Melissa Sowers
Lexington,NC
Summary
Detail-oriented leadership professional bringing in-depth expertise with root cause and trend analysis to identify issues and develop continuous improvements that lead to cost savings.
Overview
8
8
years of professional experience
Work History
Manager Service Management
CVS Pharmacy
Lexington, NC
01.2023 - Current
- Analyzed customer feedback data to develop action plans for improving services offered.
- Created monthly reports for senior management summarizing operational performance metrics.
- Coached, mentored and trained team members in order to improve their job performance.
- Performed root cause analysis to determine underlying causes of recurring incidents.
- Developed and implemented problem management processes and procedures.
- Analyzed incident data to identify trends and root cause of problems.
- Implemented changes in order to improve existing processes and systems.
- Created detailed reports summarizing findings from problem investigations.
Sr Analyst, IT Cust Serv/Sup
CVS Pharmacy
Lexington, NC
04.2021 - 01.2023
- Identified opportunities for cost savings through process automation initiatives.
- Monitored progress of the change initiative through regular meetings and check-ins with stakeholders.
- Identified potential risks associated with implementing changes and developed mitigation strategies.
- Provided guidance on how best to handle resistance or pushback from stakeholders regarding proposed changes.
- Provided coaching and training sessions on how to effectively manage change within the organization.
- Ensures Change status, progress and issues are communicated to the appropriate groups.
- Audits and manages the process lifecycle and reports to upper management
- Schedule Urgent CAB/XCAB meeting when necessary
Business Analyst
CVS
Greensboro, NC
02.2016 - Current
- Analyzed businesses to determine financial impact of potential investments to support risk assessment.
- Identified bottlenecks in processes and implemented new and improved procedures and policies to ease friction and improve efficiency.
- Manipulated data using pivot tables, pivot charts and macros in Excel.
- Identified and analyzed business strategy implications for growing companies to increase longevity.
- Performed root cause analysis of data to develop counter-strategy and improve performance.
- Optimized management roles at all levels, facilitated communication and adjusted culture to be more open and productive.
- Reduced organizational operating costs by streamlining processes.
Education
High School Diploma -
West Forsyth High School
Clemmons, NC06.1990
Skills
- Forecasting and planning
- Business process improvement
- Requirements gathering
- Project Management
- Product management
- User acceptance testing
- Excellent written and verbal communication
- Service Now
Timeline
Manager Service Management
CVS Pharmacy
01.2023 - Current
Sr Analyst, IT Cust Serv/Sup
CVS Pharmacy
04.2021 - 01.2023
Business Analyst
CVS
02.2016 - Current
High School Diploma -
West Forsyth High School