Dynamic Operations Supervisor with over 10 years at Neovance, excelling in reimbursement strategies and talent acquisition. Proven track record in enhancing customer satisfaction through innovative problem-solving and strategic planning. Skilled in analytics and team collaboration, I successfully implemented processes that improved operational efficiency and reduced incident rates.
Hi, I’m
Heidi Kressler
El Cajon
Summary
Overview
28
years of professional experience
1
Certification
Work History
Neovance (Formerly Fortrea, Labcorp and Covance)San Diego
Operations Supervisor
09.2014 - 04.2025
Job overview
- Over 10 years of proficiency in reimbursement strategies.
- Overseeing staff, including a team of telephonic nurses.
- Directed team collaboration between hub and field operations teams for seven years.
- Coordinated logistics and resource allocation to meet project deadlines and budget constraints.
- Delegated work to staff, setting priorities and goals.
- Participated in subordinates' tasks to facilitate productivity or help overcome difficulties.
- Managed scheduling and staffing, optimizing labor costs while ensuring operational demands were met.
- Monitor program volume, identify fluctuations, and recommend staffing changes to address needs. When deviations occur, escalate the deviations.
- Expresses thoughts and instructions clearly in both oral and written communication.
- Listen to agent calls to assess customer service levels on program(s). Provide feedback and remediation plans as necessary.
- Timesheet management and payroll administration.
- Developed strong relationships, and provided excellent service and attention to customers, whether face-to-face or through phone conversations.
- Recognized by management for providing exceptional customer service.
- Resolved customer complaints in a timely manner to maintain customer satisfaction.
- Implemented customer service standards that increased client satisfaction.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Development and execution of business processes
- Ensuring compliance with business rules and regulations
- Oversaw compliance with safety and quality standards, significantly reducing incident rates.
- Developed and implemented standard operating procedures to ensure efficient workflow.
- Implemented departmental policies and standards in conjunction with management to streamline internal processes.
- Established performance metrics to evaluate operational efficiency and guide team objectives.
- Executed data analysis on program performance to highlight significant trends.
- Scrutinized metrics for strategic insights into program efficacy.
- Tracked performance indicators consistently to uncover growth opportunities. Conducted detailed assessments to facilitate program optimization.
- Analyzed operational data to identify trends and implement strategic improvements.
- Supported hiring initiatives by executing interviews and providing recommendations for candidates.
- Administered onboarding processes while guiding new hires through mentorship.
- Guided employees in handling difficult or complex problems.
- Trained employees on best practices and protocols while managing teams to maintain optimal productivity.
- Training curriculum development.
- Facilitated team meetings to discuss operational challenges and brainstorm solutions.
- Fostered growth through recognition, comprehensive performance reviews, establishment of goals and objectives, continuous coaching, and mentoring.
- Discussed job performance problems with employees, identifying causes and issues to find solutions.
- Conducted regular meetings with staff members to discuss any issues or concerns they may have had.
- Monitored staff performance and provided feedback for improvement.
- Reviewed employees' work to check adherence to quality standards and proper procedures.
- Worked effectively in team environments to make the workplace more productive.
- Respond to questions from client contacts, the Program Manager, Service Delivery, and/or the Account Director, as well as program customers, as appropriate.
- Coordinated with vendors regarding product availability, pricing, delivery schedules.
- Coordinated with other supervisors, combining group efforts to achieve goals.
- HR partnership
- Client engagement sessions
- Collaborate with specialty pharmacies and relevant third-party vendors to eliminate barriers and accelerate access to patient therapy
- Facilitated cross-departmental collaboration to streamline operations and enhance service delivery.
- Own the escalation of, and action plan to address, workflow, process, and turnaround time deviations. Provide the Program Manager, Service Delivery, with frequent communication on progress.
- Achieved cost-savings by developing functional solutions to problems.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Identified areas of improvement and developed strategies to increase efficiency, quality, and performance.
- Recommended solutions related to staffing issues and proposed procedural changes to managers.
- Prepare and interpret standard monthly and ad hoc reports for the program(s), and identify and communicate trends and noticeable issues to the Supervisor regularly.
- Conducted comprehensive research and data analysis to support strategic planning and informed decision-making.
- Data quality assurance and operational performance reporting (internal and client-facing).
- Analyzed data related to distribution, quality control, and inventory levels.
- Reviewed and maintained accurate records of employee attendance, productivity, and performance reviews.
- Performed periodic audits of operational processes to identify potential risks or areas for improvement.
- Conducted system analysis and testing to identify and resolve technical issues or inefficiencies.
- Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
- Created processes for tracking inventory and supply levels to prevent stockouts or overstocking.
- Directed inventory management, decreasing waste and fine-tuning stock levels to meet operational demands.
WalmartSantee
Customer Service/Department Manager
05.2006 - 09.2014
Job overview
- Facilitated consistent one-on-one meetings with employees to assess performance and clarify priorities, providing actionable feedback.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Improved operational efficiencies while managing work requests, store inventory, equipment transactions, and changes.
