Monique Heath

• Provided strong leadership to enhance team productivity and morale.
• Led cross-functional teams of 80 to achieve project milestones and deliver high-quality results.
• Established strong relationships with clients and stakeholders, ensuring long-term partnerships and repeat business.
• Improved team performance by providing comprehensive training and fostering a collaborative work environment.
• Collaborated closely with peers from other departments to drive organizational success jointly as one cohesive unit.
• Reduced costs, optimized resource allocation, and improved efficiency in managing projects.
• Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives.
• Mentored junior staff members for skill development and career progression within the organization.
• Implemented and developed operational standards, policies and procedures.
• Demonstrated exceptional adaptability in navigating complex situations or rapidly changing environments with ease.
• Balanced competing priorities efficiently while maintaining focus on critical tasks requiring immediate attention.
• Conducted performance evaluations, compensations and hiring to maintain appropriate staffing requirements.
• Promoted a culture of continuous learning through regular workshops, seminars, and training sessions for staff.
• Utilized data-driven insights to make informed decisions that resulted in higher returns on investments.

• Review, analyze, and evaluate business procedures and make changes according to company needs
• Collect feedback with the purpose of improvements in service and processes
• Critical judgement skills
• Ensure compliance
• Responsible for cost cutting measures
• Responsible for department budgeting
• Create policy and procedures
• Responsible for creating the standard for the customer experience
• Manage and coach operation managers and customer care supervisors
• Work closely with COO to create and implement better business practices
• Launch multiple call centers via on site and remote locations Manage and onboard implementation of new clients
• Closely work with departmental executives of new clients to ensure company meets client needs
• Closely work with Product and Development Executives to ensure all technology implementations are working effectively and efficiently
• In charge of overall performance of Concierge Operations

Communicated clearly with coworkers to stay on top of operations needs.

• Planned programs of events or schedules of activities.
• Oversaw workforce schedules and allocated resources in order to achieve project goals.
• Interviewed and hired associates to fill staff vacancies.
• Delegated work to staff, setting priorities and goals.
• Trained workers in company procedures or policies.

• Manage operational functions of call center
• Manage and evaluate Key Performance Indicators for call center operations
• Create and implement Standard Operating Procedure
• Manage hiring process and scheduling for call center
• Ensure that all customer care representatives are trained in all operational tasks for Pharmacy operations
• Closely work with Pharmacist Supervisors to ensure that customer care reps and pharmacist reps are working effectively
• Lead meetings to communicate goals and company expectations
• Built strong operational teams to meet process and production demands.
• Trained, mentored and motivated employees to maximize team productivity.
• Developed work plans and schedules for employees to facilitate adequate staffing for service requirements.
• Drove standardized best practices and leveraged support functions to optimize operational performance while meeting goals.
• Engaged employees to create safe, energetic work environment through feedback and recognition.
• Identified areas of deficiency and performed root-cause analysis to solve problems.

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• Manage and coach call center representatives
• Oversee telecommunication functions for multiple locations
• Create and implement Standard Operating Procedure for training
• Manage workflow and customer escalations
• Train call center representatives to manage customer complaints
• Monitor team success
• Facilitated individual coaching sessions with CSRs to realign productivity goals.
• Worked with training team to maintain frontline agent and tier I and II agent product support and certification training initiatives.
• Coached team members on metrics and consumer experience behavior identification to improve satisfaction ratings.
• Retained top talent by authoring and conducting team performance evaluations for corrective action planning.
• Delivered constructive call process feedback.
• Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
• Interfaced with cross-functional support groups to manage daily operations.
• Trained and supervised new employees to promote overall team productivity and consistent service.