Summary
Overview
Work History
Education
Skills
Websites
Certification
Awards
Volunteer Experience
Timeline
Generic

Ashley White

El Paso,TX

Summary

Experienced Program Manager, knowledgeable leader and dedicated problem solver. Brings 20 years of valuable expertise to forward company objectives. Skilled in managing functional operations, projects and teams related to healthcare tech and logistics. Advanced understanding of organizational strategies, financial management, Business process outsourcing (BPO) Scaled Operations vendor management, contract review and training . Expertise in data analysis, job curation, BPO performance, people development and process standardization. Encouraging manager and problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Scaled Operations Program Manager

Trusted
05.2021 - Current
  • Spearheaded initiatives to automate manual processes and delivered measurable results by increasing productivity of job curation from 25% to over 70% of ingested jobs going live on our platform within 1 hour - within 3 fiscal quarters - and reducing the error rate to less than 0.25%
  • Collaborated cross-functionally with Engineering, Product and
    Accounts stakeholders to project scope, set deliverables, and develop comprehensive project plans that resulted in strategic process improvements, positively impacting both internal users and external clients.
  • Managed and reduced operating costs through process improvements and resource allocation adjustments of four BPO teams (Job Curation, Accounts Support, Finance and Compliance Operations) with two offshore vendors.
  • Maintained up-to-date knowledge of relevant healthcare changes and trends affecting travel nurses, allied clinicians and account operations contract practices.
  • Created and developed an Account Operations Specialist workstream that served as subject matter experts in reviewing Healthcare Managed Service Providers MSA & BSA contracts to interpret job, billing and timekeeping rules.
  • Initiated an onboarding process for new clients by the Account
    Operations team, employing project management tools including Asana and managing account information in Salesforce.
  • Created an executed a training process to onboard a new BPO to handle 100% of the internal job curation workstream and established a monthly training cadence to drive education and quality.

I.T. Technical Team Manager

Kelly Connect (AppleCare Technical Support)
03.2018 - 05.2021
  • Knowledge of contact center management tools, processes, procedures, and KPI metrics with the ability to innovate and improve as needed
  • Utilize Apple & Kelly software and internal resources to resolve advisors equipment issues
  • Experienced Manager with leading technical phone and chat support teams of 20 remotely
  • Used Microsoft Teams and Keynote to communicate and craft team meetings and assist technical support advisors with isolating customers technical issues, problem solving and advanced troubleshooting of networks and operating systems
  • Used strong and effective written and verbal communication skills
  • Identified, designed and deployed technical initiatives to improve employee productivity and efficiency.
  • Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
  • Increased customer satisfaction by ensuring timely completion of projects and adherence to high-quality standards.
  • Created detailed project plans outlining goals, timelines, resources, and budgets to ensure alignment with company objectives.
  • Improved team productivity by implementing efficient project management strategies and streamlining communication channels.

I.T. Technician

Robert Half Technology (Contractor)
03.2016 - 03.2018
  • Prepared and installed a network of computer and telecommunication equipment according to school testing standards in multiple hotels across northern Ohio
  • Set up and installation of Windows operating system and computer software for equipment
  • Ensured equipment is configured and tested for proper functionality before releasing equipment to users
  • Staged over 100 pieces of equipment in user areas taking into consideration the ergonomic and safety needs of the individual
  • Responded and resolved 75 equipment trouble reports in 2 days using command line code based on the priority of the request and impact on job functionality
  • Performed routine scheduled maintenance and troubleshooting on computer and equipment.
  • Evaluated emerging technologies for potential implementation within the organization, keeping abreast of industry trends to maintain a competitive edge in IT services provided by the company.
  • Assisted in migrating critical infrastructure to cloud-based solutions, reducing overhead costs while increasing scalability and performance capabilities.

Education

MS - Cybersecurity

Utica College
Utica, NY
01.2015

BS - Business Administration

University of Southern Indiana
Evansville, IN
01.2003

Skills

  • Digital Forensics
  • Problem Solving
  • Network Security
  • Malware detection
  • Customer Support
  • Technical Support
  • SaaS
  • Project Manager
  • Threat Analysis
  • Capacity Planning
  • Logistics Management
  • Forecasting
  • Operational Excellence
  • Project Management
  • Quality Assurance
  • Team Development
  • Operations Management
  • Quality Control
  • Personnel Management
  • Scheduling and Planning

Certification

CompTIA SEC +, June 2021

Awards

Golden Key National Honor Society, 2013-Current

Volunteer Experience

  • Center for Internet Security, Creating IT benchmarks
  • Family Readiness Group Leader, Battle Creek, MI, 2013, 2016, Supported the commander's family readiness goals., Provided overall leadership of the FRG in accordance with AR 608-1, Appendix J., Scheduled, planned, and conducted company Family Readiness Group meetings., Delegated FRG responsibilities to select volunteers in order to promote participation in FRG activities and accomplishment of FRG objectives., Acted as a liaison between battalion FRGs and Family Readiness Support Assistants (FRSA)., Managed FRG appropriated fund budget and coordinated fundraisers to maintain sufficient funds.
  • Instructor, Battle Creek, MI, 2013, 2016, The Junior Achievement program is focused on bringing relevance, authenticity and application into everyday learning to energize students about their future possibilities. Students learn about business principles and entrepreneurship as well as being good stewards in their community., Engaged small groups of students to improve students’ comprehension skills, Created a positive learning environment sensitive to students’ needs

Timeline

Scaled Operations Program Manager

Trusted
05.2021 - Current

I.T. Technical Team Manager

Kelly Connect (AppleCare Technical Support)
03.2018 - 05.2021

I.T. Technician

Robert Half Technology (Contractor)
03.2016 - 03.2018

MS - Cybersecurity

Utica College

BS - Business Administration

University of Southern Indiana

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Ashley White