Summary
Overview
Work History
Education
Skills
Soft Skills
References
Timeline
Generic

Mereane Viliamu

Henderson,NV

Summary

Dynamic professional with extensive experience at NYU Langone, excelling in operational efficiency and team leadership. Proven track record in Salesforce and EPIC implementations, enhancing productivity and fostering collaboration. Adept at mentoring teams, driving performance metrics, and optimizing workflows, resulting in significant improvements in service delivery and employee engagement.

Overview

10
10
years of professional experience

Work History

Assistant Access Center Manager

NYU Langone
Henderson, NV
09.2023 - Current
  • Established structured advancement processes to promote workforce equity and ensure career progression within the call center
  • Designed and implemented a detailed onboarding program tailored to the needs of new supervisors and team leads
  • Streamlined new hire transitions from classroom training to practical application, ensuring consistency across the department
  • Led a team of Supervisors and frontline team members, managing performance, process improvements, staffing, and ongoing training to maintain operational efficiency and high service standards

Supervisor, Patient Access Center

NYU Langone
Henderson, NV
12.2022 - 09.2023
  • Supervised a 15-member team, improving workflow and system navigation through mentorship and skill development
  • Implemented operational policies to maximize workflow efficiency and accuracy while maintaining detailed performance documentation
  • Managed training teams across multiple locations (Las Vegas and Dallas), ensuring consistent, high-quality performance and training delivery
  • Fostered strong relationships with stakeholders, bridging communication gaps between the practice and contact center teams while leading operational efficiency initiatives

Senior Manager

Pacific Dental Services
Henderson, NV
12.2020 - 10.2022
  • Led and mentored a team of 10+ leaders, setting clear goals, delegating tasks, and ensuring consistent achievement of operational and customer service objectives
  • Spearheaded the development of new hire training materials and continuous learning programs, ensuring up-to-date knowledge and best practices for both new and tenured team members
  • Coordinated cross-functional teams to successfully launch solutions, such as the "Book It" feature in EPIC, and contributed to UAT for Salesforce and EPIC software upgrades
  • Built and maintained strong relationships with key stakeholders, including customers, suppliers, and regulatory bodies, while providing detailed reports on project progress for senior management

Manager

Pacific Dental Services
Henderson, NV
08.2019 - 10.2022
  • Led the department-wide implementation of EPIC systems, achieving the successful deployment of 500+ practices within two years, and revamped training materials to support system adoption
  • Managed and developed a team of 10+ Supervisors, focusing on leadership growth, performance-based skills, and operational efficiency across multiple locations
  • Coordinated with senior leadership to optimize call center operations, resource allocation, and achieve both customer service and business objectives
  • Conducted regular performance reviews, coaching sessions, and ensured high employee engagement while maintaining service excellence and meeting operational goals

Supervisor

Pacific Dental Services
Henderson, NV
12.2016 - 08.2019
  • Developed and implemented customized training resources for Outbound and Inbound initiatives, reducing onboarding time and enhancing team productivity, while leading the transition of a 200-person team to the RingCentral platform
  • Managed a team of trainers across multiple locations, ensuring consistency in training delivery and content, while driving initiatives that improved operational efficiency and service quality
  • Built strong relationships with stakeholders, facilitating feedback exchanges, coordinating team-building initiatives, and regularly evaluating employee performance to boost morale and motivation

Contact Center Representative | Team Lead

Pacific Dental Services
Irvine, CA
12.2014 - 12.2016
  • Delivered exceptional service to customers across multiple communication channels (phone, email, chat), resolving inquiries and issues in a timely manner while maintaining high customer satisfaction ratings
  • Acted as lead contact center agent, providing guidance and support to team members, ensuring high standards of customer service, and meeting individual and team goals
  • Supported senior management in developing strategies to enhance team efficiency, customer satisfaction, and overall operational performance

Education

Bachelor of Arts - Business Administration And Management

Brigham Young University - Idaho
Rexburg, ID
10-2025

High School Diploma -

Edison High School
Huntington Beach, CA

Skills

  • Call Center Management
  • Data Analysis (Tableau, Verint, Salesforce)
  • EPIC, NextGen, QSI, Salesforce
  • Training & Development (Canva, Microsoft Office)
  • Scheduling & Resource Management
  • Project Management
  • Telephony Systems (Five9, RingCentral, Cisco, Verint)
  • Workforce Management (Workday, Kronos)

Soft Skills

  • Leadership
  • Conflict Resolution
  • Communication
  • Public Speaking
  • Problem Solving
  • Team Management
  • Adaptability
  • Crucial Conversations

References

References available upon request.

Timeline

Assistant Access Center Manager

NYU Langone
09.2023 - Current

Supervisor, Patient Access Center

NYU Langone
12.2022 - 09.2023

Senior Manager

Pacific Dental Services
12.2020 - 10.2022

Manager

Pacific Dental Services
08.2019 - 10.2022

Supervisor

Pacific Dental Services
12.2016 - 08.2019

Contact Center Representative | Team Lead

Pacific Dental Services
12.2014 - 12.2016

Bachelor of Arts - Business Administration And Management

Brigham Young University - Idaho

High School Diploma -

Edison High School

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Mereane Viliamu