Summary
Overview
Work History
Education
Skills
Websites
Timeline
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Michelle Walker

Winter Garden,FL

Summary

Results-driven Customer Support & Operations Leader with over ten years of experience in optimizing service operations across healthcare, technology, and insurance sectors. Expertise in streamlining processes and effectively managing escalations, leading to enhanced customer satisfaction and operational efficiency. Proven track record of guiding teams and applying data-driven strategies to achieve measurable results in fast-paced environments. Committed to leveraging extensive experience to advance customer support functions and drive operational excellence.

Overview

21
21
years of professional experience

Work History

VAD Equipment/Customer Service Call Center Supervisor

Abbott
Orlando, FL
07.2024 - Current
  • Manage team responsible for shipping VAD equipment and driveline supplies to clinics and patients, ensuring efficient inventory management.
  • Lead team expansion, doubling operational capacity within 10 months to meet demand.
  • Implement change management strategies, optimizing workflows to enhance service efficiency.
  • Utilize Salesforce for data interpretation, process improvement, and KPI tracking.
  • Establish metrics for response times, SLA adherence, CSAT scores, and case volume trends.

Candidate Experience Manager

Checkr, Inc.
San Francisco, CA
11.2021 - 06.2024
  • Oversaw background check processes that automate and accelerate professional screening in financial services and software sectors.
  • Collaborated with BPO teams and Workforce Management (WFM) to optimize resources and maintain SLA compliance.
  • Led Voice of the Candidate (VoC) initiatives, improving background check workflows through real-time feedback.
  • Provided mentorship, driving a 4% improvement in quality scores among support specialists.
  • Supported the rollout of AI-powered chatbots, live chat, and SMS support, reducing resolution time by 15% and enhancing self-service capabilities.

Manager, Patient Care Services

BioPlus
Altamonte Springs, FL - Florida
01.2021 - 11.2021
  • Managed specialty pharmacy operations, scaling the team by 25% while ensuring compliance and service quality.
  • Implemented customer-centric leadership training, increasing CSAT and productivity by 10%.
  • Led cross-functional collaboration with sales teams to ensure seamless stakeholder engagement.

Call Center Operations Manager

The Villages LLC
The Villages, FL
01.2020 - 01.2021
  • Oversaw centralized call center operations, improving efficiency and exceeding SLA benchmarks by 5%.
  • Leveraged analytics-driven decision-making to optimize resource allocation and enhance CSAT scores.
  • Introduced performance scorecards and call recording analysis, refining training and coaching initiatives.

Pharmacy Operations Manager

CVS HEALTH CORPORATION
Orlando, FL - Florida
01.2004 - 01.2020
  • Implemented process improvements in large-scale pharmacy operations, managing a team of more than 50 representatives.
  • Developed call center programs using Tableau and Power BI, reducing inbound call volume by 10% through automation.
  • Reduced average wait times by streamlining payment procedures.

Education

MBA - Business Administration And Management

Nova Southeastern University
Davie, FL
05-2010

Skills

  • Inventory oversight
  • Experience with Salesforce CRM tools
  • Data interpretation
  • Data-driven KPI assessment
  • Organizational change management
  • Workflow optimization expertise
  • Employee development coaching
  • Project management

Timeline

VAD Equipment/Customer Service Call Center Supervisor

Abbott
07.2024 - Current

Candidate Experience Manager

Checkr, Inc.
11.2021 - 06.2024

Manager, Patient Care Services

BioPlus
01.2021 - 11.2021

Call Center Operations Manager

The Villages LLC
01.2020 - 01.2021

Pharmacy Operations Manager

CVS HEALTH CORPORATION
01.2004 - 01.2020

MBA - Business Administration And Management

Nova Southeastern University

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Michelle Walker