VERONIQUE MINKOUE
Quincy
Summary
Dynamic and solutions-oriented Program and Operations Leader with advanced competencies in healthcare program oversight, cross-functional collaboration, policy and impact analysis, workflow optimization, and data-driven decision making. Equipped with a Master’s in Applied Economics and 6+ years of progressive experience supporting major departmental initiatives, evaluating operational effectiveness, coordinating multi-stakeholder projects, and ensuring compliance across complex healthcare environments. Recognized for leadership, communication, analytical insight, and ability to resolve issues, manage competing priorities, and guide program activities from planning through execution.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Business Operations Supervisor – Ambulatory Clinics
Tufts Medical Center
02.2024 - Current
- Oversee program operations and performance metrics for a high-volume ambulatory network, ensuring 98% workflow accuracy and timely execution of cross-functional activities.
- Conduct policy and operational impact analyses to identify risks and drive process improvements that reduced bottlenecks by 20%.
- Lead cross-functional meetings, track progress, and ensure 100% closure of deliverables within established timelines.
- Develop operational reports and performance dashboards that improved leadership visibility into key trends and informed strategic decisions.
- Support workflow redesigns and technology implementations, contributing to faster adoption cycles and a 15% increase in process efficiency across supported departments.
- Streamlined operational processes to enhance departmental efficiency and service delivery.
- Mentored junior staff, fostering skill development and promoting teamwork within the department.
- Managed inventory systems, enhancing tracking accuracy and minimizing supply chain disruptions.
- Led training sessions on best practices for operational procedures, improving team performance and accuracy.
- Monitored and tracked project execution of tasks.
Lead Administrative Supervisor – Ambulatory Clinics
Tufts Medical Center
01.2022 - 01.2024
- Collaborated with IT and clinical teams to implement enhanced EMR workflows, improving documentation accuracy and reducing processing time by 15–20%.
- Conducted comprehensive policy and procedure impact assessments and clearly communicated operational implications to stakeholders across multiple departments.
- Led onboarding for 200+ clinicians, residents, and administrative staff annually, ensuring full compliance with organizational standards and a seamless integration into departmental workflows.
- Strengthened audit readiness by maintaining accurate documentation, improving compliance adherence to over 95%, and supporting successful internal and external review processes.
- Oversaw daily administrative operations, ensuring efficient workflow and resource allocation.
- Developed and implemented process improvements, enhancing departmental efficiency and staff productivity.
Administrative Specialist – Ambulatory Clinics
Tufts Medical Center
02.2019 - 01.2022
- In my role as an Administrative Assistant in the Ambulatory Clinics, provided essential operational and clerical support that contributed to efficient daily workflow and high-quality patient care.
- Managed 40–80 patient appointments per week, optimizing scheduling to reduce wait times by 15% and improve provider utilization.
- Maintained 100% accuracy in patient records and documentation, supporting compliance with regulatory standards and ensuring continuity of care. Facilitated communication between providers, patients, and interdisciplinary teams, improving response times and enhancing overall service delivery. Supported billing and insurance processes by verifying coverage, correcting documentation errors, and helping reduce claim denials by 10–12%. Through strong organization, attention to detail, and a patient-centered approach, strengthened clinic operations, increased staff efficiency, and contributed to higher patient satisfaction scores.
- Coordinated administrative operations to enhance efficiency and streamline workflows.
- Developed and maintained filing systems to ensure accurate record-keeping and retrieval.
Customer Service Representative (Part-Time)
Work ’N Gear
01.2018 - 01.2024
- As a Customer Service Representative at Work ’N Gear’s corporate office, managed 40–60 customer interactions per day across phone, email, and online channels, ensuring 95%+ resolution rates and timely support. Processed and tracked hundreds of online orders monthly, coordinating with warehouse and retail teams to resolve complex issues and ensure order accuracy.
- Streamlined communication workflows and improved response times by 30%, enhancing both customer experience and operational efficiency. Consistently recognized for accuracy, responsiveness, and relationship management, contributing to increased customer satisfaction and strengthened loyalty.
- Resolved customer inquiries through effective communication and problem-solving techniques.
