Chelsea Oteiza
Bloomsburg,PA
Summary
Agile, results oriented leader with success in improving operational efficiencies, customer satisfaction, revenue growth and change management. Proficient communication, organizational and multitasking skills in combination with creating a positive team environment and encouraging staff development.
Overview
15
15
years of professional experience
Work History
Senior Manager, Shared Services
Apria Helathcare
Remote, PA
03.2014 - Current
- Develop and implement strategic processes while establishing best practice and operational standards, expanding offshore partnerships to improve production
- Maintain positive work environment and improved team morale for all team members, communicating information accurately and consistently to team members and customers
- Ensure that team members are properly trained and deliver superior customer service
- Efficiently manage program and staff adding many new segments and programs to increase order to cash capture timely via technology and automation resulting in reduction in revenue adjustments by 50%
- Manage remote teams across US (Overland Park, Tampa, Hanover Township), India and Philippines
- Managed inventory, production and workflow, analyzing each stage of life cycle and recommending improvements to streamline processes causing reduction in held revenue to $100k
- Evaluated hiring, firing and promotions requests.
- Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives.
- Monitored and controlled inventory, encompassing daily production, workflow and distribution.
Customer Quality Manager
Apria Healthcare
Remote, PA
08.2013 - 03.2014
- Updated quality control standards, methods and procedures to meet compliance requirements.
- Followed quality standards and procedures to minimize errors and maximize customer satisfaction.
- Devised specifications for processes.
- Increased customer satisfaction through adherence to quality standards and customer requirements.
- Mentored and encouraged employees to strive for excellence while fostering professional growth.
- Expanded cross-functional organizational capacity by collaborating across departments on priorities, functions and common goals.
- Cross-trained existing employees to maximize team agility and performance.
- Evaluated employees' strengths and assigned tasks based upon experience and training.
- Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands.
- Followed quality standards and procedures to minimize errors and maximize customer satisfaction
Customer Quality Supervisor
Apria Healthcare
Hanover Township, PA
01.2013 - 08.2013
- Assisted in implementation of Business Process Manager (platform that delivers work) - Helped orchestrate positive changes to process whereas there were issues with timely processing of orders with severe back log
- Evaluated employees' strengths and assigned tasks based upon experience and training.
- Approved regular payroll submissions for employees.
- Maximized performance by monitoring daily activities and mentoring team members.
- Compiled data highlighting key metrics to report information, determine trends and identify methods for improving results.
- Conducted weekly staff meetings to motivate staff members, address concerns and questions, plan improvements, and evaluate progress toward goals.
- Set and enforced policies focused on increasing team productivity and strengthening operational efficiency.
- Developed and implemented performance improvement strategies and plans to promote continuous improvement
Customer Service Team Lead
Apria Healthcare
Williamsport, PA
03.2006 - 01.2012
- Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Took cash and credit card payments via phone, in person and through email.
- Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
Education
High School Diploma -
Berwick Area High School
Berwick, PA06.1995
Skills
- Strategic planning
- Cross-functional collaboration
- Staff Management
- Documentation and reporting
- Troubleshooting and problem resolution
- Reporting oversight
- Project Management
- Improvement initiatives
- Operations management
- Key Performance Indicators
- Policies and procedures
Timeline
Senior Manager, Shared Services
Apria Helathcare
03.2014 - Current
Customer Quality Manager
Apria Healthcare
08.2013 - 03.2014
Customer Quality Supervisor
Apria Healthcare
01.2013 - 08.2013
Customer Service Team Lead
Apria Healthcare
03.2006 - 01.2012
High School Diploma -
Berwick Area High School