Joseph Jenkins
Castle Rock,CO
Summary
Motivated Operations Supervisor possessing excellent vendor relationship and contract manager skills. Well-versed in mentoring and developing high-performing teams to meet organizational goals. Comfortable working with people of all levels coupled with outstanding commercial & global approach to solving problems and developing business processes.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Operations Supervisor
Insulet Corporation
12.2019 - Current
- Deployed centralized reporting for the entire department to provide tracking and trending on opportunities from representatives, resulting in an overall decrease of documentation errors through a continuous improvement process.
- Created and owned a communication request process for the entire department to filter communications sent internally vs. vendors, or both.
- Assisted in the management of multiple vendor companies supporting United States and Canadian insulin pump markets to meet metrics, conduct and present weekly meetings, attend quarterly business reviews, and partner between companies on projects to improve metrics for the department.
- Attended a Green Belt LEAN Six-Sigma course from Insulet, where the items learned were certified in a project that revamped the certification process out of training for the department and saved the company $51,840 annually.
- Aided in the transition and ramp-up of new vendor sites, including training new-hire classes, developing OJT (On-the-job) training plans, and supervisor checklists for call center management.
- Received the 'You Make the Difference Award' from the company in July 2020 for leading FSN (field safety notification) training to staff to support an influx of calls due to a product issue.
- Familiar with and consistently assist IT and Business Analysts with UAT (User-Acceptance-Testing) for future system enhancements to improve agent efficiencies and experience.
- Collaborated among multiple departments to develop system rules preventing Tier 1 representatives from documenting MDRs (Medical Device Reports) return instructions incorrectly, preventing compliance risk for the company.
- Helped the ELT (Executive Leadership Team) with a project to reduce overall call volume. We achieved this by creating different avenues for customers to receive help. Such as: chat, logging portals, and IVR routing changes.
- Led the restructuring of the company's Quality LMS (Learning Management System) to prevent compliance risk in the event of an audit.
- Created quality work instruction documents for vendor companies/representatives to follow, containing processes, job aids, and checklists.
- Proposed & managed incentives for the company to accomplish improving metrics in a short period of time with vendor companies
- Owned the transition and implementation to the company's IVR (Interactive Voice Recognition)/Telephony routing system to AWS for the department.
- Produced reporting to vendor companies to mitigate risk of late documentation of MDRs (Medical Device Reports), preventing the risk of a 'Late MDR' from the FDA (Food & Drug Administration).
- Owned from a department perspective, the implementation of integrating the shipping system with Salesforce CRM (Customer Relationship Management) system and a shipping system (AX 2012) promotes efficient and accurate submissions to our distribution department.
- Trained numerous new-hire vendor classes for the department to assist vendor companies with resource management throughout 2020 and 2022.
- Owned the certification process for all new-hire representatives trained by vendor companies from 2019 to 2021.
- Developed and implemented standard operating procedures to ensure efficient workflow.
- Identified areas of improvement and developed strategies to increase efficiency.
- Monitored staff performance and provided feedback for improvement.
- Managed daily operations, including scheduling personnel, assigning tasks, and monitoring progress.
- Prepared reports on operational performance metrics and presented them to management team.
- Provided support to other departments as needed to meet organizational goals.
- Trained new employees on proper job functions and company policies and procedures.
- Performed periodic audits of operational processes in order to identify potential risks or areas of improvement.
- Implemented cost-saving measures throughout the organization's operations.
- Identified opportunities for process optimization using Lean Six Sigma principles.
- Analyzed customer feedback to identify trends in product usage and recommend modifications or upgrades.
Team Leader
Concentrix
08.2018 - 12.2019
- Provided corrective action and progressive coaching to a team of 15 direct reports with the focus of achieving Quality and Documentation standards set forth by the Client, including Concentrix attendance, adherence, and performance-related metrics.
- Achieved Quarterly 'Team Leader' Award within 3 months of being promoted.
- Created a Medical Event Audit team specialized in reviewing case documentation accuracy, providing coaching to the Team Leaders for review.
- Coordinated with Team Leaders to ensure medical event case error coaching was provided to the agents within 24 hours of the case review.
- Partnered with Team Leaders to improve documentation accuracy by utilizing reports within Salesforce for errors, such as Product Involved.
- Nominated as 'Top Dog' by the client and coworkers.
- Coached and motivated a team of up to 15 agents weekly to achieve a 90% quality metric.
- Participated in weekly quality calibration sessions with the client, focused on ensuring alignment and achieving a
- Recognized as a trusted advisor by my fellow colleagues.
- Handpicked by the client to assist with the ramp up of a new call center located in Greenville, South Carolina.
- Participated in the certification of the new Program Ready Trainers at the Greenville, South Carolina site.
- Coordinated team activities and delegated tasks to ensure efficient completion of projects.
- Developed strategies for problem solving and conflict resolution among team members.
- Conducted regular performance reviews to assess individual team member progress.
- Created training materials and conducted group training on new processes or procedures.
- Assisted with recruitment efforts by interviewing potential candidates and providing input on hiring decisions.
- Established clear expectations for employees, providing guidance when needed.
Program Ready Trainer (PRT)
Concentrix
01.2018 - 08.2018
- Promoted to Program Ready Trainer (PRT) within 10 months of starting.
- Performed a 3-week new hire training for all Insulin Pump trainees, up to 20 trainees at a time.
- Participated in the roll-out of the newly designed 4-week training, which includes certification of training knowledge.
- Assisted in up-training all production agents on the release of a new medical device from the company.
- Partnered with trainers to ensure 95% of the account was trained on new Quality processes implemented within 3 weeks of release.
- Organized and facilitated train-the-trainer workshops for existing trainers.
- Provided technical assistance to ensure successful implementation of program activities.
