Ashley Jones
New Palestine,IN
Summary
Proven leader at Fortrea, adept in operations management and staff supervision, significantly enhanced operational efficiency and team productivity. Expert in performance monitoring and task delegation. Fostered a positive work environment, reducing turnover and elevating customer satisfaction. Achievements include developing key customer relationships and implementing innovative training programs.
Overview
8
8
years of professional experience
Work History
Operations Supervisor
Fortrea
03.2020 - Current
- Managed daily operations for optimal performance, ensuring smooth workflows and timely completion of tasks.
- Maintained open lines of communication with upper management to provide regular updates on operational progress and challenges faced by the team.
- Conducted regular performance evaluations for 30 direct reports, identifying areas for improvement and setting development goals accordingly.
- Enhanced team productivity by providing ongoing training, coaching, and mentoring to staff members on teams of over 200 employees.
- Ensured compliance with company policies, industry regulations, safety standards, and local laws during daily operations.
- Reduced employee turnover by fostering a positive work environment and addressing employee concerns promptly.
- Implemented quality control systems to reduce errors, resulting in increased customer satisfaction rates.
- Improved operational efficiency by streamlining processes and implementing time-saving strategies.
- Collaborated with cross-functional teams to develop innovative solutions for improving overall business performance.
- Developed and implemented standard operating procedures to ensure consistency in service delivery across all shifts.
- Optimized resource allocation through careful planning and monitoring of inventory levels, staffing needs, and equipment maintenance schedules.
- Developed strong relationships with key customers to better understand their requirements and tailor services accordingly.
- Increased production output by optimizing equipment usage and scheduling preventive maintenance programs.
- Developed and implemented training program for new hires, accelerating their time to full productivity.
Program Associate
Fortrea
12.2018 - 03.2020
- · Provided agent training and coaching.
- · Stayed current on the programs latest procedures to ensure all training materials and reference guides remain in compliance.
- · Ensured that program training, quality, and audit requirements stayed in compliance.
- · Was responsible for leading training sessions for staff within assigned program and assisted in delivering training focused on the programs available service offerings, standard operating procedures, and software systems if needed.
- · Supported Supervisors and the Program Manager, Service Delivery by listening to agent calls to assess customer service levels on program(s) and provided feedback.
- · Identified and escalated program trends based on the questions commonly received. Contributed to recommendations to address issues as necessary.
- · Managed program call escalations, listened to customers, identified solutions, and followed through on next steps, as needed.
- · Prepared and interpreted standard monthly and ad hoc reports for the program(s). Identified and communicated trends and noticeable issues to Supervisor regularly.
- · Proactively identified opportunities for program process and performance improvement. Coordinated with Supervisor and Program Manager, Service Delivery to assess and implement changes, if necessary.
- · Thoroughly understood program processes to serve as the team lead/subject matter expert. Lended technical expertise when needed.
Program Specialist
Fortrea
01.2017 - 12.2018
- · Quickly and efficiently responded to incoming calls and faxes. Identified how best to assist.
- · Documented calls in appropriate tracking systems. Handled/escalated calls per established procedures.
- · Conducted insurance verifications to understand if patients prescribed therapy is eligible for coverage. Possibly coordinated prior authorizations, investigated alternative insurance coverage, or other funding sources on behalf of the patients per the program specifications.
- · Processed patient applications of various complexities, and followed the programs specifications to determine their eligibility. Placed follow up calls and respond to enquiries from patients and/or healthcare providers as necessary.
- · Liaised with partner distributors and pharmaceutical manufacturers to request products per the programs guidelines and track shipments.
- · Coordinated the order and transfer of prescriptions based on their degrees of urgency to specialty pharmacies as appropriate.
- · Was familiar with the market place and the insurance options available for patients. Educated patients on the available options as appropriate.
- · Assisted with training new team members by shadowing/reverse shadowing them and served as a data checker by reviewing data entered in the programs tracking system.
- · Maintained a professional, calm and friendly demeanor. Expressed thoughts and instructions clearly in both verbal and written communication. Used grammatically correct and concise language.
Education
Bachelor of Science - Education
Indiana University Purdue University Indianapolis
Indiana12.2011
Skills
- Operations Management
- Performance monitoring
- Task Delegation
- Staff Supervision
- Employee Development
- Customer Relationship Management
Timeline
Operations Supervisor
Fortrea
03.2020 - Current
Program Associate
Fortrea
12.2018 - 03.2020
Program Specialist
Fortrea
01.2017 - 12.2018
Bachelor of Science - Education
Indiana University Purdue University Indianapolis