led a multi-disciplinary team in the launch of new services across 3 regions, increasing customer acquisition by 57%.

Affiliations

  • Society of Women Engineers
  • Association of Information Technology Professionals
  • Facilities Management Association (FMA) – Regular Speaker and Contributor
  • Society of Human Resource Management
  • Lions Club
  • Predictive Maintenance Task Force – Chairperson since 2024
  • Project Management Institute
  • Monitoring, Automation & Predictive Maintenance Organization (MAPMO) – Technical Advisor
  • Project Management Institute (PMI), active member since 2020
  • National Association of Service Managers (NASM) – Professional Member

Certifications

  • Digital Transformation and Service Integration Certificate
  • Business Analytics Professional Certificate by process
  • Customer Success Manager (CCSM) Certification
  • Advanced Stakeholder Communication and Alignment Certificate
  • Risk Management Professional (RMP) Certification
  • Certified Director of Operations through Executive Leadership Institute
  • Certified Information Technology Infrastructure Library (ITIL) Expert
  • Certified Service Manager (CSM) by IASSC
  • Microsoft Certified Solutions Expert (MCSE) in Cloud Platform & Infrastructure
  • Human-Centered Service Design Practitioner (HCSDP) Certification

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