Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Katherine Bibic

Phoenix,AZ

Summary

Accomplished professional adept at driving team performance, business strategies, and making data-supported recommendations for continuous process improvement. Skilled at identifying optimal tactics for motivating teams and engaging clients.

Overview

18
18
years of professional experience

Work History

SR Manager, Specialty Technology Strategy

CVS/Specialty
12.2021 - Current
  • Provide management support and develop process and technology improvements to improve workflows across the organization; works independently on strategy plans and optimization projects; Align strategy to ensure efficiency, effectiveness, and compliance with organizational goals; Prioritize initiatives, defines product features, and establishes a roadmap that aligns with market demands and business objectives, Promote cross-functional communication and coordination, ensuring effective collaboration to achieve product goals; Identify unique value propositions, defines product positioning, and ensures effective communication of product features and benefits to customers and the market; Handles technical process evaluations to uncover gaps in workflows and work under minimal supervision; Develop strategy by identifying data driven, fact based solutions to opportunities; Consults with leaders on metrics to define success criteria and measure progress against improvement targets.

Operations Supervisor, Specialty Generics

CVS/Specialty
01.2016 - Current
  • Assist with launch of Specialty Generics initiative; recruit sales oriented Patient Services Representatives for outbound call team; supervise team of 50+ Patient Service and Benefits Verification Representatives in multiple locations; work in multiple operating systems and web-based tools to determine workflow and outreach requirements on a daily basis; work in conjunction with project managers to develop processes for successful conversion of patients from brand medication to generic medication and processes for patient therapy adherence; work with Training and Development to write curriculum for classroom and web-based training surrounding the project; work with IT to ensure daily reports that are system generated are accurate and up to date; other duties as assigned.

Operations Manager, Specialty Generics

CVS/Specialty
05.2020 - 12.2021
  • Assist with launch of Specialty Generics initiative; recruit sales oriented Patient Services Representatives for outbound call team; manage a team of 70+ individuals in multiple locations including, Pharmacists, 4 Supervisors and their teams of Patient Service Representatives and Benefits Verification Representatives; work in multiple operating systems and web-based tools to determine workflow and outreach requirements on a daily basis; work with cross functional teams like RX Merchandising, Procurement and Trade to develop processes for successful communication between departments to further the goal of converting patients from brand medication to generic medication; work with Training and Development to write curriculum for classroom and web-based training surrounding the project; work with IT to ensure daily reports that are system generated are accurate and up to date; other duties as assigned.

Operations Supervisor

CVS/Specialty
11.2015 - 01.2016
  • Answer Patient Services Representatives’ questions regarding policy; monitor representatives for errors; monitor representatives’ attendance records; monitor representatives’ call statistics to ensure adherence to company outlined metrics, issue disciplinary action as needed, assist with escalated customer service issues; monitor email distribution lists to ensure all client and agent situations were handled appropriately; other duties as assigned.

Call Center Trainer

CheapCaribbean.com
01.2015 - 10.2015
  • Assist in recruiting processing for all call center new hires; develop training materials for distribution regarding new hire inbound team training, Sabre training, travel insurance sales training, outbound call handling training, inContact Telephony system, etc.; implement and deliver training for previously mentioned areas; report to management regarding progress of all trainings and recommendations for further trainings needed; assist Call Center Director with organizing yearly Familiarization Trips for over 100 agents; worked with Product Managers to develop monthly newsletter regarding important product updates for distribution to Call Center Agents; traveled between the Phoenix and Doylestown call centers to attend and facilitate training; other duties as assigned.

Customer Service Manager

CheapCaribbean.com
08.2012 - 01.2015
  • Responsible for managing 2-4 customer service supervisors at any given time with approximately 10-15 agents reporting to each supervisor; assist supervisors with any questions regarding policy; monitor representatives for errors; track financial loss resulting from representative errors; monitor representatives’ attendance records; monitor representatives’ call statistics to ensure adherence to company outlined metrics; address personnel issues through coaching, disciplinary action or termination; act as liaison for agents with HR and upper management when needed; managed reports regard client feedback; compiled reports and PowerPoint presentations for Call Center Director for presentation to Executive Management; assist with escalated customer service issues; manage recruiting process for both sales and customer service positions; other duties as assigned.

Call Center Supervisor

CheapCaribbean.com
02.2010 - 08.2012
  • Answer sales and customer service representatives’ questions regarding policy; monitor representatives for errors; track financial loss resulting from representative errors; monitor representatives’ attendance records; monitor representatives’ call statistics to ensure adherence to company outlined metrics, drive sales conversions of minimum 35% or better, drive upselling conversions for insurance, excursions and hotel add-ons, issue disciplinary action as needed, assist with escalated customer issues; monitor multiple email distribution lists to ensure all client and agent situations were handled appropriately; train new sales and customer service representatives; traveled between Doylestown and Phoenix offices to assist with opening of new call center and training of New Hires; other duties as assigned.

Shift Coordinator

CheapCaribbean.com
10.2008 - 06.2010
  • Answer phones as needed; answer sales and customer service representatives’ questions regarding policy; monitor representatives for errors; assist with escalated customer service issues; monitor and log reservation confirmations; process customer reservations; submit daily reports to upper management regarding call center productivity; train new customer service representatives; other duties as assigned.

Customer Service Representative

Telerx Business Solutions
06.2009 - 05.2010
  • Answer phone calls in a timely, polite, and professional manner; answer customer questions; redirect calls as necessary; relay messages when needed; problem solve issues with customers; handle customer complaints; respond to customer emails; multi-task in an often fast-paced environment.

Customer Service Representative

CheapCaribbean.com
04.2007 - 10.2008
  • Answer phone calls in a timely, polite, and professional manner; answer customer questions; redirect calls as necessary; relay messages when needed; problem solve issues with customers; handle customer complaints; respond to customer emails; train new sales and customer service representatives; traveled between Doylestown and Phoenix offices to assist with opening of new call center and training of New Hires; multi-task in an often fast-paced environment; other duties as assigned.

Education

Bachelor of Arts - History

Kutztown University of Pennsylvania
Kutztown, PA
05.2005

Skills

  • Able to work independently and with others, able to multi-task and prioritize, extremely organized, self-motivated, capable of time management and problem solving, knowledge of MS Office (Word, Outlook, PowerPoint, Excel), proficient computer and internet skills in a Windows and Mac environment, able to type 60 wpm, willing to accept additional responsibilities as needed, willing to train as necessary

References

Available upon request.

Timeline

SR Manager, Specialty Technology Strategy

CVS/Specialty
12.2021 - Current

Operations Manager, Specialty Generics

CVS/Specialty
05.2020 - 12.2021

Operations Supervisor, Specialty Generics

CVS/Specialty
01.2016 - Current

Operations Supervisor

CVS/Specialty
11.2015 - 01.2016

Call Center Trainer

CheapCaribbean.com
01.2015 - 10.2015

Customer Service Manager

CheapCaribbean.com
08.2012 - 01.2015

Call Center Supervisor

CheapCaribbean.com
02.2010 - 08.2012

Customer Service Representative

Telerx Business Solutions
06.2009 - 05.2010

Shift Coordinator

CheapCaribbean.com
10.2008 - 06.2010

Customer Service Representative

CheapCaribbean.com
04.2007 - 10.2008

Bachelor of Arts - History

Kutztown University of Pennsylvania

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