Summary
Overview
Work History
Education
Skills
Certification
References
References
Timeline
Generic

Nyieka Williams

Piscataway

Summary

Dynamic operations leader with extensive experience at ConnectiveRx, driving operational efficiency and enhancing customer satisfaction. Proven track record in budget management and team leadership, successfully implementing strategies that improved productivity and compliance. Adept at cross-functional collaboration, fostering strong relationships with stakeholders to achieve organizational goals.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Senior Manager, Operations

ConnectiveRx
Whippany
04.2022 - Current
  • Company Overview: Previously Xerox-TMS Health
  • Conducts medical and pharmacy benefit insurance verifications and investigations for commercial and government accounts, Provides reimbursement assistance for commercially insurance patients.
  • Performs administrative duties for the department including phone and application audits, e-mail correspondence, interdepartmental communications and a high volume of phone calls.
  • Provides leadership, guidance and technical assistance in the development of program requirements and expansion.
  • Manages team of 10-15 people.
  • Process payroll, including verification and approval of hours, wages, and leave accounts.
  • Conducts staff trainings and client meetings
  • Works with multiple Pharmaceutical companies
  • Previously Xerox-TMS Health
  • Developed and implemented strategies to improve operational efficiency, reduce costs, and increase productivity.
  • Leadership role in planning annual budgets for each department based on forecasted sales volumes.
  • Established effective communication channels between different departments within the organization.
  • Provided strategic direction to departmental heads regarding resource allocation decisions.
  • Participated in recruitment initiatives by interviewing potential candidates and selecting suitable hires.
  • Managed a team of 10+ employees by providing guidance, setting goals and objectives, delegating tasks, and monitoring performance.
  • Identified areas of improvement within existing operations through process analysis and benchmarking studies.
  • Regularly evaluated customer satisfaction levels by surveying customer base and analyzing results.
  • Conducted regular performance appraisals for direct reports to provide feedback on their work performance.
  • Ensured compliance with applicable laws, regulations, policies, and procedures across all business units.
  • Developed long-term relationships with key stakeholders including customers, suppliers, regulatory bodies.
  • Directed cross-functional teams in developing innovative solutions to complex problems.
  • Led cross-functional teams to achieve project milestones, ensuring collaboration and efficiency.
  • Reported to executive leadership on performance metrics, challenges, and strategic opportunities.
  • Implemented process improvements to increase operational efficiency and reduce costs.
  • Guided change management initiatives to ensure smooth adoption of new business practices.
  • Organized team activities to build camaraderie and foster pleasant workplace culture.

Manager of Operations

ConnectiveRx
Whippany
04.2018 - 04.2022
  • Company Overview: Previously Xerox-TMS Health
  • Handling of e-mail correspondence and phone calls.
  • New patient intake; processing returns; obtaining patient records from pharmacies; and composing coaching e-mails to other specialists.
  • Identification of patient issues, trends, and concerns to collaborate with my team to determine an effective solution.
  • Patient follow-up to ensure any problems and/or concerns are addressed and resolved.
  • Previously Xerox-TMS Health
  • Ensured compliance with industry regulations and company policies.
  • Provided leadership during times of organizational change or crisis situations.
  • Created monthly reports for senior management summarizing operational performance metrics.
  • Developed and implemented strategies to increase customer satisfaction and loyalty.
  • Established processes to ensure efficient workflow throughout the organization.
  • Managed vendor relationships by negotiating contracts and ensuring timely delivery of goods and services.
  • Oversaw daily operations, maintaining efficiency and quality standards.
  • Managed risk by developing and implementing effective risk management strategies.
  • Conducted performance evaluations, providing feedback and coaching for team development.
  • Established and monitored KPIs to evaluate performance and identify areas for improvement.
  • Developed and implemented strategic plans to achieve company objectives.
  • Implemented process improvements, resultingin an increase in operational efficiency.
  • Streamlined communication channels, improving information flow and decision-making speed.
  • Enhanced team morale and retention through recognition programs and career development opportunities.
  • Resolved customer complaints and issues promptly, maintaining a positive brand image.
  • Coordinated cross-departmental projects to ensure timely and successful completion.
  • Led a team of XX employees, ensuring high productivity and excellent customer service.

Supervisor of Operations

ConnectiveRx
Whippany
10.2015 - 04.2018
  • Company Overview: Previously Xerox-TMS Health
  • Provides assistance to new and enrolled patients
  • Works in conjunction with client partner to ensure company goals are met in a timely manner
  • Conducts medical and pharmacy benefit insurance verifications and investigations for commercial and government accounts
  • Previously Xerox-TMS Health
  • Collaborated with senior leadership on strategic initiatives related to operations.
  • Maintained accurate records for tracking progress and performance of team members.
  • Evaluated existing processes regularly for potential optimization opportunities.
  • Analyzed data to identify trends in customer needs, product demand or operational efficiency opportunities.
  • Participated in industry-related events and conferences to stay abreast of the latest developments.
  • Prepared reports summarizing key metrics, such as customer satisfaction scores, cost savings achieved.
  • Developed and implemented policies and procedures for efficient workflow.
  • Monitored employee productivity levels to identify areas for improvement or additional resources needed.
  • Resolved customer complaints in a timely manner while maintaining high customer satisfaction ratings.
  • Coordinated with other departments to ensure smooth flow of work processes and communication.
  • Provided training and guidance to team members on operational procedures and best practices.
  • Oversaw daily operations of the department, including personnel management, budgeting and scheduling.

PATIENT ACCESS SPECIALIST

Conduent
Somerset
03.2014 - 11.2014
  • Company Overview: Previously Xerox-TMS Health
  • Handling of inbound/outbound phone calls for multiple patient assistance programs to ensure program compliance with one call.
  • Application Processing
  • Previously Xerox-TMS Health

Education

Diploma - General Education

Westover High School
Albany, GA
06-1994

Some College (No Degree) -

Howard University
Washington, DC

Skills

  • Operational efficiency
  • Project management
  • Team leadership
  • Budget management
  • Regulatory compliance
  • Customer service
  • Cross-functional collaboration
  • Cross-functional communication
  • Operations planning
  • Talent development
  • Cross-functional team coordination

Certification

Pharmacy Technician License

References

Available upon request.

References

References available upon request.

Timeline

Senior Manager, Operations

ConnectiveRx
04.2022 - Current

Manager of Operations

ConnectiveRx
04.2018 - 04.2022

Supervisor of Operations

ConnectiveRx
10.2015 - 04.2018

PATIENT ACCESS SPECIALIST

Conduent
03.2014 - 11.2014

Diploma - General Education

Westover High School

Some College (No Degree) -

Howard University

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