Keitha Otero
Albuquerque
Summary
Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.
Overview
7
7
years of professional experience
Work History
Operations Manager
Ascendion (Contract With HP Inc.)
02.2024 - 03.2025
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Developed and maintained relationships with external vendors and suppliers.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Analyzed and reported on key performance metrics to senior management.
- Facilitated smooth collaboration between departments through clear communication channels.
- Achieved higher employee retention rates by fostering a positive work environment and providing opportunities for professional growth.
PHARMACY SPECIALTY REP
CVS HEALTH
01.2021 - 01.2023
- Assisted specialty medication patients with their orders to ensure there was no delay in receiving their medications
- Take inbound calls from patients and provide empathy and understanding
- Place orders for multiple myeloma patients’ medication using processes while maintaining HIPPA standards
- Ensure on the backend that life threatening medication orders are processed timely by removing errors and ensure they flow through the system without delay
- Using proper process and procedures ensure proper handling of patient records and orders
- Provided exceptional customer service, addressing inquiries and resolving issues in a timely manner.
- Demonstrated adaptability by quickly learning new products, technologies, and therapeutic areas as needed.
- Clarified customer requests, forwarded product information and answered questions to support sales operations.
- Resolved order issues efficiently and enhanced customer satisfaction ratings.
Commercial Escalations Supervisor
HP Inc.
05.2020 - 09.2021
- Assisted with project for management of change to switch employees over from three different tiers of agents to one universal role
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
- Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
- Demonstrated commitment to the organization''s core values, leading by example and fostering a culture of excellence.
- Led successful project completions under tight deadlines, coordinating effectively across multiple teams.
- Developed effective improvement plans in alignment with goals and specifications.
Commercial Escalations Process Lead
HP Inc.
01.2019 - 01.2020
- Managed teams effectively, fostering an environment of open communication and collaboration for better overall performance.
- Evaluated process performance metrics, identifying areas requiring improvement or optimization for increased efficiency.
- Delivered quality assurance by enforcing strict adherence to established guidelines and conducting regular inspections of final products.
- Mentored junior team members, providing guidance on best practices and contributing to their professional development.
- Collaborated with other departments to address any interdepartmental challenges or discrepancies in a timely manner.
- Enhanced employee engagement by organizing regular training sessions and promoting a culture of learning within the team.
- Cultivated relationships with key stakeholders, communicating project updates regularly for transparency and alignment on goals.
Support Specialist
Ascendion (contract With HP Inc.)
05.2018 - 08.2018
- Maintained detailed documentation of support interactions, ensuring valuable insights are preserved for future reference and analysis.
- Optimized internal workflows to expedite incident escalations, leading to faster problem-solving efforts from specialized teams.
- Mentored junior team members in mastering complex technical concepts, bolstering the overall capabilities of the support unit.
- Collaborated with cross-functional teams to develop and implement effective support strategies.
- Streamlined internal processes for quicker issue resolution, leading to reduction in average response time.
- Optimized use of support tools and resources to reduce waste and increase productivity.
- Played key role in achieving industry-leading customer service ratings by consistently delivering beyond expectations.
- Acted as liaison between support team and other departments to ensure unified approach to customer satisfaction.
- Improved team morale and cohesion by initiating regular team-building activities and feedback sessions.
- Trained new team members on support protocols and tools, enhancing team efficiency and service quality.
Escalations Case Manager
HP Inc.
01.2018 - 12.2018
- Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
- Conducted thorough assessments of clients'' situations, identifying issues, goals, and necessary interventions.
- Monitored ongoing cases closely, adjusting case management strategies as needed based on evolving circumstances or new information.
- Educated clients on available programs, benefits, and services, empowering them to make informed decisions about their needs.
- Achieved positive client outcomes by developing and implementing comprehensive case management plans.
- Contributed to team discussions and case conferences actively, sharing insights and expertise with colleagues to optimize client support strategies.
- Developed and implemented comprehensive case management plans to address client needs and goals.
- Improved client satisfaction by efficiently addressing concerns or grievances in a timely manner.
Education
BA - Project Management
Capella University
Minneapolis, MN09.2024
AA - IT Networking
University of Phoenix
Phoenix, AZ02.2018
Skills
- Talent Recruitment
- Project oversight
- Critical thinking
- Operations management
- Customer service
- Problem-solving
- Decision-making
- Employee relations and conflict resolution
- Planning and implementation
- Staff management
- Staff training
- Team leadership
Accomplishments
● : Nominated for Master Your Career work program – 2019, Nominated to Attend the National Woman’s Conference -2020
- Earned the “Rockstar” Award in 2020 for being top Supervisor.
- Promoted to Manager of the team after 4 months in leadership role with the company.
- Supervised team of 24+ staff members.
- Collaborated with team of 10 in the development of transfer 3 different tiers of case managers into one universal role.
Awards
- Nominated for Master Your Career work program – 2019
- Nominated to Attend the National Woman’s Conference -2020
Timeline
Operations Manager
Ascendion (Contract With HP Inc.)
02.2024 - 03.2025
PHARMACY SPECIALTY REP
CVS HEALTH
01.2021 - 01.2023
Commercial Escalations Supervisor
HP Inc.
05.2020 - 09.2021
Commercial Escalations Process Lead
HP Inc.
01.2019 - 01.2020
Support Specialist
Ascendion (contract With HP Inc.)
05.2018 - 08.2018
Escalations Case Manager
HP Inc.
01.2018 - 12.2018
AA - IT Networking
University of Phoenix
BA - Project Management
Capella University
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