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Skills

  • Adapting to remote work environments
  • Strategic problem-solving
  • Team building
  • Driver Safety Programs
  • Route Navigation
  • Financial administration
  • On-Time Delivery
  • Method equipment
  • Data Analysis / Trend Assessment
  • Cross-functional team collaboration

Work Experiences

  • Looked at each employee's individual strengths and started a mentoring program to help them improve in areas where they were weak.
  • Employees were delegated initiative daily tasks, which streamlined daily progress and efficiency.
  • Kept track of 7 employees' daily activities and devised plans to address issues that resulted in procedure.
  • Devised and put into action strategies to boost operational efficiency and accuracy.
  • Used performance data to evaluate and improve operations, as well as forecast needs and target current business conditions.
  • Trained, coached and mentored staff to support smooth adoption of new standard program.
  • Trained, coached, and mentored staff to ensure that the new initiative program was implemented smoothly.
  • Helped with regulatory compliance by supervising all audits to ensure protocol compliance.
  • Worked to establish key internal functions and outline the scope of positions for the new organization by recruiting, hiring, and training initial personnel.
  • Used vendor management and quality assurance to cultivate and strengthen long-term client relationships.

Summaries

  • Offering 16 years of transportation system evaluation and optimization experience.
  • Operations Supervisor, Case Management Department who is forward-thinking and knows a lot about vendor management.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Forward-thinking leader with experience in setting goals, quality standards, and initiative initiatives, as well as ensuring that objectives are met quickly and efficiently.
  • Expert in initiative industry protocols with a track record of successfully leading shifts while providing excellent guidance and employee leadership.
  • Experienced Operations Supervisor with a strong understanding of business and employee management.
  • With over 13 years of progressive Miscellaneous experience, I am a results-oriented Operations Supervisor.
  • Offering risk assessment and performance reporting, meticulous leader and strategic planner with broad managerial acumen.
  • Well-versed in project management and a stickler for deadlines.
  • With 16 years of customer service experience, Operations Supervisor, Case Management Department is insightful.

Accomplishments

  • Mentored a team of case managers, reducing employee turnover by 55% while improving team morale and cohesion.
  • Initiated performance improvement plans that enhanced first-call resolution rates by 71%, reducing follow-up inquiries.
  • Refined the case allocation process using real-time data analysis, increasing the average number of closed cases per person by 24%.
  • Facilitated cross-departmental meetings that encouraged knowledge sharing, leading to improved cross-functional synergy and 59% faster inter-team collaboration.
  • Developed and implemented individualized performance improvement plans that helped 72% of underperforming team members meet or exceed metrics.
  • Worked in collaboration with customer success to resolve procedural bottlenecks, resulting in a 81% reduction in response time to client issues.
  • Documented and resolved framework which led to standard.
  • Partnered with external auditors to assess operational risks, creating a business continuity plan that ensured 81% uptime during an unexpected standard.
  • Drove an initiative to reduce response timelines for escalated cases, achieving a 48% faster resolution within the first 18 months.
  • Coordinated a successful migration to a new case management system that improved team productivity by 22% within the first 13 months post-implementation.

Affiliations

  • Jaycees
  • National Association of Healthcare Access Management (NAHAM)
  • Institute for Safe Medication Practices (ISMP)
  • Association for Healthcare Documentation Integrity (AHDI)
  • Commission for Case Manager Certification (CCMC)
  • Association for Supply Chain Management (APICS)
  • Project Management Institute
  • Lions Club
  • American Marketing Association
  • National Association for Healthcare Quality (NAHQ)

Certifications

  • Certified Specialist in Healthcare Operations – Beacon Labs
  • Employee Engagement and Retention Strategy Certification – Vantage
  • Certified Process Automation Specialist – 2018, Lakeside Partners
  • Data-Driven Decision Making for Managers – Online Course, Summit Group
  • Certified Public Accountant
  • Certified Specialist in Organizational Change Management (CSOCM) – 2016 – Summit Group
  • Conflict Resolution and Mediation Certification - Lakeside Partners
  • Certified Business Analysis Professional (CBAP)
  • Certified in the Fundamentals of Case Coordination – Brightline
  • Advanced Lean Process Improvement Certification – 2020 – Beacon Labs

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