Vanessa Pacheco R.N
Homestead
Summary
Resourceful Senior Operations Manager offering history of success coordinating, implementing and monitoring high volume operations across supplemental healthcare product lines. Effective leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Highly committed with hardworking mentality to maintain quality of services and excellent member experience.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Senior Operations Contact Center Manager
Alivi
03.2023 - Current
- Achieved a 97% Net Promoter Score for a 2.4 million diverse healtcare membership.
- Managed over 300 employees in various departments including enterprise Contact Center, Member Services, Training, Quality Assurance and Account Management. Collaborated in the expansion of the business by 600% in 3 years, through implementation of new product lines.
- Enhanced quality assurance measures to ensure adherence to industry standards and best practices in customer service delivery.
- Streamlined workflow processes to maximize efficiency within the contact center operations.
- Obtained 100% audit compliance and greater than 96% secret shopper results per quarter since onboarding in 2022.
- Lead cost reduction initiatives by automating Contact Center IVA processes.
- Reached target KPIs consistently by closely monitoring agent performance, providing ongoing coaching, and addressing any gaps in knowledge or skill sets.
- Lead the Company Employee Engagement Committee, responsible for creating a positive company culture. Minimizing voluntary attrition by 36% with 5 months.
- Managed onshore and offshore BPO relations.
Contact Center and Member Services Manager
Alivi
03.2024 - Current
- Managed relations with third party BPO,
- Analyzed trends and volume projections to adequately staff the Contact Center.
- Increased productivity efficiencies while simultaneously reducing administrative cost.
- Verified fulfillment of contract requirements, developed internal relationships with various teams and coordinated performance.
- Established and monitored team members' performance against established goals.
- Created organized filing system to manage department documents.
- Lead a multi department executive task force responsible for revamping recruitment and training to reduce attrition by 25%.
Contact Center Supervisor
ALIVI
11.2021 - 09.2022
- Directed, guided, coached and mentored team of 25 agents and 3 Team Leads.
- Contact Center serviced minimum 50,000 calls per month for eight (9) campaigns.
- Ensured to investigate possible areas of opportunities within the Contact Center and prepared a plan of action to ensure productivity compliance.
- Established and oversaw performance targets for call center associates.
- Communicated best practices among on-site and external personnel to align efforts and goals.
- Conducted performance reviews for staff members to reduce resolution times and improve customer satisfaction ratings.
- Created clear and effective policies governing all aspects of employee work and interaction with customers.
- Managed daily activities that impacted targeted service levels and tracked adherence to schedules and average handle times.
- Recruitment and onboarding of Contact Center Team Leads and Customer Service Representatives.
Call Center- Associate Manager (Cosentyx)
IQVIA- OPUS Health
01.2020 - 10.2021
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
- Responded to customer requests for products, services and company information.
- Established and oversaw performance targets for call center associates.
- Developed quality employees within call center to take over leadership positions.
- Conducted performance reviews for Program Support Representatives to reduce resolution times and improve customer satisfaction ratings.
- Determined quality assurance benchmarks and set standards for improvement.
- Established relationships and touch points with clients to promote retention.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Reduced personnel turnover by developing and implementing performance evaluations to support corrective action planning.
Senior Member Service Specialist
Aetna Better Health (CVS- Caremark)
04.2018 - 01.2020
- Helped a minimum of 96 members every day by approaching conversations with positive attitude and focus on customer satisfaction.
- Successfully handled high volume of inbound calls.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Continuously surpassed customer service standards while ensuring compliance with call volume objectives.
- Asked fact-finding questions to determine customer needs and expectations and recommended specific solutions.
- Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations.
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
- Engaged in continuous learning and development opportunities to promote continued performance improvement.
Pharmacy Executive Assistant
Fis Care Pharmacy Inc (Long Term Care Specialty Pharmacy)
02.2013 - 04.2018
- Reconstituted medications accurately and repackaged from bulk to vial, bingo or unit dose packaging.
- Effectively processed faxes to doctors and insurance companies to complete prior authorization in a timely manner.
- Transcribed, inputted, billed, and dispensed incoming prescriptions in a timely manner while preventing medical errors.
- Maintained Inventory and regularly checked for expired medications.
- Extensive experience working with Pharmaceutical distributors like HD Smith, Anda And Smart Source.
- Coordinated the pharmacy staff schedule and assisted with personnel monitoring and performance evaluations.
- Complied with all federal laws, company policies and procedures and state regulations regarding intern, technician and assistant training and licensure.
- Coached new employees on administrative procedures, company policies and performance standards.
Pharmacy Technician Instructor
Everest Institute
01.2008 - 02.2013
- Maintained excellent attrition and retention of enrolled students. Increased student placement and PTCB certification by 54%.
- Educated future Pharmacy Technicians in subjects including Anatomy and Physiology, Pharmacology, Medical terminology, Pharmaceutical Calculations, Aseptic technique, Sterile and non-Sterile compounding, IV Preparation, Computer literacy and Pharmacy software.
- Created weekly exams, study guides, quizzes, handouts and lecture presentations.
- Registered students with the Board of Pharmacy to complete licensing procedure.
- Lead ASHP accreditation procedure. Completed all documentation and Audit requirements. Making Everest one of the first technical colleges in South Florida to become ASHP accredited.
- Maintained excellent classroom management.
- Created and offered a specialized curriculum to prepare students of the Pharmacy Technician Certification examination.
Education
Associate of Science - Nursing
Fortis College
Cutler Bay03.2024
Associate of Arts - Pharmacy Technician
Everest Institute
Miami2007
Skills
- Call center experience
- Experienced with Five9 and Cisco Unity
- 50 WPM
- Bilingual: English and Spanish
- Experienced with Language service agencies
- Motivational Leadership
- Confidentiality and HIPAA, OSHA
- CPR and First responder
- High-volume call centers
Certification
- DOH Board of Pharmacy license number RPT34004 Exp date: 12/31/2020
- Pharmacy Technician Certification # 4201-0107-1255-281 04/2024
- Registered Nurse, Graduated March 2024.
- CPR certification
Accomplishments
- Completed world renowned Crestcom's Bullet Proof® Manager (BPM) leadership development program.
- Established the first "Dispensing Practitioner Pharmacies" in the South Florida region.
- Established Everest Institute as first South Florida technical college to be ASHP accredited.
Timeline
Contact Center and Member Services Manager
Alivi
03.2024 - Current
Senior Operations Contact Center Manager
Alivi
03.2023 - Current
Contact Center Supervisor
ALIVI
11.2021 - 09.2022
Call Center- Associate Manager (Cosentyx)
IQVIA- OPUS Health
01.2020 - 10.2021
Senior Member Service Specialist
Aetna Better Health (CVS- Caremark)
04.2018 - 01.2020
Pharmacy Executive Assistant
Fis Care Pharmacy Inc (Long Term Care Specialty Pharmacy)
02.2013 - 04.2018
Pharmacy Technician Instructor
Everest Institute
01.2008 - 02.2013
Associate of Science - Nursing
Fortis College
Associate of Arts - Pharmacy Technician
Everest Institute
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