- Assisted with the development of job aids, manuals, and other materials related to training programs.
- Monitored progress of trainees throughout their program experience, providing feedback as needed.
- Coordinated meetings with stakeholders to discuss strategies for improving program outcomes.
- Collaborated with senior management in developing policies and procedures regarding the delivery of training services.
- Maintained up-to-date knowledge about industry trends and developments relevant to the role.
- Facilitated group discussions among Program Ready Trainers focusing on best practices in teaching methods and techniques.
- Analyzed data from surveys, interviews, focus groups. To evaluate the effectiveness of the curriculum provided by Program Ready Trainers.
Return Material Authorization Specialist
Concentrix
11.2017 - 01.2018
- Promoted to Return Materials Authorization (RMA) associate for offline shipping.
- Processed 300+ orders daily, including emergency delivery orders.
- Ensured accuracy of order entry and informed agents of errors on casework, with an overall focus on improving case documentation.
- Researched patient eligibility, coverage information, and benefit levels.
- Assisted in the development of new processes and protocols to improve operational efficiency.
- Maintained compliance with HIPAA regulations, safeguarding sensitive patient information during the authorization process.
Product Support Specialist
Concentrix
08.2017 - 11.2017
- Highly skilled product support representative supporting an Insulin Pump Medical Device in a regulated environment.
- Ensured documentation met FDA-regulated standards.
- Awarded Employee of the Month during the first month of tenure.
- Consistently met performance metrics, achieving a 90% month over month.
- Proficient Medical Event call handling, which resulted in my recorded calls being used for training purposes.
- Assisted agents with product knowledge questions through Jabber.
- Selected as a SME to assist new hires during the nesting period.
- Tested software applications for bugs and errors before release.
- Documented all customer interactions in the CRM system.
Customer Solutions Expert
Afni
08.2016 - 08.2017
- Specialized in handling sensitive information from customers, such as social security numbers, credit cards, and bank accounts.
- Ranked top performer within the first month of training.
- Contributed to the success of the top-performing team, where we consistently achieved the number one ranked team for KPIs.
- Participated in team calibrations where our team would go over a specific call and constructively fine-tune representatives' skills or faults.
- Handled a wide variety of customer issues, including assumption of liability, billing, and sales.
- Utilized problem-solving skills to resolve customer complaints quickly and efficiently.
- Researched and identified root causes of customer issues.
- Developed creative solutions to meet customer needs.
- Provided technical assistance and troubleshooting for customer inquiries.
- Collaborated with internal teams to ensure resolution of customer requests in a timely manner.
- Educated customers on product features and services.
- Maintained detailed records of customer interactions in the CRM system.
Pharmacy Associate
C3 Customer Contact Channels
10.2015 - 08.2016
- Supported over 200 calls per day relating to customer healthcare coverage, medical prescription refills, billing, and orders.
- Utilized strong communication skills to calm irate customers and solve any problems, concerns, and needs.
- Received multiple rewards for achieving perfect Quality Scores.
- Hand-picked to join a project team of top-performing employees with the focus of deescalating calls and improving customer satisfaction through outreach, with the goal of patient retention.
- Chosen as a Subject Matter Expert (SME) within 6 months of hire, to assist coworkers in problem-solving difficult situations by providing de-escalation techniques.
- Utilized by supervisors as a middle ground for escalated calls, with the focus to prevent further escalation.
- Assisted customers with prescription refills and transfers, answered inquiries, and provided information regarding drug interactions.
- Resolved customer complaints promptly and efficiently while maintaining professionalism at all times.
- Managed multiple tasks simultaneously in a fast-paced environment while meeting tight deadlines.
Sales Representative
Ace Industrial Supply Inc.
03.2015 - 09.2015
- Completed over 400 sales calls per day to sell five brands of tools used in numerous types of construction, maintenance, repair, etc.
- Successful at building rapport and gaining customers' respect and trust to close the sale.
- Recognized on four occasions as being the top-selling employee.
- Developed and maintained relationships with existing clients to ensure customer satisfaction.
- Generated new sales leads through cold calling and networking activities.
- Maintained accurate records of all sales and prospecting activities.
- Negotiated pricing contracts with customers to maximize profits.
Education
High School Diploma -
Sahuarita High School
Sahuarita, AZ05-2014
Skills
- Type 85 words per minute
- Proficient in Microsoft Office Word, Excel, and PowerPoint
- Experience creating process flows and mapping in Vizio
- Proficient in creating reports in Salesforce CRM Classic
- Identifying trends in medical device complaint documentation
- The ability to communicate goals, expectations, and feedback clearly and effectively
- Build trust, loyalty, and positive relationships with team members, outside departments, and vendor companies
- Prioritization of multiple projects and tasks
- Operations Management
- Team Training
- Employee Development
Accomplishments
- Provided the "You Make A Difference" award from Insulet Corporation 5 different occasions since 2019.
- Nominated for "Top Dog" while ramping up a new vendor site/location from colleagues and upper-management.
- Identified and resolved an influx in calls related to a product issue.
Certification
Pending LEAN Six Sigma Green Belt Certification
Timeline
Operations Supervisor
Insulet Corporation
12.2019 - Current
Team Leader
Concentrix
08.2018 - 12.2019
Program Ready Trainer (PRT)
Concentrix
01.2018 - 08.2018
Return Material Authorization Specialist
Concentrix
11.2017 - 01.2018
Product Support Specialist
Concentrix
08.2017 - 11.2017
Customer Solutions Expert
Afni
08.2016 - 08.2017
Pharmacy Associate
C3 Customer Contact Channels
10.2015 - 08.2016
Sales Representative
Ace Industrial Supply Inc.
03.2015 - 09.2015
High School Diploma -
Sahuarita High School