Aba Opoku
North Richland Hills,United States
Summary
Multi-talented business leader bringing 8 years of experience as successful Project and Operations manager. Strategic problem solver and change manager. Visionary executive implements plans that meet current and future needs. Key expertise in health care industry.
Overview
11
11
years of professional experience
Work History
CEO/Founder
Opoku Advisors LLC.
Remote(TX)
04.2018 - Current
- Services Offered: Management Consulting, Event Planning, Travel Itinerary Coordination
- Client Services: Leads business operational and cross-functional engagement efforts across various departments, balancing resources and stakeholders for prioritized and high level projects, providing strategic operations managing proper expectations and desirable outcomes.
- Events & Travel Management: Strategically provided end-to-end planning for global and domestic trips, successfully producing multiple itineraries for destination travel celebrations, building and nurturing relationships with airlines, hotels, and other key stakeholders supplying clients with needed resources to optimize efficiency and foster seamless travel coordination.
Regional Human Experience Manager
JLL
Plano, Texas, United States
10.2022 - 03.2023
- Administrative Management: Managed, coordinated and supervised the full range of administrative management activities functions leading a team of 13 Guest Service Agents for the Capital One account enhancing operational excellence through providing frontdesk and guest services support with a focus on streamlining workflows and improving processes to drive efficiency and effectiveness.
- Employee Engagement: Navigated complex People management, established expectations, and focused on building trust which improved team morale and retention within the first month
- Addressed employee concerns, provided feedback, and empowered team members to increase innovation, strengthen critical thinking, take charge of their career development, and foster their leadership skills, acting as a change agent to ensure individual success.
- Cross-Lateral Collaboration: Partnered with several departments to implement processes the team could execute which helped with the completion of different projects for the client: Art Program Audit, FM building audits, building sweeps, and managing lost and found items.
- Procedural Development: Ensured processes were in a centralized location to optimize efficiency for business improvement
- Converted manual spreadsheets into automated and user-friendly forms through google forms to track data which improved execution of daily tasks and produced accurate data collection.
Customer Support Manager
AMN Healthcare
Remote
10.2021 - 08.2022
- Supervisory Management: Lead a team of 3 supervisors and 4 team leads in servicing traveling healthcare workers with onboarding on new assignments and assisted in payroll management
- Developed and implemented standards, procedures and controls within the team's processes improving data entry efficiency, accuracy, and performance.
- Budgeting/FTE Headcount: Provided fiscal oversight reviewing monthly reporting to assess feasibility for hiring and headcount
- Partnered with management to develop an understanding of talent goals and needs, to establish recruiting objectives.
- Capacity Planning & Management: Coordinated with departmental heads to learn and gather detail on organizational workflow to evaluate structure
- Created an organizational chart which defined departments in the organization and maintained staffing headcount.
Communications Manager
Chewy
Remote(TX)
11.2020 - 11.2021
- Communications & Workflow Management: Managed the SmartSheet platform for all communication requests for the company, delegated assigned projects to my direct reports, and maintained the updates of the project tracker accordingly which ensured completion of projects before deadlines.
- Content & Material Development: Created all content and design for Chewy's customer service all hands town hall sessions for over 20,000 employees
- The content resulted in flawless execution, valuable employee feedback, and clear communication of company goals for the new year.
- Communication Reporting Improvement: Partnered with the product management team to create and enhance reporting for Chewy's knowledge base system which housed communication content, job aid articles, and dynamic information banner for all Chewy sites which increased communication to all leadership and employees.
Quality and Compliance Manager
Chewy
Louisville, Kentucky, United States
04.2020 - 11.2020
- Team Launch & Deployment: Built the Chewy Pharmacys quality team division to promote quality culture and improve the company's performance
- Established roles and responsibilities, and worked with executives to establish quality metrics to manage and received approval, and created an event introducing the quality team with all employees communicating the worth and their importance for improving performance.
- Quality Assurance & Compliance: Built the infrastructure to check departmental technician's quality, business compliance with state regulations, and supplied critical data on trends to improve training and increased quality and client metrics by 10%.
Pharmacy Contact Center Manager
Chewy
Louisville, Kentucky, United States
08.2019 - 04.2020
- Customer Service Excellence: Developed, managed, and coached floor leadership to build successful teams that delivered exceptional customer experience
- Committed and turned Chewy Pharmacy's overnight team into a highly productive team while keeping morale which resulted in monthly top productivity competition wins from that team.
