Summary
Overview
Work History
Education
Skills
Timeline
Generic

Melissa Hevner

Scottsdale,AZ

Summary

Reliable Manager demonstrating high level of ownership and initiative. Possessing exceptional work ethic and desire to go above and beyond to exceed company expectations. Offering knack for building productive working relationships. Successful in fast-paced, deadline-driven environments to manage goals and team development. History of thriving in team-oriented environments.

Overview

9
9
years of professional experience

Work History

Manager - CSX Process

CVS Caremark
Scottsdale, AZ
01.2022 - Current
  • Manage weekly CSX requests from a variety of business areas (sales, benefits, networks, product, MCO, IT), and lead the process of preparing topics for the applicable forum, including analyzing the issue, identifying necessary colleagues, the problem statement, facilitating the initial why discussion, and creating a SIPOC for the process being discussed.
  • Implement process improvements, such as utilizing Salesforce for our CSX commitments, resulting in an increase in operational efficiency.
  • Develop and implement ways to achieve company objectives, such as ensuring that all CSX commitments are completed and brought back to our forum to discuss how the solution will prevent the original CSX root cause from happening again, specifically myPBM and FCO process.
  • Participate in the Enterprise Mentoring Program since 2023 as a mentee, with a Lead Director of Customer Care as my mentor.

Sr Communications Consultant

CVS
Scottsdale, AZ
06.2020 - 01.2022
  • Prioritized and organized tasks to efficiently accomplish service goals.
  • Juggled multiple projects and tasks to ensure high quality and timely delivery.
  • Demonstrated self-reliance by meeting and exceeding workflow needs.
  • Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.

Operations Director

Valley of the Sun YMCA
Phoenix, AZ
05.2017 - 03.2020
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.
  • Attended leadership meetings with COO and VPs, providing feedback to enhance future membership revenue.
  • Improved profit margins by streamlining operations and workflow and negotiating competitive vendor contracts.
  • Created agendas and communication materials for team meetings.
  • Collaborated with other departments to discuss and implement new group exercise and personal training opportunities for members.
  • Performed site evaluations, customer surveys and team audits.
  • Improved customer satisfaction by finding creative solutions to problems.
  • Created SOPs on a regular basis to improve front line processes
  • Recognized by management for providing exceptional customer service.

General Manager

Red Mountain Weight Loss
Scottsdale, AZ
04.2016 - 04.2017
  • Collaborated with staff to maximize customer satisfaction, streamline procedures and improve bottom-line profitability.
  • Monitored supplier operations to verify quality, delivery schedule and conformance to contract specifications.
  • Coordinated monthly budgets, managed profit and loss and consistently met desired margin targets.
  • Formalized operational systems and procedures by developing and introducing employee handbook, detailed job descriptions and work-flow plans.
  • Encouraged, trained and disciplined employees to maximize performance.
  • Strategized long-term business needs while generating guest relations feedback for process improvements.

Education

MBA - Operations

Grand Canyon University
Phoenix, AZ
10.2018

Master of Science -

Springfield College
Springfield, MA
05.2006

Bachelor of Science -

Springfield College
Springfield, MA
05.2005

Skills

  • Process improvement
  • Strategic planning
  • Supervision and training
  • Sales expertise
  • Networking and marketing expertise
  • Stakeholder management
  • Partnership development
  • Hiring, training, team building, and motivation
  • Vendor management
  • Proficient in Microsoft Word, Excel, Powerpoint, Project, Sharepoint, and Visio
  • Proficient in Sales Force CRM and Aprimo

Timeline

Manager - CSX Process

CVS Caremark
01.2022 - Current

Sr Communications Consultant

CVS
06.2020 - 01.2022

Operations Director

Valley of the Sun YMCA
05.2017 - 03.2020

General Manager

Red Mountain Weight Loss
04.2016 - 04.2017

MBA - Operations

Grand Canyon University

Master of Science -

Springfield College

Bachelor of Science -

Springfield College

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