Summary
Overview
Work History
Education
Skills
Education and Training
References
Timeline
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Shayla Henry

Shreveport,LA

Summary

Resourceful Supervisor with a successful track record of resolving critical issues in a time-sensitive environment. Skilled in building and maintaining talented teams, highly organized and committed to continuous improvements. Proven history of motivating staff to achieve targets.

Overview

14
14
years of professional experience

Work History

Supervisor

CVS Caremark
Shreveport, LA
07.2023 - 12.2025
  • Directed and supervised team of 15 employees in daily operations.
  • Developed and implemented operational policies and procedures to ensure efficiency and accuracy of workflows.
  • Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
  • Tracked progress on projects and provided timely feedback to staff members.
  • Resolved customer complaints in a timely manner while ensuring customer satisfaction.
  • Recruited, hired, trained, mentored, coached, evaluated, and terminated staff as necessary.
  • Monitored employee productivity levels on a regular basis to identify areas of improvement.
  • Evaluated employee performance through periodic reviews and documented results accordingly.
  • Created new strategies for improving customer service standards within the organization.
  • Reviewed reports from subordinate staff members before submitting them to senior management.
  • Collaborated with other departments to coordinate workflow processes between teams.
  • Monitored employee productivity to provide constructive feedback and coaching.
  • Addressed and resolved interpersonal conflicts within the team, maintaining a harmonious work environment.
  • Monitored employee attendance, addressing any punctuality or absenteeism issues.

Case Coordinator

CVS Caremark
Shreveport, LA
11.2020 - 07.2023
  • Developed and implemented case plans to meet the needs of clients.
  • Collaborated with other agencies to ensure that client's needs were met in a timely manner.
  • Facilitated group meetings to discuss issues related to the cases being managed.
  • Helped management oversee, motivate, and supervise employees.
  • Reviewed calls and suggested methods for improving service.
  • Provided accurate, valid, and complete information to customers.
  • Resolved customer complaints promptly and professionally.
  • Built sustainable relationships of trust through open communication with customers.
  • Maintained a detailed record of all customer interactions, transactions, comments, and complaints.
  • Followed up on customer inquiries not immediately resolved by providing timely updates on the status of their requests.
  • Ensured compliance with company policies regarding privacy laws and data protection regulations.

Supervisor

CAC Associates
Shreveport, LA
07.2011 - 01.2018
  • Developed and implemented operational policies and procedures to ensure efficiency and accuracy of workflows.
  • Resolved customer complaints in a timely manner while ensuring customer satisfaction.
  • Recruited, hired, trained, mentored, coached, evaluated, and terminated staff as necessary.
  • Created new strategies for improving customer service standards within the organization.
  • Trained new employees on company policies, job duties, and performance expectations.
  • Implemented new operational procedures, increasing efficiency.

Education

Bachelor of Science - Healthcare Administration

University of Phoenix
Phoenix, AZ

Skills

  • Business Development
  • Process Monitoring and Improvement
  • Project Management
  • Complex Problem-Solving
  • Waste Reduction
  • Goal-Oriented
  • Employee Motivation
  • Training and mentoring
  • Data Analytics
  • Operations Management
  • Process Improvement
  • Strategic Planning
  • Subject Matter Expert in Pharmacy Management Operation

Education and Training

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References

References available upon request.

Timeline

Supervisor

CVS Caremark
07.2023 - 12.2025

Case Coordinator

CVS Caremark
11.2020 - 07.2023

Supervisor

CAC Associates
07.2011 - 01.2018

Bachelor of Science - Healthcare Administration

University of Phoenix

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Shayla Henry