Ashley Noel
Cottage Grove,WI
Summary
Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.
Overview
13
13
years of professional experience
Work History
Sr. Manager, provider support
Exact Science Laboratories
12.2023 - Current
- Support and oversee 75 total team members
- Drive optimal service level expectations for 20k+ inbound calls and over 50k+ outbound calls per month
- Lead cross functional support in optimizing automation through Intellectual Virtual Assistance within Five9 phone system generating self-service and optimal customer user experience
- Drive reduction in call handle times by over one minute while maintaining 70% service level for calls answered within 20 seconds or less
- Collaborate with operational and sales leaders to ensure success of the product journey from cash to order
- Monitored key performance indicators for call centers including volume metrics, efficiency post-calls, and follow-up survey results.
- Identified optimal revenue gain, increasing revenue by almost $2 million monthly
- Boosted team engagement, leading to measurable improvement in annual Gallup Survey results.
- Developed and implemented strategies to improve operational efficiency, reduce costs, and increase productivity.
MANAGER, PROVIDER SUPPORT
Exact Science Laboratories
03.2021 - 12.2023
- Managed key performance indicator data for provider inbound calls.
- Developed an automated system for monitoring key performance indicators related to inbound calls within Five9 campaigns.
- Helped launch new product implementation and support
- Assigned tasks to associates to fit skill levels and maximize team performance.
- Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
Supervisor, provider support
Exact Science Laboratories
12.2019 - 03.2021
- Conducted regular performance evaluations, providing constructive feedback and setting individual goals.
- Created plans to propose solutions to problems related to efficiency, costs or profits.
- Led weekly team meetings to discuss progress, address issues, and plan future actions.
- Implemented new operational procedures, increasing efficiency.
- Directed and supervised team of 15 employees in daily operations.
- Maintained positive working relationship with fellow staff and management.
- Evaluated needs of departments and delegated tasks to optimize overall production.
- Monitored employee productivity to provide constructive feedback and coaching.
DIRECTOR OF PATIENT CARE
shared medical services
03.2014 - 12.2019
- Oversaw scheduling and insurance authorization for PET/CT Scans for 104 hospitals around the United States
- Achieved cost-savings by developing functional solutions to problems.
- Assisted with customer requests and answered questions to improve satisfaction.
- Monitored and evaluated the effectiveness of care plans, making adjustments as necessary to meet clients' evolving needs.
- Developed automation systems through software improvements.
- Managed financial planning efforts to drive expense reductions.
Clinic Manager
Midwest Sports Medicine Institute
Middleton, WI
12.2011 - 03.2014
- Maintained records management system to process personnel information and produce reports.
- Built work schedules and staff assignments, taking workload, space and equipment availability into consideration.
- Oversaw ordering, purchasing and maintenance of clinical equipment.
- Conducted periodic reviews of existing policies and procedures related to patient care practices within the facility.
- Collaborated with healthcare professionals to develop and expand clinic services.
- Developed and implemented policies and procedures for clinic operations.
- Addressed operational issues promptly to minimize impact on clinic services.
- Managed clinical budgets, billing systems and insurance negotiations.
- Managed daily operations of the clinic, including scheduling appointments and assigning staff.
- Managed patient records system to ensure accuracy, confidentiality, and legal compliance.
- Recruited, hired and trained new medical and facility staff.
- Monitored clinic activities, such as billing, coding, and medical records maintenance.
Education
Bachelors of Business Administration - Finance, Spanish
University of Wisconsin-Whitewater
12.2011
Skills
- Reporting oversight
- Business performance management
- Organizational improvement
- Data-driven decision making
- Resource allocation
- Cross-functional collaboration
- Documentation and reporting
- Budget administration
Timeline
Sr. Manager, provider support
Exact Science Laboratories
12.2023 - Current
MANAGER, PROVIDER SUPPORT
Exact Science Laboratories
03.2021 - 12.2023
Supervisor, provider support
Exact Science Laboratories
12.2019 - 03.2021
DIRECTOR OF PATIENT CARE
shared medical services
03.2014 - 12.2019
Clinic Manager
Midwest Sports Medicine Institute
12.2011 - 03.2014
Bachelors of Business Administration - Finance, Spanish
University of Wisconsin-Whitewater