Therese Romig
Maxatawny,PA
Summary
Motivational leader with over 43 years of customer service experience and a deep understanding of strategic business planning and development. Strengths include strong leadership, effective communication skills, decision making abilities, and problem-solving capabilities. Have consistently delivered results in previous roles by driving operational efficiency, enhancing team productivity, and implementing innovative management strategies.
Overview
44
44
years of professional experience
Work History
Workforce Planning Senior Manager
The Trevor Project Inc
Remote, PA
04.2022 - Current
- Analyze and report on scheduling and staffing trends to provide overall coverage improvement recommendations to leadership.
- Coordinate daily adjustments, cancellations, and unexpected events.
- Use staffing requirements and contact center schedules to determine required staffing levels to ensure meeting operational goals.
- Ensured well-being of both counselors and youths during support calls.
- Functioned as primary interface between WFM and senior management.
- Established and maintained relationships with key stakeholders to support business objectives.
Manager of Operations
Optum, UnitedHealth Group
Fogelsville, PA
07.2021 - 04.2022
- Implemented strict adherence to organizational standards regarding performance, quality, and HIPAA regulations.
- Oversaw financial management, budget management, accounting and payroll activities.
- Guided employees on understanding and meeting changing customer needs and expectations.
- Conducted regular audits of employee performance and provided feedback on areas of improvement.
- Developed and implemented operational policies and procedures to improve efficiency.
Operations Manager
Optum Global Services
Fogelsville, PA
06.2020 - 07.2021
- Managed the onboarding process for personnel focusing on essential skills during critical pandemic operations.
- Cultivated a culture centered on trust and teamwork.
- Managed a team of 150 employees, overseeing daily test and trace activities.
Manager
AARP Services
Fort Washington, PA
07.1981 - 06.2020
- Skilled in developing operations programs.
- Assessed effectiveness of operational programs.
- Cultivated a diverse and inclusive workplace environment.
- Ensured compliance with corporate standards.
- Enhanced operational efficiency, quality, and performance.
Education
High School Diploma -
Bishop McDevitt
Wyncote, PA06-1981
Skills
- Cross-functional team leadership
- Effective Decision Making
- Customer Service Leadership
- Employee Scheduling
- Proactive Problem Solving
- Goal-Oriented Focus
- Time-Sensitive Task Coordination
- Organizational Proficiency
- Client Relationship Management
- Workflow optimization
References
References available upon request.
Timeline
Workforce Planning Senior Manager
The Trevor Project Inc
04.2022 - Current
Manager of Operations
Optum, UnitedHealth Group
07.2021 - 04.2022
Operations Manager
Optum Global Services
06.2020 - 07.2021
Manager
AARP Services
07.1981 - 06.2020
High School Diploma -
Bishop McDevitt
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