Paul McManus
Troy,NY
Summary
Dynamic operations supervisor with a proven track record at Magellan Health, excelling in SLA adherence and project management. Expert in team leadership and process improvement, using Six Sigma methodologies, driving efficiency and customer satisfaction. Successfully implemented an online application portal, enhancing enrollment programs and resolving client inquiries with precision.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Supervisor Operations
Magellan Health/Prime Therapeutics LLC
Albany, NY
12.2013 - Current
- Managed Call Center SLAs in accordance with NYSDOH contracts.
- Oversaw implementation of online application portal and integration of enrollment programs with PRIME Therapeutics.
- Supervised Enrollment Department while supporting outreach team with scheduling tasks.
- Led customer care associates, conducted interviews for new applicants, and documented new procedures.
- Collaborated directly with NYSDOH to address and resolve client inquiries.
Inventory Specialist
Habanna Premium Cigar Shoppe
Albany, NY
10.2012 - 05.2013
- Monitored stock levels to ensure availability of products.
- Responded promptly to customer inquiries regarding product availability.
- Analyzed sales trends to anticipate future needs and adjust inventory accordingly.
Customer Service Representative
Superior/ ACS
Albany, NY
02.2011 - 09.2012
- Answered customer inquiries and provided accurate information regarding customer accounts.
- Resolved customer complaints promptly and efficiently.
- Answered customer inquiries via phone, email, and chat.
General Manager
Aarons Sale and Lease
Plymouth, MA
04.2008 - 07.2010
- Prepared detailed reports for senior leadership outlining key performance metrics related to operational success.
- Identified areas of improvement in current business practices and collaborated with other departments to develop action plans for implementation.
- Performed routine audits of internal controls in order to maintain accuracy of financial records.
- Developed and implemented operational strategies to improve efficiency, reduce costs, and maximize customer satisfaction.
- Led two store locations, overseeing profit & loss, inventory, sales, and collections.
- • Managed marketing strategies and supervised a team of 12 employees.
• Focused on improving customer accounts and facilitating ownership of merchandise.
Education
Bachelor of Science - Business Administration
Massachusetts College of Liberal Arts
North Adams, MA08-2007
Skills
- Call center management
- SLA adherence
- Project management
- Regulatory compliance
- Team leadership
- Data analysis
- Inventory management
- Employee training
- Performance reporting
- Process improvement (Six Sigma Green Belt)
- Waste reduction
- Staff management
- Customer service
Certification
- Six Sigma Green Belt
Timeline
Supervisor Operations
Magellan Health/Prime Therapeutics LLC
12.2013 - Current
Inventory Specialist
Habanna Premium Cigar Shoppe
10.2012 - 05.2013
Customer Service Representative
Superior/ ACS
02.2011 - 09.2012
General Manager
Aarons Sale and Lease
04.2008 - 07.2010
Bachelor of Science - Business Administration
Massachusetts College of Liberal Arts
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