Stephanie Pickard
Olathe,Kansas
Overview
17
17
years of professional experience
2
2
years of post-secondary education
Work History
Occupational Health Manager
ABBOTT LABORATORIES
Kansas City, Missouri
01.2019 - 01.2024
- Led and mentored a team of 2–3 supervisors overseeing up to 20 direct reports each, conducting weekly training sessions to reinforce support, skill development, and achievement of key performance indicators.
- Championed comprehensive training initiatives to elevate team members’ ability to deliver world-class customer service consistently.
- Partnered with executive leaders, clinic teams, and national accounts to evaluate and implement new or customized services, ensuring feasibility and profitability.
- Optimized contract management in collaboration with contracting teams, enhancing operational efficiency and client satisfaction through effective negotiation and follow-up strategies.
- Utilized sales management and account management skills when holding sales calls with new and existing clients to sell Occupational Health Services (OHS), increasing client satisfaction, procurement as well as company profit.
- Managed complex national account clients regarding OHS program questions, issues or concerns, ensuring client retention.
- Created and scheduled quarterly OHS team meetings to review performance, discuss upcoming initiatives, and recognize success on team and individual levels.
- Created incentive and coaching plan that resulted in 40% increase in production for team overall.
- Developed automated processes for noting events, calculating KPI and other various reports and saving thousands per month in money spent in FTE hours. Reduced backlog and turnaround times, and increased client satisfaction.
Senior Supervisor
QUEST DIAGNOSTICS / EXAM ONE
Lee’s Summit, Missouri
01.2013 - 01.2019
- Led team of four supervisors, each overseeing up to 40 direct reports, holding weekly teaching sessions to ensure team members felt supported and met the acceptable Key Performance Indicators for their role.
- Ensured each team member was adequately trained on consistently delivering exceptional customer service and exceeded operational standards.
- Worked on several project teams utilizing project management skills as well as change management skills, including asset refresh, reducing attrition, incentive contests, and employee engagement.
- Traveled to St Louis, San Diego, and Sedalia, Missouri, to assist with training and development of new call center, generating thousands more per month in Gross Margin Index.
- Created incentive plan utilizing budgeting skills and new employee scorecard that resulted in decreased new-hire attrition by 20%, therefore decreasing lost revenue and improving service levels.
- Performed HR training to 350 staff and management, increasing employee morale and knowledge and decreasing risk to company.
- Recognized as single-handedly responsible for annual employee appreciation week. Coordinated events that led to increased morale and decreased attrition.
Human Resources Director
MCCARTHY CHEVROLET
Olathe, Kansas
01.2013
- Managed human resource responsibilities, including interviewing, new-hire orientation, and paperwork, implementing and ensuring proper employee conduct.
- Completed payroll for 350 employees.
- Ensured employees were paid on time, which included organization of tax withholding, child support withdrawals, and garnishments.
- Conducted training with all employees on HR policy and benefits, increasing employee morale and reducing risk.
- Held disciplinary discussions with employees not adhering to policy, reducing risk.
Personal Banker
BMO HARRIS BANK
Leawood, Kansas
01.2012 - 01.2013
- Ensured customer requirements were achieved by conducting thorough financial needs assessment and offering most appropriate products and services to fulfill immediate and future financial needs.
- Generated leads and built new and maintained existing customer relationships, resulting in outcomes that defined great customer experience.
- Worked with prospective and existing customers to assess potential overall banking needs, increasing sales, profit, and customer satisfaction.
- Identified and sold or referred appropriate banking products based on strategic analysis of customer financial needs after conducting in-depth customer needs assessment.
Call Center Manager
US BANK
Overland Park, Kansas
01.2010 - 01.2012
- Managed team of up to 40 personal bankers, ensuring compliance, quality, production, and sales goals were met and exceeded.
- Motivated, coached, and developed employees.
- Recognized as instrumental in helping to open Kansas 24-hour customer service call center.
- Aided in interviewing on site and attending job fairs.
- Partnered with HR and call center director to implement team huddles and metric boards that increased production by 30% and quality results by 20%.
- Oversaw monthly center-wide recognition program, resulting in improved employee morale.
- Completed minimum four quality reviews and one one-on-one monthly review with each employee.
Call Center Manager
HOOPER HOLMES
Olathe, Kansas
01.2007 - 01.2009
- Managed team of up to 30 tele-underwriters performing all aspects of employee supervision, including employee motivation, coaching and development, hiring, and disciplinary action.
- Partnered with call center manager to create “spin the wheel” recognition program, increasing profit and employee morale.
- Held side-by-side meetings with low performers to assist in quality and production scores.
- Facilitated frequent meetings with clients to ensure client satisfaction and planned for staffing needs.
Summary
Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.
Education
Associate of Arts - Merchandising
Johnson County Community College
Overland Park, KS 09.2003 - 05.2005
Skills
Effective communication
Health and safety regulations
Policy and procedure implementation
Environmental management
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Occupational Health Manager
ABBOTT LABORATORIES
01.2019 - 01.2024
Senior Supervisor
QUEST DIAGNOSTICS / EXAM ONE
01.2013 - 01.2019
Human Resources Director
MCCARTHY CHEVROLET
01.2013
Personal Banker
BMO HARRIS BANK
01.2012 - 01.2013
Call Center Manager
US BANK
01.2010 - 01.2012
Call Center Manager
HOOPER HOLMES
01.2007 - 01.2009
Associate of Arts - Merchandising
Johnson County Community College
09.2003 - 05.2005
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