Aaron Arvin A. Acuna
Phoenix,Arizona
Summary
Results driven and seasoned operations manager with over 20 years of experience in the BPO industry focusing on strategic planning, process optimization and team leadership. Adept at driving operational excellence and fostering cross-functional collaboration to achieve business objectives. Proven track record in reducing operational cost and enhancing overall operational efficiency. Skilled Pharmacy Technician with background in medical prescription assistance and customer service. Experience includes managing medication inventory, providing patient counseling, and assisting pharmacists with prescription fulfillment. Strong communication skills, knowledge of pharmacy law and ethics, ability to manage multiple tasks simultaneously highlight abilities. Previous roles have showcased commitment to patient care, efficiency improvement in workflow management, and fostering relationships with healthcare providers.
Overview
18
18
years of professional experience
Work History
Pharmacy Technician (Apprentice)
Walgreens
06.2024 - Current
- Assist pharmacists in the preparation and dispensing of medications
- Maintain accurate patient records and medication histories
- Manage inventory, including ordering, receiving, and stocking medications
- Provide excellent customer service to patients and healthcare providers
- Ensure compliance with all pharmacy laws and regulations
- Perform other duties as assigned by the supervising pharmacist
- Operated cash registers to accept payments from customers.
- Performed data entry for patient profiles, billing information and prescription orders into the pharmacy software system.
- Supported pharmacy operations by answering phone calls and directing queries appropriately.
- Received and stored incoming supplies and informed supervisors of stock needs and shortages.
Operations Manager (Program Lead)
Concentrix
02.2020 - 03.2024
- Program Lead for an account with 160 agents, 20 support specialists and 5 Team Managers
- Completed work from home pandemic rollout 1 week earlier compared to other lines of business
- Successfully transition to a new support platform while maintaining productivity during the pandemic
- Drives the team towards the Programs objectives nurturing a culture of coaching, feedback, rewards, and accountability
- Awarded Top Line of business for 2021
- Successfully implemented an alternative computation for productivity hours, which led to a $5,000.00 increase in revenue for my account
- Successfully collated, analyzed, and presented the customer satisfaction drivers to the client and proved that mandated goals are not feasible based on product related concerns
- Client adjusted customer satisfaction goals to a manageable level
Operations Manager
Concentrix
04.2012 - 01.2020
- Handled a cluster with 150 agents and 5 Team Managers
- Support and communicate business goals, production and quality/compliance standards, processes and procedures and policies
- Drives the team towards the Programs objectives consistently following PMS which helped in the program to attain best of breed overall
- Keep management apprised of Team Manager/Agent morale and satisfaction levels and escalates issues affecting Team Manager/Agent morale and satisfaction to management, which resulted to a high return in employee satisfaction scores for the LOB
- Makes sure updates are cascaded in a timely manner and performance is maintained by collaborating with TMs formulating action plans and making sure it is implemented
- Attend and present performance data to Client during the MBR and QBR
- Attend and collaborate in the weekly TQO sessions to ensure all business requirements are rolled out and executed perfectly by the operations team
Team Manager/Sr. Team Leader
Concentrix
05.2011 - 03.2012
- Handled a team with a maximum number of 21 agents
- Support and communicate business goals, production and quality/compliance standards, processes and procedures and policies
- Monitors the quality of work and provides the necessary development to associates in order achieve quality and productivity goals that contribute to the overall goals of company
- Drives the team towards the Programs objectives consistently following PMS (LEAD)
- Manages Ticket queue and makes sure that service levels are met by driving productivity
- Proactively manage Attendance Standards compliance and Leaves of Absence in accordance with company policy and practice
- Evaluate the need for advanced actions based on attendance data and act accordingly
- Manages LOB SIL allocation and approval
Team Manager/Sr. Team Leader
Concentrix
01.2007 - 05.2011
- Shift officer in charge if in any case the Shift lead is away
- Makes sure updates are cascaded in a timely manner and performance is maintained by collaborating with co-TMs formulating action plans and making sure it is implemented
- Diffuse irate customers, resolves escalated customer inquiries, performs appropriate judgment calls regarding account issues and provides necessary follow-up to customers
- Support and communicate business goals, production and quality/compliance standards, processes and procedures and policies
- Drives the team towards the Programs objectives consistently following PMS (LEAD)
- Proactively manage Attendance Standards compliance and Leaves of Absence in accordance with company policy and practice
- Evaluate the need for advanced actions based on attendance data and act accordingly
- Head of ATT ICU team for Libis, takes care of managing difficult/complex escalation issues and coordinates with client regarding exemptions given to the customer for satisfaction
Education
Bachelor's/College Degree - Computer Science
AMA Collage
04.2002
Skills
- Microsoft Excel
- Microsoft Word
- Microsoft Outlook
- Data entry
- Staff development
- Data analytics
- Strategic planning
- Performance improvements
- KPI tracking
- Coaching techniques
- Coaching and mentoring
- Conflict resolution
- Cross-functional collaboration
- Ability to work well under pressure
- Medication dispensing
- Patient record maintenance
- Prescription processing
- Customer service
- Confidentiality and HIPAA
References
- Erin Selke, Pharmacy Operations Manager (Pharmacy Technician), Phoenix, Arizona, (480) 5287-402
- Cristina Ramirez Padilla, Pharmacy Manager (Pharmacist), Phoenix, Arizona, (480) 5287-402
- Stephanie Paz-Santos, Associate Director, Manila, Philippines, stephanie.paz@concentrix.com, +63 9175136948
- Arlyn Almacen-Revillo, Director, Service Delivery, Concentrix, arlyn.revillo@concentrix.com, +63 9209693455
- Abigail Bayani, Associate Director, Concentrix, abigail.sandoval@concentrix.com, +63 9175994317
Scholastic Background
Bachelor's/College Degree, Computer Science, AMA College, 04/01/02
Personal Information
- Age: 47
- Place of Birth: Quezon City, Philippines
- Citizenship: Filipino
- Date of Birth: 03/04/78
- Marital Status: Single
- Religion: Catholic
References
References available upon request.
Timeline
Pharmacy Technician (Apprentice)
Walgreens
06.2024 - Current
Operations Manager (Program Lead)
Concentrix
02.2020 - 03.2024
Operations Manager
Concentrix
04.2012 - 01.2020
Team Manager/Sr. Team Leader
Concentrix
05.2011 - 03.2012
Team Manager/Sr. Team Leader
Concentrix
01.2007 - 05.2011
Bachelor's/College Degree - Computer Science
AMA Collage
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