HOLLY CANARY
Greenfield,USA
Summary
Accomplished senior level manager with extensive experience in employee management, strategic guidance, operational excellence, department quality and compliance, and trend analysis. Proactive and results oriented with a passion for continuous improvement and innovation to meet the needs of business and market evolution.
Professional business leader prepared for challenges of Senior Manager role. Combines deep understanding of business operations with commitment to driving team success and achieving significant results. Renowned for adaptability in dynamic environments and collaborative approach to problem-solving, leveraging keen analytical and decision-making skills.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Senior Manager Business Delivery
Fortrea, Formally Covance/Labcorp
12.2020 - Current
- Implement and monitor quality and compliance metrics
- Deploy and maintain department QMS
- Partner with key stakeholders to develop department quality and compliance strategy
- Development, oversight, and revision of department controlled documents
- Support resource management for all department programs
- Analyze trends in recruiting process
- Identify opportunities for improvement and innovation regarding call quality monitoring efforts, training strategy, controlled document process, CAPA process, QMS, and other areas
- Ensure and enforce consistent performance measures are in place including but not limited to productivity, call quality, attendance, schedule adherence, etc., across all programs
- Develop and implement initiatives that help to enhance employee morale, promote positive employee relations and create a positive culture within their programs and sites
- Evaluate programs annually to ensure the delivery of Signature Client Service and supports the department quality strategy
- Work with Training and Change Management Center of Excellence to ensure robust training programs are in place to help staff develop and fill in performance gaps
- Oversee operational process of new launches, identify and implement process improvements to reduce time and cost of new launches
- Work with other leaders to ensure that Patient Access meets its financial and other targets
- Participate in strategy development and deploy processes for offshoring and nearshoring initiatives
- Participate in business development
- Act as a liaison for Patient Access with internal and external support functions
- Manage a team of Executive Assistants
- Established strong relationships with clients and stakeholders, ensuring long-term partnerships and repeat business.
- Led cross-functional teams to achieve project milestones and deliver high-quality results.
- Collaborated closely with peers from other departments to drive organizational success jointly as one cohesive unit.
- Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives.
- Mentored junior staff members for skill development and career progression within the organization.
Program Manager, Service Delivery
Labcorp
05.2018 - 12.2020
- Participated in account review/strategic planning exercises with the Account Director and Sr Account Director
- Supported new program launches, initiatives, and business development
- Prepared contracts as necessary
- Developed and cultivated the relationship between the business and clients
- Wrote and reviewed client deliverables
- Developed, implemented, and evolved guidelines and expectations for a comprehensive program management approach to achieve results for the business and employees
- Ensured the highest quality is achieved through managing agent, supervisor, and program performance
- Assessed escalation and remediation procedures to ensure performance measures are met
- Supported career development of direct/indirect reports
- Oversaw compliance for direct/indirect report internal and client specific training requirements
- Managed programs for profitability
- Reviewed program budgets, proformas, and prepared client invoices
- Monitored program volume to adjust internal revenue forecasts and communicated changes to appropriate parties
- Managed client financial deliverables
- Monitored volume trends and tracked program budgets
- Participated, managed, and oversaw the development of program-specific plans to achieve metrics
- Monitor program adherence to the contract
- Hosted client meetings and quarterly business reviews
- Participated in RFP and bid defense process
- Provide tactical support for the Supervisors
Contact Center Manager
Labcorp
01.2018 - 05.2018
- Managed Supervisors, Service Delivery on assigned program
- Participated in recruiting process for new supervisors, wrote performance reviews, and addressed personnel issues
- Actively mentored and developed direct reports and indirect reports to grow their business acumen, customer service, reimbursement expertise, quality orientation, and technical and interpersonal skills
- Worked with PPS Instructional Designer and PMO Quality and Training groups to identify department and team training needs
- Conducted trainings
- Ensured that supervisors adhere to program processes
- Ensured that supervisors are identifying and escalating program trends and providing recommendations as necessary
- Monitored programs for deviations and subsequently executed deviation plan when necessary
- Monitored program volume, identifying fluctuations and recommending staffing changes to address fluctuation
- Worked with client management to execute staffing plans
- Managed programs, forecast, and budget for profitability
- Provided leadership on operational initiatives
- Analyzed key performance metrics to identify areas of improvement and implement targeted action plans.
