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Click here or scroll down to respond to this candidateCandidate's Name PHONE NUMBER AVAILABLE
Bedminster, New Jersey Street Address
EMAIL AVAILABLE
Summary
Customer-centric client relations professional have expertly improved workflows within client and service teams. Effective leadership resulted in consistently exceeding client expectation.
Quality focused managed, reported, and performed Adverse Event audits, Complaint and Grievance audits, and numerous service and operational audits.
Highly effective Executive proficiently develops and facilitates cross-functional teams supporting client requirements - Strong ability to match employee strengths with appropriate job function creating a win-win environment.
Proven Leader Exceptional Organizational Skills Process Improvement Focused US and International Customer & Client Management Quality and Training Management
Regulatory Affairs Oversight
Professional Experience
PARTRIDGE HILLS, INC Nov. 2016 to Present
MARTINSVILLE, NJ
Consultant
Streamline organizational workflows and training programs
Monitor and maintain compliance, training and development tracking
Manage employee benefit programs
STAFFORD COMMUNICATION Aug. 2014-Sept. 2016
NEW PROVIDENCE, NJ
Consultant Vendor Management
Pfizer (McKesson, UBC/Express Scripts) Novartis Sleepy s
Liaison between Pharmaceutical Corporations and their Service and Operations vendors -Vendor management:
Oversight of all regulatory data monitoring and reporting (adverse events/complaints and grievances)
Supervision of all Customer Service and Operations quality reviews including monthly, quarterly and ad-hoc audits
Oversight of all training materials (development through roll-out)
Develop, guided and lead vendor focus groups, identifying areas of opportunity and overseeing action plans for resolution - proposing and implementing workflows and training changes for enhanced service
Create and prepare General Service Agreements and Task Orders for new vendor installations
Account Manager
Splenda (US & International) Beiresdorf Canada
Develop and implement new client installs
Initiate value-added programs focused on increasing quality, performance and productivity
Development and roll out of clinical training programs
Managed the quality audit review process and reporting developed action plans for improvement
Candidate's Name PHONE NUMBER AVAILABLE
Bedminster, New Jersey 07921
EMAIL AVAILABLE
EXPRESS SCRIPTS, MONTVALE, NJ 2000-2014
(Formerly Medco Health Solutions)
Sr. Project / Client Manager United Healthcare 2008-2014
Client Facing Account Management Liaison Pharmacy Service and Operations (Customer Service/Client Services)
Met and exceeded Service-level Agreements and Performance Goals
Improved Client Satisfaction with the development and maintenance of client-specific customer service training materials and decks
Complaint and Grievance Oversight to ensure quality reporting expectations were met and maintained
Compiled, reviewed, and analyzed Service and Operation reporting and develop action plans for improvement
Assembled and lead service workgroups to build out member migration plan from needs analysis thru fruition
Implemented customer service migration of 14 million United Healthcare members
Ensured high-caliber development of migration training materials, train the trainer sessions and training rollout plan
Sr. Client Service Operations Manager 2005-2008
Managed the operational readiness and impact for the United Health Group Client as well as all Northeast regional client activities including client deployment/installations, plan changes, terminations, and day to day accountabilities
Supported the UHG Client as well as the Northeast regional account teams for all mail service and customer service operational activities and associated tasks
Liaison between account teams, clients and all operational field sites
Operations Manager 2000-2005
Performed analysis, made recommendations and executed new departmental workflows with dramatic positive impact lowering customer service cost, and increasing quality scores through efficiency improvements
Established and maintained departmental KPI s (Key Performance Indicators)
Developed, implemented and executed new policies and procedures within claims processing environment while maintaining productivity and quality expectations
Managed and directed many levels of employees within Front End Mail Room Operations, Claims Processing and Correspondence
Additional Related Experience
Leadership Council Team Member
Six Sigma Green Belt, Project Team Champion, Project Team Leader
Education
Bachelor of Arts Kean University Union NJ Certified to Teach K-12 - State of NJ |