- Strategic Communications: Created a SharePoint communications site for the Chewy Pharmacy department to bridge the gap of employees voicing the need for improvement with communication and connecting them with company updates and important sites for daily task execution, which increased productivity and improved the Employee Engagement score from 86% to 95%.
Director of Operations
Oculus Health
Irving, TX
09.2017 - 04.2018
- Chronic Care Management: Established a structured process for a team of 4 managers, guiding them in managing and coaching their teams which resulted in better communication with all teams
- Developed operational documents that mapped out performance goals, performance expectations, performance improvement plans, coaching documents for leaders to utilize during coaching with their direct reports, attendance policy with HR support, job aids for company systems.
- Business Operations: Guide teams and departments across multiple disciplines, offering ramp-up and acclimation support to newly appointed head of departments and assisting the billing department by identifying the correct ICD9 and ICD10 codes to apply to open client claims to ensure payment is received by deadline and could be closed.
- Metrics & Reporting: Led the creation and maintenance of company performance reports utilizing excel, ,sent out weekly to the COO, showing operational performance trends, patient headcount, active client accounts, and chronic care management completion rates.
Business Manager
UnitedHealthCare
Irving, TX
01.2015 - 09.2017
- Employee Experience: Improved the business culture through innovation and employee engagement, reducing attrition by 32% and reaching a record-level 86% employee satisfaction rating.
- Project Operations: Led a $4M rebadging and site reconstruction project as the main point of contact working with the occupancy team in assessing seating and assisted with migrating over 100 employees into unitedhealthcare's systems.
- Crisis Management: Assisted with call volume from the Houston site during Hurricane Harvey
- Coordinated booking hotels, food, and transportation for over 100 houston employees and opened the training rooms for misplaced Houston employees for work accommodations.
- Quality Management: Accountable for the operational excellence and efficiency of the Contact Center including achieving KPI (Key Performance indicators) standards set by Senior leadership, ensuring the maintenance of quality of service and that all operational financial goals were met for over 240 employees at UHC.
- Customer Service: Established a proactive outbound campaign to help mitigate the risk of member complaints and escalations, improving survey scores with a 15% increase
- Achieved top site recognition for low AHT, attendance and release rate.
Operations Supervisor
Optum Rx
Irving, TX
01.2013 - 12.2014
- Supervisory Management: Built and managed a high-performance team of 30 customer service representatives, improving capabilities through active coaching and resulting in 10 employees successfully achieving promotion
- Tracked progress to ensure milestones were being met and with desired results, utilizing coaching practices and tools to increase efficiency and ensure successful outcomes.
- Performance Management: Created SharePoint process for storing and organizing coaching forms, performance score cards, and corrective action forms which was used as the blueprint for the system used today.
Education
B.A, Sociology -
University of North Texas
05.2009
Skills
- Operations Management
- Process Improvements
- Relationship Management
- Change Management
- Organizational Management
- Operational Leadership
- Vendor Management
- Good Judgment
- Team Leadership
- Project Coordination
- Spreadsheet Tracking
- Attention to Detail
- Customer Service
- Conflict Resolution
- Continuous Improvement
- Multi-Operations Management
- Event Planning and Execution
- Employee Scheduling
- Data Collection
- Quality Assurance
- Remote Team Management
- Research
- Project Planning
- Project Tracking
- Performance Evaluations
- Microsoft Office Suite Expert
- Stakeholder Communications
- Processes and Procedures
- Excellent Communication
- Policies and procedures
- Business administration
- Verbal and written communication
- Coaching and mentoring
Certifications And Memberships
ENGLISH Fluent
References
References available upon request.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Fall seven times; stand up eight.
Japanese proverb
Timeline
Regional Human Experience Manager
JLL
10.2022 - 03.2023
Customer Support Manager
AMN Healthcare
10.2021 - 08.2022
Communications Manager
Chewy
11.2020 - 11.2021
Quality and Compliance Manager
Chewy
04.2020 - 11.2020
Pharmacy Contact Center Manager
Chewy
08.2019 - 04.2020
CEO/Founder
Opoku Advisors LLC.
04.2018 - Current
Director of Operations
Oculus Health
09.2017 - 04.2018
Business Manager
UnitedHealthCare
01.2015 - 09.2017
Operations Supervisor
Optum Rx
01.2013 - 12.2014
B.A, Sociology -
University of North Texas