Jose Luis Garcia
Murrieta,CA
Summary
Results-driven and dynamic professional with a proven track record of successfully leading large operational teams with substantial budgets. Recognized for expertise in launching new business models and building high-performing teams. Acknowledged for consistently achieving exceptional satisfaction rates, leading to improved customer retention and revenue growth.
Overview
15
15
years of professional experience
Work History
Manager of Operations (Regional)
Optum - Behavioral Health
Cypress, Ca
06.2015 - 04.2022
- Managed a group of 5-6 people leaders overseeing 20 direct reports at various locations, implementing strategic training initiatives, and conducting consistent performance assessments, culminating in a 15% improvement in productivity.
- Successfully improved operational efficiency and increased client satisfaction by implementing LEAN methodologies to streamline multisite behavioral health operations, resulting in a 12% reduction in service delivery errors and a 16% reduction in process time.
- Successfully developed and executed customer service protocols across various behavioral health locations, attaining a high client satisfaction rating of 95% and promptly resolving escalated client matters within one day.
- Directed strategic planning initiatives for multisite operations, including budget management and resource allocation, leading to a 10% reduction in operational costs while maintaining high-quality service delivery across all locations.
- Designed and implemented a patient-centric care model in the behavioral health sector, collaborating effectively with cross-functional teams such as sales, marketing, and HR.
Supervisor
OptumRx - Specialty Pharmacy
Carlsbad, CA
06.2007 - 06.2015
- Dynamic and results-oriented Specialty Pharmacy Supervisor adept at leading cross-functional teams of customer service agents, pharmacy technicians, and sales professionals to ensure seamless data entry, prescription refills, and revenue generation.
- Developed and implemented operational policies and procedures to ensure efficiency and accuracy of workflows.
- Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
Education
Bachelor of Science - Molecular Cell Biology
California State University - San Marcos
San Marcos, CA05.2024
Associate of Science - Mathematics And Science
Palomar College
San Marcos, CA05-2022
Associate of Arts - Social and Behavioral Sciences
Palomar College
San Marcos, CA05-2022
Skills
- Operational Efficiency
- Customer Service Excellence
- KPI Development and Monitoring
- Policy Definition and Enforcement
- Team Leadership and Development
- Strategic Planning and Execution
- Cross-Functional Collaboration
- Project Management
- Risk Management
- Multisite Management
- Effective Communication
- Cost-reduction Strategies
Technology Snapshot
- Microsoft Office Suite
- Microsoft Windows
- Lotus Suite
- Oracle
- Salesforce
- SQL
- Tableau Desktop
- Healthcare Management Systems
References
References available upon request.
Timeline
Manager of Operations (Regional)
Optum - Behavioral Health
06.2015 - 04.2022
Supervisor
OptumRx - Specialty Pharmacy
06.2007 - 06.2015
Bachelor of Science - Molecular Cell Biology
California State University - San Marcos
Associate of Science - Mathematics And Science
Palomar College
Associate of Arts - Social and Behavioral Sciences
Palomar College
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