Tatiana JEAN

Training & Delivery

• Designed and delivered training presentations for various projects, ensuring clarity and team alignment
• Led end-to-end training for pharmacists and technicians in Transfer-in Phase I & II and the Rite Aid Initiative, covering process training, Salesforce, Genesys, and transfer intake procedures
• Provided transfer-in training for pharmacists as part of the Concierge Pilot, which was expanded company-wide
• Hosted interactive training sessions for the Gamification Extended Pilot, facilitating engagement through live discussions and responding to participant questions to ensure clarity and understanding
• Facilitated 40+ huddles across multiple initiatives, engaging pharmacists, technicians, and leadership
• Coached technicians and pharmacists across multiple initiatives to enhance performance and ensure consistent process adherence
• Developed a comprehensive onboarding deck and co-hosted onboarding sessions covering workflow, feedback, attendance, and team culture for new iLab innovators
• Created training materials, including video demos, job aids, and instructional guides, ensuring clarity and accessibility for participants involved in multiple pilots

Project Leadership & Management

• Led the successful completion of key projects, including Transfer-in Phase I & II, Rite Aid Transfer Initiative, Gamification Extended Pilot, RXI Stress Test, and PowerBi Inventory
• Spearheaded the Transfer-in Rite Aid Initiative, facilitating the transfer of thousands of prescriptions from closing Rite Aid stores, significantly contributing to company success
• Implemented a batching strategy that reduced 10,000+ transfer requests, adopted as a best practice by senior leadership during the Rite Aid initiative
• Coordinated training efforts for 900+ technicians, managing scheduling, attendance tracking, and rescheduling to ensure full participation
• Led meetings to detail project milestones, brainstorm ideas, and determine appropriate techniques for task management
• Presented project updates and strategic ideas to leadership, team members, and stakeholders
• Planned, scheduled, and coordinated project activities to ensure timely completion of key milestones while managing resources effectively
• Provided ongoing support and constructive feedback to team members, fostering continuous improvement
• Developed and refined the prize schedule in collaboration with senior leadership, adjusting based on feedback to optimize participant engagement during the Gamification Extended Pilot
• Created and managed a comprehensive facilitation schedule for iLab team members, ensuring equitable leadership opportunities during the Gamification Extended Pilot

Analytical & Performance Improvement

• Utilized advanced Excel tracking methods to monitor and manage prescription transfers, supporting data accuracy and project efficiency
• Evaluated technician and pharmacist calls using targeted rubrics, identifying opportunities for performance improvements
• Researched and developed strategies to enhance employee productivity, delivering actionable insights that optimized team performance and resource management
• Analyzed project data to assess success and guide future strategies

• Provided excellent customer service to patients, physicians, nurses, and other healthcare professionals in a professional manner
• Adhered strictly to HIPAA regulations related to confidentiality of patient information
• Entered refills for processing at patients' request
• Assisted patients in getting their prescription statuses

• Managed bookings for a high number of reservations per day, ensuring accuracy and efficiency
• Answered phones to assist customers and travel agents in making, altering, or canceling reservations
• Became the number one seller in the reservations department
• Processed credit card payments and completed accurate financial transactions
• Used computer to access information on schedules, rates, and routes to answer customer inquiries

• Conducted detailed reviews of contract documents using Salesforce to ensure accuracy and completeness
• Used Microsoft Excel to input and analyze data
• Performed audits
• Built and activated DIRECTV business accounts
• Issued modifications to current contracts and responded to contractual changes