Alexander Vinicombe
Rockledge,FL
Summary
Accomplished Director of Operations with a proven track record, enhancing operational efficiency and workforce management. Spearheaded strategic initiatives, reducing cost and significantly improving patien satisfaction. Expert in strategic planning and execution, with a knack for fostering innovation and mentoring teams to achieve excellence.
Overview
22
22
years of professional experience
Work History
Director of Operations
PerformSpecialty
05.2014 - Current
- Oversee and manage the non-clinical operations of the specialty pharmacy including Contact Center, Billing and Reimbursement, Sales, Informatics and Technology to ensure efficient and effective delivery of services.
Develop and implement strategic plans to drive operational excellence and improve patient outcomes.
Monitor and analyze key performance indicators and metrics to identify areas for improvement and develop action plans to address them.
Lead and mentor a team of non-clinical staff to ensure a high level of performance and a positive work culture.
Collaborate with cross-functional teams to develop and implement new processes and procedures to increase efficiency and quality of services.
Stay up-to-date on industry trends, regulations, and best practices to identify opportunities for innovation and improvement.
Develop and maintain relationships with key stakeholders, including pharmaceutical manufacturers, insurance providers, and healthcare providers.
Oversee the development and implementation of quality assurance programs to ensure compliance with industry standards and regulations.
Manage the budget for the division and make strategic decisions to optimize resources and increase profitability.
Develop and maintain relationships with vendors and suppliers to ensure timely and cost-effective delivery of medications and supplies.
Ensure compliance with all state and federal regulations related to pharmacy operations, including HIPAA and FDA guidelines.
Represent the company in external meetings and conferences to promote the specialty pharmacy division and build partnerships with other organizations.
Develop and maintain standard operating procedures and policies for the specialty pharmacy division to ensure consistency and quality of services.
Contact Center Manager
Kroger Specialty Pharmacy
09.2012 - 05.2014
- Drove process improvements through regular review sessions, incorporating valuable feedback from both staff members and customers.
- Managed a team of customer service representatives, ensuring top-notch service delivery to customers.
- Increased employee retention through effective coaching, mentoring, and professional development opportunities.
- Collaborated with other departments for seamless coordination of shared objectives and priorities within the organization.
- Analyzed key performance metrics to identify areas of improvement and implement targeted action plans.
- Mitigated escalated issues successfully by fostering strong relationships with internal stakeholders across various departments.
Director of Contact Center Operations
Synthis Inc.
04.2008 - 05.2012
- Reduced employee turnover by fostering a positive work environment and offering competitive compensation packages.
- Led the development and execution of long-term strategic plans, ensuring alignment with overarching company objectives and driving sustainable growth within the contact center operations domain.
- Enhanced employee engagement by developing and executing targeted training programs tailored to individual needs.
- Motivated, engaged and developed high-performing leaders and created highly desirable working environment.
- Improved customer satisfaction rates by implementing efficient call center strategies and optimizing agent performance.
- Established clear performance expectations through well-defined goals and metrics-driven evaluation criteria, promoting a culture of accountability among staff members.
Managing Director
Cablevision
06.2006 - 04.2008
- Oversaw operations and provided corrective feedback to achieve daily and long-term goals.
- Strengthened client relationships with regular communication, timely project delivery, and high-quality services.
- Increased overall company performance by implementing strategic management initiatives and streamlining operations.
- Developed comprehensive business plans, outlining long-term goals and actionable steps toward success.
- Optimized resource allocation for improved efficiency and profitability across all departments.
Director of Contact Center Technolgy
Cablevision
02.2005 - 07.2006
- Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
- Enhanced team collaboration through regular communication, goal setting, and performance evaluations.
- Established a culture of continuous improvement by fostering open communication channels and empowering employees to voice their ideas.
- Cultivated a positive work environment that fostered employee engagement, increased retention rates, and boosted overall team morale.
- Managed budgets effectively to ensure optimal use of resources while maintaining financial stability.
- Facilitated cross-functional collaboration for improved decision-making processes within the organization.
Director of Contact Center Operations
Cablevision
02.2003 - 02.2005
- Reduced employee turnover by fostering a positive work environment and offering competitive compensation packages.
- Led the development and execution of long-term strategic plans, ensuring alignment with overarching company objectives and driving sustainable growth within the contact center operations domain.
- Enhanced employee engagement by developing and executing targeted training programs tailored to individual needs.
Education
Bachelor of Arts - Sociology
Saint Joseph's College, New York
Patchogue, NY01.1990
Skills
- Operational Efficiency
- Operations Oversight
- Strategic Planning
- Strategic planning and execution
- Workforce Management
- Call Center Technology
- Staff Development
- Innovation and Creativity
- Coaching and Mentoring
- Customer experience
Timeline
Director of Operations
PerformSpecialty
05.2014 - Current
Contact Center Manager
Kroger Specialty Pharmacy
09.2012 - 05.2014
Director of Contact Center Operations
Synthis Inc.
04.2008 - 05.2012
Managing Director
Cablevision
06.2006 - 04.2008
Director of Contact Center Technolgy
Cablevision
02.2005 - 07.2006
Director of Contact Center Operations
Cablevision
02.2003 - 02.2005
Bachelor of Arts - Sociology
Saint Joseph's College, New York
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