Proficient Business Manager successful at overseeing all aspects of business operations. Goal-driven leader, change manager and strategic problem solver with a growth mindset. Knowledgeable about many products, cross functional collaboration, and inventory management.
Skills
Customer retention
Project management
Employee motivation through culture resources
Employee development
Cross-functional team management
Proficient in internal systems including AXIS, IMD, Salesforce, SBM, Solaris, Excel, Word, Teams, and One- Note
Experience
11/2018 to Current
Business Manager Pae Government Services Inc – Franklin, TN,
Oversee and lead a team of 18 Medical Implementation Managers that facilitate end-to-end implementations of our Key Account Business
Assign work, ensuring implementations proceed timely and assist in removing obstacles in order for the team to achieve their goals.
Build strong relationships with my assigned Health Plan partners to ensure open dialogue and providing applicable updates, and also to remove obstacles.
Serve as first point of contact within team for escalated issues, researching issues and reporting out on customer and or specific national related issues
Development of the Implementation team to not only focus on a career path within Implementation but focused career growth as well
Partners with internal contacts in order to address concerns with internal systems and providing feedback and resolution on systems such as AXIS, IMD, SBM, and Solaris.
Oversee national Medical Implementation Projects in order to enhance the morale of the team overall but also to meet the needs of our customers.
Oversee employee hiring, recruitment and training for multiple business locations.
Cultivate relations with customers and dealership personnel to drive client retention and long-term growth initiatives.
10/2016 to 11/2018
Business ManagerPae Government Services Inc – Goodfellow Air Force Base, TX,
Oversaw and lead a team of 12 Pharmacy Implementation Managers that facilitate and coordinate the Implementation of UHC Pharmacy Accounts.
Assigned work, ensuring implementations were proceed timely and oversaw overall readiness for the team to meet the needs of our customers
Monitored implementations within the team, working closely with Optum RX partners and the Medical Implementation Team to enhance the relationships and collaboration
Served as first point of contact within team for escalated service issues, researching issues and developing customer specific action plans.
Coach and developed a multi functional team to include Pharmacy, Real Time Balance Exchange, and NYCHRA business.
Managed cross functional projects in order to enhance the customer experience while focusing on NPS.
10/2014 to 10/2016
Business ManagerPae Government Services Inc – Greenville, TN,
Oversaw and lead a team of 12 Dental Vision Implementation Managers that facilitate end-to-end implementations of Key Account, and Global Solutions groups.
Assigned work, ensuring implementations were processed timely
Monitored implementations within my team, while bridging the gap between systems and Medical Implementation to best meet the needs of our customers
Served as first point of contact within team for for implementation delays, escalated issues, project work, and team culture
Coach and developed a team of new Implementation Managers to their role to succeed
Built and sustained relationships with Underwriting, Global Solutions, and Health Plan Partners
Reduced process lags by hiring top talent and managing staff to ensure optimal productivity.
Represented integrity and professionalism in all areas of business, serving as mentor and roll model to staff.
11/2007 to 10/2014
Business ManagerPinnacle Technical Resources Inc – Coppell, TX,
Oversaw and lead a team of 20 CDH Implementation Managers that facilitate end-to-end implementations of Key Account, and National Account employer groups
•Facilitated projects in order to expand the scope of the team's capabilities with internal business partners
Assigned work as needed
Monitored implementations within the team, working closely with matrix and health plan partners
Conducted focus groups to ensure employee feedback was provided in order to enhance moral using culture resources within the team.
Serve as first point of contact within team for escalated service issues, researching issues and developing customer specific action plans
Coached and developed a team of Implementation Managers
Created Smart Goals for the team in order to achieve the highest level of customer satisfaction
•Manages and is accountable for professional employees and/or supervisors. •Impact of work is most often at the local level.
Education and Training
Expected in 06/2000
High School Diploma: Edwin O Smith High School - Storrs, CT, GPA:
Accomplishments
Current Culture Ambassador, Innovation Advocate, and member of the Inclusion and Diversity Council
Participated in highly effective Voice of the Employee program that significantly impacted efficiency, growth, employee satisfaction, and improved operations.
Activities and Honors
MVP for both 2013 and 2016 due to the success of my teams at the time
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