- Provided leadership, insight, and mentoring to newly hired employees to supply knowledge of various company programs.
- Managed workflow within the department by assigning tasks appropriately among team members.
- Identified new strategies for improving overall customer experience.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Implemented quality control measures to uphold company standards.
- Reviewed completed work to verify consistency, quality, and conformance.
- Proposed or approved modifications to project plans.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Conducted regular meetings with staff to discuss areas of improvement in providing quality services to customers.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
- Analyzed business performance data and forecasted business results for upper management.
- Recognized by management for providing exceptional customer service.
- Managed inventory and supplies to ensure materials were available when needed.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
- Operated equipment and machinery according to safety guidelines.
- Manage multi-department inventory, including jewelry audits and safe.
- Purchasing and budget management.
- Scheduling
- Managed front-end cashiers and service desk.
- Drawer audits and cash drops.
- Oversaw warehouse operations, crew (truck unloads, vendors, receiving, inventory, stocking).
- Asset protection support.
- Modular resets.
Thermoview Industries
Assistant Marketing Manager
06.1997 - 12.2005
Job overview
- Oversaw call center operations for 30-50 appointment schedulers
- Developed training materials and scripts.
- Operation and troubleshooting of call center technology systems.
- Customer care & relations.
- Payroll
- Staff scheduling.
- Training classes.
- Team meetings.
- Appointment confirmation.
- Dispatching.
- Answer the phones.
- Data entry.
- Scheduled appointments for outside sales representatives via outbound calls.
- Planned and facilitated meetings to share marketing plans and explain future business goals.
- Managed creation of marketing materials, collateral and sales support tools.
- Organized promotional events, such as trade shows, seminars, and contests.
- Recruited, interviewed, and hired talented individuals to add value to the marketing team.
- Maintained a comprehensive database of customer information including contact details and preferences.
- Coordinated with sales teams to develop mutual approaches to problems and opportunities.
- Expanded personnel skill sets by mentoring marketing team both individually and in groups.
- Set specific marketing goals that align with the overall direction and business goals.
- Implemented customer loyalty programs that increased repeat business.
- Cultivated business partnerships to build lasting relationships with internal and external parties.
- Established effective working relationships with sales and agency leadership.
Education
Grossmont Health Occupation Center
Medical Assistant Certification
01.2011
University Overview
National City Adult School
Medical Terminology Certification
01.2010
University Overview
Bible Missionary Fellowship
High School Diploma
01.1999
University Overview
Skills
- Reimbursement Strategies
- Marketing strategy
- Talent Acquisition
- Business Process Management
- Operational administration
- Quality Assurance
- People Development
- Program/Project management
- Oral/Written Communication
- Problem-solving
- Budget planning
- Reporting
- Analytics
- Creativity
- Strategic planning
- Critical Analysis
- Conflict Resolution
- Training/Presenting
- Training Curriculum Development
- Speedy learner
- Adaptable
- Collaboration/Teamwork
- Remote Work
- Siebel/Siebel Analytics, XAID
- Amazon Connect, Cisco
- UKG, Workday, Verint
- Veeva
- Qpulse
- DocuSign
- Microsoft Office- Excel, Power BI, Survey Monkey, Teams, Power Point
- Web Portal/Development
Therapeutic Experience
Therapeutic Experience
- Infectious Disease: Anti-Viral Therapy- Hepatitis B, HIV/AIDS
- Oncology: Hematologic Malignancies- Multiple Myeloma
- Oncology: Solid Tumors- Non-Small Cell Lung Cancer
- Neuroscience: Psychiatry-Bi-polar, Depression, Schizophrenia
Systems Experience
Systems Experience
- Siebel/Siebel Analytics, XAID
- Amazon Connect, Cisco
- UKG, Workday, Verint
- Veeva, Qpulse
- DocuSign
- Microsoft Office, Excel, Power BI, Survey Monkey, Teams, Power Point
References
References
- Jessica Green, 508-274-6308
- Isaiah Thompson, 619-919-7334
- Christina Rector, 765-623-5973
Accomplishments
Accomplishments
- Super Supervisor Award
- Amazing Associate Award
- Pink Flamingo Award
- Employee of the month
- Cultural Belief Award
- Commitment to Excellence Award
- Associate of the Month
Certification
- Medical Assistant Theory –5/2011
- Medical Assistant Clinical -7/2011
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Operations Supervisor
Neovance (Formerly Fortrea, Labcorp and Covance)
09.2014 - 04.2025
Customer Service/Department Manager
Walmart
05.2006 - 09.2014
Assistant Marketing Manager
Thermoview Industries
06.1997 - 12.2005
Grossmont Health Occupation Center
Medical Assistant Certification
National City Adult School
Medical Terminology Certification
Bible Missionary Fellowship
High School Diploma
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