Aimee Greene
Wake Forest,NC
Summary
I am a leader by nature with 19 years of customer service experience, including 14+ years in leadership. I draw my energy and drive from engaging with my teams along with meaningful interactions in the workplace. I am passionate about coming along-side leaders and employees and enjoy the opportunity to work across the aisle throughout organizations for streamlined growth and continuity.
Overview
19
19
years of professional experience
Work History
Sr. Manager, Customer Service Operations
Evernorth/Cigna
05.2021 - Current
- Sr. Manager for dedicated client and elevated experience for Care Navigation medicare program
- Launched multi product across customer care team within internal partners and client teams
- Streamlined quality and metrics to meet demand with KPIs and customer experience met and maintained through first full year of service
- Continued to develop leaders and mentored across business aisles with previous coworkers
- (Interim Director experience, Contact Center: January 2024- July 2024)
Manager/Sr. Manager, Contact Center
Express Scripts
- Manager cross functional operations supervisor teams to the execution of the operational strategic business plans
- Developed leader’s skillsets to improve in coaching, time management, leading others, root cause analysis, and more
- Responsibility for government line of business and workstream, leading others in process improvements and LOB, working DOD Account Management Team while also leading Contact Center initiatives for the new contract
- Responsibility for Managers, Business Support Specialist/Admin, and Supervisors as well as indirect span over 600 frontline Customer Service Agents
- Continued partnership with WFM forecasting staffing and mitigating budgetary risks, implementing strategic plans
Pharmacy Supervisor/Supervisor
Express Scripts
09.2014 - 05.2021
- Experienced people leader with responsibility as many as 40+ technicians across varying teams requiring significant responsibility
- Oversee payroll and schedules, performance reviews, company policies
- Collaborated cross-functionally with different teams in site-wide project involving
- Managed local Strategic Business Framework project which involved keeping group of 12-24 individuals coordinated over several months
- Other responsibilities have included project management over staff and leads; visual management and Lean processes/6s with continued involvement in pharmacy quality and safety such as process implantation in Special to align with DOD client request
- Site Leader for Employee Engagement events and Community Outreach efforts for 700+ employees New Employee Orientation to coordinate and host Involves communicating with multiple areas of the organization and streamlining our process of connecting with new employees
Lead Certified Pharmacy Technician
Express Scripts
07.2012 - 08.2014
- Completed daily tasks such as assisting technicians with technical and quality related questions
- Subject Matter Expert of multiple functional areas including prior authorization
- Trained employees across multiple sites both in-person and virtually
- Managed numerous projects related to Medco Migration
- Led new hire interviewing and hiring process in the pharmacy
Certified Pharmacy Technician
Express Scripts
05.2007 - 07.2012
- Worked in several areas of the pharmacy including Prior Authorization and Data Entry
- Integral part of member response team that included handling escalated prescriptions requiring attention to detail and effective communication with patients and prescribers
Education
High School Diploma -
Gilbert High School
Gilbert, AZBachelor - Communication
Chandler-Gilbert Community College
Chandler, AZSkills
- Decision-making
- Time management
- Team leadership
- Customer service
- Relationship building
- Strategic planning
- Staff training and development
- Operations management
Accomplishments
Interim Director Program, Contact Center (2024)
Remote in-role
Excellence In Leadership Program (2022)
Cigna HQ, Bloomfield, CT
Timeline
Sr. Manager, Customer Service Operations
Evernorth/Cigna
05.2021 - Current
Pharmacy Supervisor/Supervisor
Express Scripts
09.2014 - 05.2021
Lead Certified Pharmacy Technician
Express Scripts
07.2012 - 08.2014
Certified Pharmacy Technician
Express Scripts
05.2007 - 07.2012
Manager/Sr. Manager, Contact Center
Express Scripts
High School Diploma -
Gilbert High School
Bachelor - Communication
Chandler-Gilbert Community College