Michaela Brown
Kingsport
Summary
Experienced Senior Business Process Analyst with a talent for identifying and implementing process improvements in complex business environments. Possessing strong analytical skills, problem-solving abilities, and decision-making acumen, well-equipped for strategic planning. Proven track record of making notable impacts through effective collaboration with cross-functional teams, driving efficiency and productivity.
Overview
8
8
years of professional experience
Work History
Spvsr Pharmacy Care
Optum Rx Specialty
02.2023 - Current
- Provided support and guidance to colleagues to maintain a collaborative work environment.
- Conducted system analysis and testing to identify and resolve technical issues or inefficiencies.
- Worked effectively in team environments to make the workplace more productive.
- Conducted comprehensive research and data analysis to support strategic planning and informed decision-making.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Conducted testing of software and systems to ensure quality and reliability.
- Worked with cross-functional teams to achieve goals.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
Direct Sales Consultant
Spectacularly You
03.2019 - 03.2024
- Exceeded sales targets consistently by utilizing persuasive communication skills and innovative selling techniques.
- Expanded market presence by identifying new opportunities and tapping into untapped customer segments.
- Perfected time-management skills to prioritize high-value tasks; ensuring optimal workflow and productivity levels.
- Developed customized sales pitches tailored to individual client needs, ensuring higher conversion rates.
- Boosted sales revenue by implementing strategic marketing plans and effective product presentations.
- Conducted comprehensive product demonstrations for potential customers, showcasing features and benefits effectively.
- Managed client accounts meticulously, monitoring order status and addressing concerns proactively.
- Cultivated strong relationships with clients, resulting in increased referral business and repeat sales.
- Collaborated with team members to achieve collective monthly sales goals, fostering a positive work environment.
- Monitored shipments from the time the label was generated until they reached the customer's possession.
- Traced packages with USPS, following the path of each post office the package had passed through to confirm its correct routing.
- Compensating customers for lost shipments or replacing orders and covering the costs for misplaced items with personal funds.
Cust Service Rep Lead
OptumRx Specialty
06.2022 - 02.2023
- Assisted customers over the phone with placing orders and answering questions about product availability or pricing information.
- Monitored customer satisfaction levels through surveys and feedback forms.
- Audited patient account information to identify issues and develop solutions.
- Mentored junior team members and managed employee relationships.
- Delivered accurate service information to meet goal-directed development plan.
- Resolved customer concerns with friendly and knowledgeable service.
- Prepared and evaluated CRM reports to identify problems and areas for improvement.
- Provided excellent patient service by addressing patient or provider needs in a timely fashion.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Performed inventory counts to ensure accuracy of stock levels on hand.
- Monitor real-time adherence to ensure that agents are in the work status that they are scheduled.
- Keep track of attendance and update schedules as needed to reflect call-outs, FMLA, STD, and LOA status.
- Pull stats daily to help monitor agents’ improvement.
- Help to create a corrective plan for agents who do not show improvement or maintain stat requirements.
- Cascade important work instructions or updates from management to agents.
- Schedule one-on-one meetings with the agent and supervisor.
- Conduct agent one-on-ones with the supervisor present.
- Schedule team meetings for a team of 20+ agents.
- Conduct scheduled team meetings to ensure that agents are aware of all updates and answer any questions.
- Pull calls and provide feedback.
- Pull coachings that are sent from other departments and check for accuracy, validating before coaching the agent.
- Log all coachings, call feedback, and meetings into one database to ensure there is a virtual record of the conversation.
- Assist in team chat to help agents when they are stuck and need help.
- Take over escalated calls that can’t be resolved by the agent.
- Take over tasks that the supervisor may not be able to take on.
- Schedule and coordinate time off so that all team leads and supervisors are not off at the same time.
Floor Support/SME Team Leader
Optum
03.2017 - 06.2022
- Conducted regular meetings with the SME team to review progress and address any issues.
- Reviewed project plans regularly with the senior management team to ensure deadlines are met and objectives achieved.
- Created plans to propose solutions to problems related to efficiency, costs or profits.
- Reviewed patient accounts to ensure that patient addresses were correctly on file, and to identify the biggest reasons for reships. Reasons at the time were: addresses were being shipped to incorrect address. I helped to implement the agents saying the address a total of three times on a call to ensure we have the correct address. Also, other identifiers were addresses being entered incorrectly, medications not being packaged properly for the appropriate seasons, medications not being properly verified, and it was also identified that there was a portion of the reships that was a courier error.
- Maintained positive working relationship with fellow staff and management.
- Organized training sessions for new employees joining the SME team, providing guidance on job responsibilities.
- