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Skills

  • Operational policy development and enforcement
  • Quality Assurance and Service Standards
  • Profit improvements
  • KPI Development and Monitoring
  • Internal auditing and compliance reviews
  • Therapy programs
  • Immunizations
  • Seasoned in medical clinical procedures
  • Drug utilization review
  • Loss prevention management

Work Experiences

  • Collaborated with finance and procurement teams to manage an annual operating budget of $6, consistently coming in under forecast by 72%.
  • Coordinated a service-wide training initiative impacting 18 employees, drastically improving response times by 68% in the first quarter.
  • Compounding, mixing, packaging, and labeling procedures were all implemented by me.
  • Was in charge of ordering all pharmacy supplies and keeping track of inventory levels.
  • Increased patient satisfaction by 10% within several months.
  • Redesigned patient access and back-office workflow processes, resulting in a system-wide staffing cost reduction of 16%.
  • Achieved results within one year.
  • Aligned internal processes with evolving customer demands, resulting in an Outstanding Service Award for service excellence in 2017.
  • Achieved an Innovation Award for service excellence.
  • Boosted customer interaction efficiency by 79%.

Summaries

  • Achieved a 85% boost in satisfaction.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Achieved results within 13 months.
  • Achieved improvements through process digitization.
  • Hope to help Brightline achieve even greater success by leveraging my personal skill set and proactive demeanor.
  • Achieved a 54% drop in turnover among key staff members.
  • Achieved a 58% reduction in critical incidents.
  • Excellent planning and program management skills. Highly organized and hardworking.
  • Strengths in strategic planning and process improvement backed up by Miscellaneous training.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.

Accomplishments

  • Reduced operational bottlenecks by redesigning workflow processes, resulting in a 85% improvement in throughput time and service completion rates.
  • Initiated staff cross-functional training programs, improving operational flexibility and reducing overtime expenses by 20%.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Streamlined recruitment and talent acquisition, lowering average time-to-hire by 76% leading to a fully staffed operations team in two years.
  • Optimized deployment protocols during peak service periods, reducing average client wait time by 35% while handling 12 additional requests per week.
  • Led contract negotiations with key service providers, saving the department procedure% of the projected costs across 6 quarterly contracts.
  • Implemented a performance metric system to track client satisfaction, leading to an overall improvement of 26% in customer ratings within the past year.
  • Trained 11 junior managers in performance management, enabling a 78% increase in overall team output and 69% reduction in critical errors.
  • Designed and executed a fleet management program that enabled the organization to expand its service reach by 70%, keeping capital expenses under control.
  • Formulated data-driven strategies that improved employee engagement, increasing team productivity by 68% in less than three years.

Affiliations

  • Association of Information Technology Professionals
  • Global Association for Quality Management (GAQM)
  • Association for Computing Machinery
  • International Association of Service Operations Management (IASOM)
  • Council for Six Sigma Certification (CSSC)
  • Lions Club
  • Society of Women Engineers
  • American Medical Informatics Association
  • Society of Human Resource Management
  • National Association of Social Workers

Certifications

  • Customer Service Excellence (CSE) Certification – Phoenix
  • Certified Public Accountant (CPA)
  • Google Certified Professional Cloud Architect
  • Certified Manager (CM) - Institute of Certified Professional Managers
  • Certified Quality Improvement Associate (CQIA) - American Society for Quality (ASQ)
  • Salesforce
  • Certified Public Accountant
  • Certified Call Center Manager - Meridian
  • Cisco Certified Internetwork Expert (CCIE)
  • Advanced Customer Service Certification (ACSC) – Brightline

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