Alicia M. Sinkler
Irving,TX
Summary
Professional with significant expertise in team leadership and operational management. Proven track record in driving team collaboration and delivering impactful results. Skilled in conflict resolution, process optimization, and strategic planning, with flexible approach to evolving business needs. Known for reliability, strong communication, and fostering productive work environment.
Overview
1
1
Certification
24
24
years of professional experience
Work History
Administrative Assistant
Bank Of America
Operations Manager for Specialty Pharmacy
McKesson Corporation
Irving, TX
12.2024 - Current
- Manage a team of 35 people (Pharmacy Technicians and PCC Agents)
- Managed cross-functional teams to ensure seamless execution of daily operational tasks.
- Collaborated with stakeholders to identify opportunities for cost reduction and service enhancement strategies.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Launch new program medication for Novartis
- Develop and implement operational strategies to improve efficiency and productivity
- Identify areas for process improvements and implement effective solutions to streamline operations
- Ensure all operations comply with Business Rules and Directives from Novartis
- Collaborate with senior management and clients to align operational strategies
- Identify potential risks and develop contingency plans to minimize disruptions to business operations.
Operations Supervisor for Specialty Pharmacy for Novartis Program
McKesson Corporation
Irving, TX
01.2022 - 11.2024
- Manage a team of 20 plus people
- Responsible for staffing needs according to budget and business guidelines
- Oversee recruiting, hiring, onboarding and training of new employees
- Coach and Develop employees for success through performance evaluations (monthly and yearly)
- Responsible for payroll, corrective actions, overall team performance and engagement
- Meet metrics, deadlines established by program SLAs and BRDs
- Assist training department with pharmacy onboarding as needed
- Engagement Leader for the DFW Specialty Pharmacy-plan all site events
- EOS representative for DFW Specialty Pharmacy
- Strong analytical experience
- Launch new drug program Fabhalta Dec. 2023
- Developed training materials to enhance team performance and operational knowledge.
- Maintained open lines of communication with upper management to provide regular updates on operational progress and challenges faced by the team.
- Developed strong relationships with key customers to better understand their requirements and tailor services accordingly.
- Conducted performance evaluations, providing constructive feedback and identifying areas for improvement.
- Optimized delivery schedules to enhance customer satisfaction with timely order fulfillment.
- Streamlined operational procedures, significantly reducing process inefficiencies and downtime.
- Managed workflow efficiency by optimizing resource allocation and process scheduling.
- Oversaw daily operations, ensuring compliance with safety and quality standards.
Team Lead
McKesson Corporation
Charlotte, NC
05.2020 - 01.2022
- Service Independent, Small, and Medium Chain (ISMC) customers along with Retail Sales representatives and Sales Solution Managers
- Managed relationships with company sales and/or service representatives to handle pre-sales service functions.
- Interim for 1 year, responsible for coaching a team of 17 on metric, schedule adherence, attendance, customer service and quality
- Document customer interactions via web-based Customer Relationship Management tool, deliver high degree of customer service with focus on one touch resolution
- Analyze client volumes to ensure shipment product availability at local DC (Walmart Account was my priority)
- Assist in fraud investigation for impacted clients
- Launch new drug program Kisqali May 2024
- Scriptmed Data Testing
- Led cross-functional teams to enhance operational efficiency and streamline workflows.
ISMC Support Representative
McKesson Corporation
Charlotte, NC
09.2018 - 05.2020
- Assist Independent Small and Medium Chains with all orders, shortages, returns, and etc.