- Improved customer satisfaction by implementing effective contact center strategies and streamlining processes.
- Increased employee retention through effective coaching, mentoring, and professional development opportunities.
Operations Supervisor
Labcorp
01.2016 - 01.2018
- Supervised agents on assigned program
- Participated in recruiting process, conducted performance reviews, developed goals and objectives, monitored individual performance against expected metrics (productivity, quality, attendance etc.)
- Monitored and addressed performance issues
- Identified department and team training needs
- Conducted trainings
- Ensured compliance to program process requirements
- Monitored work distribution
- Ensure high quality work is delivered and performance measures are met
- Escalated deviations from expected workflow and turnaround times, determine action plan to correct deviation, execute on action plan
- Monitored program volume, identified fluctuations and recommended staffing changes to address fluctuation
- Participated in recruiting and onboarding processes to support department and program team
- Maintained open lines of communication with upper management to provide regular updates on operational progress and challenges faced by the team.
- Enhanced team productivity by providing ongoing training, coaching, and mentoring to staff members.
- Reduced employee turnover by fostering a positive work environment and addressing employee concerns promptly.
Operations Supervisor
Echo 3 Solutions (formally Assist Management)
06.2011 - 01.2016
- Guided and encouraged call center staff
- Conducted performance reviews
- Monitored and submitted information for payroll
- Monitored all aspects of operations department
- Set daily, monthly, quarterly, and yearly goals for call center staff
- Hired new and terminated existing Sleep Care Professional staff
- Served as a liaison between clients and other members of management team
- Developed and implement new call center processes
- Developed and execute employee training
- Enhanced team productivity by providing ongoing training, coaching, and mentoring to staff members.
- Managed daily operations for optimal performance, ensuring smooth workflows and timely completion of tasks.
Call Center Professional
Echo 3 Solutions (formally Assist Management)
07.2010 - 06.2011
- Provided excellent customer service to patients and clients
- Conducted patient awareness/education training
- Provided patients with CPAP machine conflict resolution
- Maintained of patient records
- Ensured patient therapy compliance
- Performed inbound and outbound calls to patients and customers
- Enhanced customer satisfaction by addressing and resolving complex issues in a timely manner.
- Contributed to team success by consistently meeting or exceeding performance targets.
Education
Bachelor of Science - Business Management
Indiana Wesleyan University
Marion05.2021
Associate of Science - Human Services
Ivy Tech Community College
Anderson2009
Lean six sigma yellow belt -
Go Lean Six Sigma
08.2021
Skills
- Troubleshooting and problem resolution
- Data-driven decision-making
- Organizational improvement
- Reporting management
- Business performance management
- Quality Compliance oversight
- Change Management
- Process Optimization
- Policy administration
- Quality improvement plans
- Exemplary people management skills
Certification
Lean Six Sigma Yellow Belt
Timeline
Senior Manager Business Delivery
Fortrea, Formally Covance/Labcorp
12.2020 - Current
Program Manager, Service Delivery
Labcorp
05.2018 - 12.2020
Contact Center Manager
Labcorp
01.2018 - 05.2018
Operations Supervisor
Labcorp
01.2016 - 01.2018
Operations Supervisor
Echo 3 Solutions (formally Assist Management)
06.2011 - 01.2016
Call Center Professional
Echo 3 Solutions (formally Assist Management)
07.2010 - 06.2011
Lean Six Sigma Yellow Belt
Bachelor of Science - Business Management
Indiana Wesleyan University
Associate of Science - Human Services
Ivy Tech Community College
Lean six sigma yellow belt -
Go Lean Six Sigma
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