Executive Manager / Area Supervisor
Kohl’s
01.2007 - 01.2017
- As an Executive Manager at Kohl’s, led cross-functional teams of 10–12 associates to drive sales performance, optimize daily operations, and elevate the customer experience.
- Increased overall store efficiency by 15% through process improvements and strengthened team productivity through targeted coaching, training, and performance management.
- Consistently contributed to achieving monthly sales and profitability targets, with several departments realizing 5–10% year-over-year sales growth under my leadership. Partnered with district and regional leadership to execute strategic initiatives, enhance visual merchandising standards, and streamline inventory management processes, reducing stock discrepancies by 20% and improving product availability.
- Played a key role in creating a high-performance culture focused on customer satisfaction, operational excellence, and continuous improvement.
- Led cross-functional teams to drive organizational efficiency and enhance operational effectiveness.
- Developed and implemented strategic initiatives to align business goals with market opportunities.
- Directed operational strategies to enhance efficiency and productivity across multiple departments.
- Implemented performance metrics to assess team effectiveness and drive continuous improvement initiatives.
- Led cross-functional teams to enhance operational efficiency and improve customer satisfaction.
- Developed and implemented strategic initiatives to drive revenue growth across multiple departments.
Co-Manager and earlier roles
Victoria’s Secret
12.2003 - 2008
- As a Co-Manager at Victoria’s Secret, led daily store operations and supervised teams of 8–10 associates to drive sales performance, uphold brand standards, and deliver a premium customer experience.
- Supported merchandising execution, inventory control, and staff development, contributing to consistent achievement of weekly and monthly sales goals.
- Improved team productivity and service quality through targeted coaching and performance feedback, resulting in a 10–15% increase in customer satisfaction scores.
- Strengthened operational efficiency by streamlining opening/closing procedures and enhancing product presentation standards, helping reduce inventory discrepancies and improve overall store readiness.
- Played a key role in fostering an engaging, high-energy retail environment focused on sales growth, customer loyalty, and operational excellence.
- Led team in achieving sales targets through effective coaching and performance management.
- Developed and implemented training programs to enhance staff product knowledge and customer service skills.
Education
Master of Arts - Applied Economics
University of Massachusetts Boston
Boston, MA12-2022
Bachelor of Science - Liberal Arts
University of Massachusetts Boston
Boston, MA05-2021
Associate of Arts - Business
Bunker Hill Community College
Charlestown, MA06-2019
Skills
- Program Operations & Vendor Coordination
- Policy Evaluation & Impact Analysis
- Workflow Optimization & Process Redesign
- Cross-Functional Team Leadership
- Quantitative & Qualitative Data Analysis
- Meeting Facilitation & Project Documentation
- Change Management & Issue Resolution
- Executive-Level Reporting & Presentations
- Decision making and sound judgment
- Deadline-driven project coordination
- Analytical, creative, and critical thinking
- Ability to interpret and explain operational implications
- High attention to detail
Accomplishments
Successfully supported executive leadership through high-level reporting and training functions while elevating team capability through structured development programs. Led a seamless transition to the new EMR system and served as the primary training expert for the department. Co-designed and implemented new electronic forms that streamlined onboarding, enabling new hires to complete required documentation prior to their appointment and significantly improving operational efficiency.
Certification
Leadership-focused Manager-in-Training Program
LANGUAGES
English (Professional); French (Native)
Timeline
Business Operations Supervisor – Ambulatory Clinics
Tufts Medical Center
02.2024 - Current
Lead Administrative Supervisor – Ambulatory Clinics
Tufts Medical Center
01.2022 - 01.2024
Administrative Specialist – Ambulatory Clinics
Tufts Medical Center
02.2019 - 01.2022
Customer Service Representative (Part-Time)
Work ’N Gear
01.2018 - 01.2024
Executive Manager / Area Supervisor
Kohl’s
01.2007 - 01.2017
Co-Manager and earlier roles
Victoria’s Secret
12.2003 - 2008
Master of Arts - Applied Economics
University of Massachusetts Boston
Bachelor of Science - Liberal Arts
University of Massachusetts Boston
Associate of Arts - Business
Bunker Hill Community College