Jennifer Admire
Platte City,MO
Summary
Results-driven professional with extensive experience in business transformation, achieving double-digit profitability improvements and facilitating quality certifications that bolster operational excellence. Instrumental in driving a 35% increase in efficiency and $3.5 million in annual savings through innovative project execution.
Overview
24
24
years of professional experience
Work History
Business Transformation Sr Project Manager
Quest Diagnostics
Lenexa, KS
06.2016 - Current
- Streamlined business model, increasing efficiency by thirty-five percent.
- Achieved QMS Gold and PSP certifications to elevate quality standards.
- Oversaw budget management and resource allocation across multiple projects.
- Facilitated operational transitions, focusing on acquisition and client retention strategies.
- Established communication pathways through implementation of electronic FIC.
- Managed call center operations for over 700 employees, ensuring high-quality service delivery.
- Identified call routing issues, generating annual savings of $200,000.
- Conducted nine national Shingijutsu Kaizens, contributing $3.5 million in annual savings.
Client Services Supervisor
Quest Diagnostics
Lenexa, KS
05.2014 - 06.2016
- Led a team of 17- 19 employees through the QMS Bronze Model Pod Certification.
- Led National CNR Reduction Project to standardize workflows, enhancing operational efficiency.
- Ensured efficient handling of 2300 calls daily, contributing to high levels of customer satisfaction.
- Directed training and mentorship of new team members, fostering a culture of productivity and service excellence.
- Researched complex problems and resolved issues in a timely manner.
- Completed documentation and logs each day and generated weekly report detailing activities.
Customer Care Supervisor
Sprint Nextel Corporation
Overland park, KS
01.2012 - 01.2014
- Managed staff of fifteen to thirty customer service representatives to enhance service delivery
- Assisted and resolved escalated inbound and outbound calls with the customer
- Executed timely follow-up actions to resolve customer concerns and ensure satisfaction
- Coordinated day-to-day strategies for effective transition of dialing strategies
- Scheduled employee holidays, benchmarked employee salary increases against current standards, performed employee performance evaluations and managed travel and expenses for the department's employees
- Enabled revenue growth and set stage for continued, sustainable improvement
- Performed an array of employee and client audits
Technology and Training Manager
Systems & Services Technologies
Saint Joseph, MO
01.2003 - 01.2012
- Planned and led training programs on staff development to enhance employee knowledge, engagement, satisfaction and performance.
- Developed training programs tailored to diverse employee skill sets to enhance overall team capability.
- Designed Leadership Training Programs
- Executed strategic relocation of call center operations, streamlining processes and optimizing resource allocation.
- Increased peak transaction capacity by 30%
- Managed technology projects to enhance operational efficiency and effectiveness.
- Coordinated communication among stakeholders during high-value client mergers to ensure alignment and smooth transitions.
- Conducted negotiations for Service Level Agreements to establish clear expectations.
Skills
- QMS Gold Certified
- PMP Certified
- Project Management
- Lean Operations
- Process improvement
- Strategic Planning & Leadership
- Change management
- Human Resources
- Team Building
- Marketing & Business Development
- Client management
- Revenue & Profit Growth
- New Product/Service Development
- RPA and AI Automation
- Information Systems Strategy
- Mergers & Acquisitions
- Strategic planning
Timeline
Business Transformation Sr Project Manager
Quest Diagnostics
06.2016 - Current
Client Services Supervisor
Quest Diagnostics
05.2014 - 06.2016
Customer Care Supervisor
Sprint Nextel Corporation
01.2012 - 01.2014
Technology and Training Manager
Systems & Services Technologies
01.2003 - 01.2012