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PROFESSIONAL SUMMARY

EXPERIENCE

Apr 2018 - Present

Oct 2012 - Apr 2018

ManhattanLife | Houston, TX

• Scaled program development and integration of a cross functional team at an executive level to build and maintain long lasting programs, processes, and implementation.
  

• Spearheaded the development of a scalable internal program supporting seven customer service teams, facilitating the seamless adaptation of health surveys to accommodate modifications to existing insurance applications.

• implemented a framework to effortlessly integrate new categories in anticipation of upcoming charter launches, ensuring tailored solutions for each customer service team.

• Provide effective monitoring and accurate status reports throughout the entire project lifecycle to over 15 project teams, stakeholders, and product owners. This includes comprehensive coverage of time estimation, scheduling, and resource planning.

• Partner with stakeholders and subject matter experts to identify detailed requirements and work with the technical teams to identify feasibility and roadmap the lifecycle of numerous projects simultaneously.

• Enhanced Client Service System, elevating user satisfaction by 40% among 100,000+ users, leading to increased client retention.

• Collaborated with the Chief Operating Officer (COO), Chief Financial Officer (CFO), Chief Marketing Officer (CMO), and Senior Vice Presidents in Web Technology and IT Core Applications to effectively lead the enhancement or launch of over 4 dozen projects. These initiatives have strategically influenced processes across more than 10 teams, contributing to comprehensive improvements throughout the entire organization.

• Energize and lead Scrum ceremonies with a focus on high engagement and effective communication. Implement clear and concise communication strategies to ensure that team members are aligned with project goals, fostering collaborative and dynamic atmosphere during each Scrum event.

Omnicare Pharmacy | Lodi, CA / Houston, TX

• Lead the top performing office in the company by triaging requests according to priority. Research medication order issues and facilitate their resolution by providing exceptional customer service support.

• Successfully led the daily management of thousands of prescriptions, optimizing workflow for precise and timely deliveries.
  

• Oversaw a high-volume pharmacy team, implementing training programs to enhance efficiency and improve prescription handling.
  

• Managed a team that handled over 3000 daily calls, ensuring effective communication with healthcare providers and internal staff.
  

• Enforced stringent quality control measures, ensuring accurate dispensing of medications while adhering to pharmacy laws and regulations.
  

• Strategically planned and prioritized tasks to meet strict daily prescription fulfillment deadlines, collaborating with cross-functional teams for optimal efficiency.
  

• Proactively identified and resolved issues, implementing continuous improvement strategies for enhanced pharmacy operations.
  

• Provided exceptional customer service, addressing inquiries and collaborating with healthcare providers to ensure accurate prescription fulfillment.
  

• Collaborated with the Pharmacist on duty to lead a diverse team of over 40 individuals across multiple teams, fostering effective communication and collaboration to achieve
  

AREAS OF EXPERTISE

• SDLC Management
  
• Risk Management
  
• Agile Methodologies
  

• Product Integration
  
• Root Cause Analysis
  
• Software Testing
  

• System Integration
• Strategic Planning
  
• Process Improvement
  

TECHNICAL SKILLS