Summary
Overview
Work History
Education
Skills
Accomplishments
Systems And Tools
Timeline
Generic

Elizabeth M. Gatchell

East Providence,USA

Summary

Operations professional with proven track record in optimizing processes and driving efficiency. Strong focus on team collaboration, strategic planning, and achieving measurable results. Adept at adapting to changing needs and leading cross-functional teams. Skilled in project management, process improvement, and resource allocation. Dependable and results-driven, known for enhancing operational performance.

Overview

10
10
years of professional experience

Work History

Operations Manager

CVS Health
01.2019 - Current
  • Lead operations for 600+ agents and support staff across multiple service lines including MinuteClinic, COVID-19 testing, and Clinical Trials.
  • Manage 5 Supervisors and 10 Team Leads
  • Led hiring, onboarding and training of new hires to fulfill business requirements.
  • Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
  • Oversee 4M–5M annual inbound calls, ensuring SLA compliance and patient support excellence.
  • Present CRM-based trend and risk reports to executive leadership.
  • Serve as Project Owner for enterprise-wide initiative including the migration to Five9 and Salesforce that streamlined operations and improved performance in all KPI's
  • Average speed to Answer (ASA): Improved from 7+ minutes to 30 seconds
  • Abandon Rate: Reduced from 32.5% to 2.4%
  • Service Level: Improved from 34.5% to 89.7%
  • Calls Answered: Increased from 67.5% to 97.6%
  • Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
  • Developed and maintained relationships with external vendors and suppliers.

Supervisor

CVS Health
01.2018 - 01.2019
  • Supervised a team of 20+ agents in a fast-paced call center environment.
  • Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
  • Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
  • Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
  • Demonstrated commitment to the organization''s core values, leading by example and fostering a culture of excellence.
  • Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
  • Reduced employee turnover by fostering a positive work environment and providing ongoing feedback to staff members.
  • Facilitated seamless communication between departments, ensuring that all teams were aligned with company goals.

Senior Coordinator

CVS Health
01.2015 - 01.2018
  • Led on-boarding, training, and coaching of patient support specialists.
  • Conducted quality monitoring and performance evaluations to improve service standards.
  • Entered data, generated reports, and produced tracking documents.

Education

High School Diploma -

Skills

  • Strategic oversight of operations
  • Quality assurance and development
  • Vendor management
  • Budget management
  • Data-driven insights and reporting
  • Operational streamlining
  • CRM management
  • Strategic innovation planning
  • Trend analysis of call data
  • Interdepartmental team coordination
  • Analytical problem-solving
  • Effective team leadership
  • Operations management
  • Service excellence

Accomplishments

  • Premier Award Recipient: First to receive CVS Health’s Premier Award in Retail Health for leadership in a multi-year technology initiative that set historical performance records.
  • Engagement Excellence: Maintained top-tier employee engagement scores for five consecutive years.

Systems And Tools

  • Epic
  • Salesforce
  • Athena
  • Rally
  • NICE-IEX
  • Five9 (Advanced Reporting, Verint)
  • Microsoft Suite

Timeline

Operations Manager

CVS Health
01.2019 - Current

Supervisor

CVS Health
01.2018 - 01.2019

Senior Coordinator

CVS Health
01.2015 - 01.2018

High School Diploma -

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