Summary
Overview
Work History
Education
Skills
Timeline
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ANGELA BALA

Chicago,IL

Summary

Operations and Success leader with a strong focus on strategic planning and process optimization. Demonstrated success in leading teams to enhance performance tracking and implement workflow automation. Expertise in driving data-driven decision-making to achieve organizational goals.

Overview

6
6
years of professional experience

Work History

Customer Operations Manager, Pathology

TEMPUS
Chicago, IL
03.2022 - Current
  • Ongoing leadership of a customer service team scaling up to 18 direct reports, maintaining KPI performance, guiding growth plans, and sustaining high retention rates.
  • Lead strategic oversight and administration of operational workflows to improve efficiency and data-driven decision-making
  • Spearhead system enhancements and automation strategies, optimizing processes across departments
  • Implement governance policies for data management and workflow consistency to ensure scalability
  • Develop and enforce operational standards, integrating best practices for workflow automation
  • Collaborate with cross-functional teams, including Product, Lab Operations, and Sales, to align business processes with growth objectives
  • Utilized CRM tools to track customer interactions and report on progress towards goals.
  • Managed crisis situation and drove customer escalations to resolution ensuring minimal impact on customer satisfaction and loyalty.
  • Developed custom solutions for customers based on their individual business objectives.
  • Analyzed business performance data and forecasted business results for upper management.
  • Managed customer accounts and custodial pathology lab relationships to ensure ongoing support and engagement with services.
  • Lead hiring, training, and mentorship programs to enhance team effectiveness and professional development

Partner Operations Lead, Infectious Disease

TEMPUS
Chicago, IL
09.2021 - 03.2022
  • Managed operational tools and automation workflows to drive efficiency in partner account management
  • Developed and implemented reporting frameworks, including dashboards and KPI tracking, for operational insights
  • Maintained relationships with key stakeholders, clients, and customers to ensure satisfaction with services provided.
  • Identified opportunities for growth by analyzing current trends in the marketplace and making strategic decisions based on those findings.
  • Led initiatives to enhance data transparency and accuracy, improving decision-making processes
  • Provided technical and strategic support to stakeholders, ensuring seamless workflow integration

Lead Surgical Pathology Technologist

NORTHWESTERN MEMORIAL HOSPITAL
Chicago, IL
06.2019 - 08.2021
  • Managed pathology laboratory operations and workflow efficiency.
  • Oversaw process improvements and implemented data-driven solutions to optimize lab operations.
  • Assisted with dissecting human organs and tissues to identify pathological changes and disease processes.
  • Developed protocols and training material to enhance laboratory safety and compliance standards.
  • Assisted in research projects by preparing samples and documenting findings.
  • Maintained records of patient information, test results, and other data related to pathology services.
  • Implemented quality control measures to ensure testing accuracy and reliability.

Education

MASTER OF PUBLIC HEALTH -

Chamberlain University
Downers Grove, IL

BACHELOR OF SCIENCE - BIOLOGY

Loyola University Chicago
Chicago, IL

ASSOCIATE IN ARTS & SCIENCE -

William Rainey Harper College
Palatine, IL

Skills

  • Strategic planning and execution
  • Customer relationship and operations management
  • Process optimization
  • Workflow automation
  • Performance tracking
  • Team leadership
  • Training and mentorship
  • Data analysis and reporting
  • Project management
  • Fluent in Polish

Timeline

Customer Operations Manager, Pathology

TEMPUS
03.2022 - Current

Partner Operations Lead, Infectious Disease

TEMPUS
09.2021 - 03.2022

Lead Surgical Pathology Technologist

NORTHWESTERN MEMORIAL HOSPITAL
06.2019 - 08.2021

MASTER OF PUBLIC HEALTH -

Chamberlain University

BACHELOR OF SCIENCE - BIOLOGY

Loyola University Chicago

ASSOCIATE IN ARTS & SCIENCE -

William Rainey Harper College

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