- Place direct, drop ship and remote enhanced delivery orders
- Process credit research requests
- Communicate and partner effectively with the Distribution Center, Sales Teams, and other internal and external partners to provide complete resolution to our customer
RNA Support Representative
RNA Support Representative
03.2018 - 09.2018
- Provide Excellent Customer Service
- Communicated detailed information to commuters to ensure they reach their desired destination on time
- Assist pharmacies with placing orders, stock check availability, handle returns and all other inquiries regarding medications and medical supplies
- Provide effortless customer experience
- Understand and analyze customer issues with medication orders
- Maintain records of product pricing and product changes
- Operate in various systems such as Microsoft Office Software, Cisco, SAP, CRM, and others
- KCS trained
- Chosen to assist in writing the Topco 712 Banner for RNA
- Wrote my first Non-Standard Drop Ship article after immediately completing the class per the Training Supervisor request
Bus Operator
Charlotte Area Transit System
Charlotte, NC
04.2018 - 03.2018
- Provide Excellent Customer Service
- Ensure the safety of all my customers a daily basis
- Maintain an on-time schedule for each route
- Communicated detailed information to commuters to ensure they reach their desired destination on time
Bus Driver (Floater)
Charlotte Mecklenburg Schools
Charlotte, NC
08.2006 - 06.2015
- Safely and effective transport student to and from school safely
- Assist in the training of new drivers with routes and procedures of the school bus
- Educate students in the proper procedures of evacuating a school bus in case of an emergency
- Elected to drive the area school superintendents around the city to visit various areas
- Communicate with parents and transportation on any concerns to help better serve our students
First Assistant Store Manager
Cato Fashions, Incorporated
Charlotte, NC
08.2007 - 10.2008
- Hired as a sales associate and was promoted twice to management
- First assistant manager shared responsibility with Store Manager for all activities and objectives
- Process sales generations and give effective customer service
- Assisting with the interviewing and hiring process of new associates
- Perform preventative maintenance daily to ensure safe and accurate operation of the store
Image Capture Specialist II
TIAA-CREF
Charlotte, NC
07.2004 - 04.2005
- Open and date stamp highly important mail and prepare them in batches to be scanned
- Responsible for processing checks for insurance payments after business hours and place in the safe in the treasury department daily.
- Assist in facilitating monthly team meetings
- Operated the imaging machine to scan customer data into the computer for service coordinators
- Assist supervisor with special projects
Customer Support Specialist II
TIAA-CREFF
Charlotte, NC
05.2002 - 07.2003
- Answer inbound calls
- Responsible for updating policy holder’s personal information
- Assist customers with any questions on adding or creating a new policy
- Validate customer Social Security Number
- Assist in the training of new temporary employees
Education
Computer Science Major
Johnson C. Smith University
Charlotte, NC01-1998
Diploma - undefined
Whiteville High School
Whiteville, NC01-1996
Skills
- Ability to perform high volume tasks with little or no supervision
- Self-starting, goal-oriented strategist whose confidence, perseverance, and vision promote success Enjoy working with people
- Excellent time management and organizational skills
- Excellent customer support services
- Administrative skills with ability to type 55 plus WPM
- Human Resource Experience
- Proficient in Microsoft Word, Excel, Access and Internet
- Salesforce Experience
- Experienced in office management and office equipment
- Strong strengths in planning, problem solving and communication skills (both written and verbal)
- Analytical thinking and decision making, and strong negotiating skills
- Work with multiple computer applications while simultaneously taking calls
Accomplishments
- Trained 13 new pharmacy technicians on pharmacy policies, procedures and best practices.
- Supervised team of 13 staff members.
Certification
- Certified Pharmacy Technician
- Novartis CIA Training
- Bristol Myers Squibb Program Trained
- Salesforce Trained with certificate of completion
Languages
English
Timeline
Operations Manager for Specialty Pharmacy
McKesson Corporation
12.2024 - Current
Operations Supervisor for Specialty Pharmacy for Novartis Program
McKesson Corporation
01.2022 - 11.2024
Team Lead
McKesson Corporation
05.2020 - 01.2022
ISMC Support Representative
McKesson Corporation
09.2018 - 05.2020
Bus Operator
Charlotte Area Transit System
04.2018 - 03.2018
RNA Support Representative
RNA Support Representative
03.2018 - 09.2018
First Assistant Store Manager
Cato Fashions, Incorporated
08.2007 - 10.2008
Bus Driver (Floater)
Charlotte Mecklenburg Schools
08.2006 - 06.2015
Image Capture Specialist II
TIAA-CREF
07.2004 - 04.2005
Customer Support Specialist II
TIAA-CREFF
05.2002 - 07.2003
Diploma - undefined
Whiteville High School
Administrative Assistant
Bank Of America
Computer Science Major
Johnson C. Smith University