Michele Garrett
Las Vegas,NV
Summary
Experienced operations expert at BioPlus Specialty Pharmacy, specializing in process improvement and customer service recovery. Improved workflow efficiency and coached teams to enhance performance, service quality, and morale. Skilled in conflict resolution and operational training.
Overview
13
13
years of professional experience
Work History
On-Site Operations Expert
Bioplus Specialty Pharmacy
Las Vegas, NV
09.2024 - Current
- Provide high-level support during managerial transition by conducting the team’s one-on-ones, coaching sessions, and team meetings.
- Managed patient service recovery by assessing complaints, proposing solutions, and ensuring follow-up for satisfactory resolutions.
- Conducted post-call survey audits on 20% of manager’s surveys to identify low-scoring calls and recommend improvements.
- Analyzed workflow processes to pinpoint inefficiencies and proposed strategies for departmental enhancement.
- Review escalated matters to determine and implement effective resolutions.
- Assessed and enhanced PCA performance by providing coaching based on call audit insights, and developing metric improvement plans.
- Communicated updated workflow information via meetings, chat, and emails to ensure team awareness.
- Provide guidance during new hire training, nesting, and call shadowing.
- Conduct refresher training sessions on workflow processes and best practices.
- Facilitate PCA training concerning transitions back to work after extended leaves, with updates on changes and new procedures to ease their reintegration into production.
- Managed communications for PCA Announcement & Engagement Team by crafting engaging content to boost team morale.
Operations Expert
BioPlus Specialty Pharmacy
Las Vegas, Nevada
04.2024 - 09.2024
- Guided daily workflow processes for PCAs through pod chats and meetings.
- Resolved customer issues via escalation calls to maintain service quality.
- Delivered operational training sessions that enhanced associate skills and knowledge.
- Supported associates with technical inquiries to improve problem-solving efficiency.
- Addressed inventory questions to prevent operational disruptions.
- Evaluated department procedures for accuracy, ensuring compliance with current standards.
- Collaborated with training department to verify comprehensiveness and accuracy of policies and procedures.
Pharmacy Customer Associate
Bioplus Specialty Pharmacy
Las Vegas, NV
10.2023 - 04.2024
- Verified patient eligibility and benefits to schedule timely prescription deliveries.
- Facilitated communication between physicians, patients, pharmacists, and administrators for operational efficiency.
- Managed patient payments.
- Maintained calm demeanor to effectively de-escalate upset callers.
- Supported management on special projects, ensuring compliance with prescription schedules.
- Mentored new hires in floor support roles, reinforcing comprehension of company policies.
Administrator
Garrett Venture Group
Clarksville, TN
03.2013 - 03.2023
- Responded to incoming calls and email correspondence promptly.
- Screened applications for new hires to identify qualified candidates.
- Collaborated with management, new hires, and clients to address company needs.
- Organized client meetings to facilitate communication and project updates.
Technical Support Specialist
AO Smith
Ashland City, TN
02.2016 - 12.2018
- Managed incoming calls and emails regarding residential water heater inquiries.
- Established accounts by accurately inputting customer information into systems.
- Identified customer issues and provided step-by-step solutions for functionality restoration.
- Researched part availability and processed orders efficiently.
- Reviewed proof of purchase documents for warranty claims assessment.
Customer Service Representative
Pompeii Plumbing and Heating
Avon, OH
07.2013 - 08.2015
- Answered inbound calls and emails to address customer inquiries and concerns.
- Developed customer relationships, fostering repeat business.
- Educated customers on sales, maintenance, troubleshooting of plumbing fixtures, and heating/cooling equipment.
- Maintained business outlook spreadsheets to forecast daily operations.
- Dispatched technicians with necessary information for upcoming appointments.
- Processed invoices and paperwork to support Accounts Receivables.
- Resolved customer issues with knowledgeable service to promote satisfaction.
Education
Associate's degree - Liberal Arts
AUSTIN PEAY STATE UNIVERSITY
Clarksville05-2010
High School Diploma -
Northeast High School
Clarksville05-2002
Skills
- Process improvement
- Customer service recovery
- Operational training
- Workflow analysis
- Performance coaching
- Conflict resolution
Timeline
On-Site Operations Expert
Bioplus Specialty Pharmacy
09.2024 - Current
Operations Expert
BioPlus Specialty Pharmacy
04.2024 - 09.2024
Pharmacy Customer Associate
Bioplus Specialty Pharmacy
10.2023 - 04.2024
Technical Support Specialist
AO Smith
02.2016 - 12.2018
Customer Service Representative
Pompeii Plumbing and Heating
07.2013 - 08.2015
Administrator
Garrett Venture Group
03.2013 - 03.2023
Associate's degree - Liberal Arts
AUSTIN PEAY STATE UNIVERSITY
High School Diploma -
Northeast High School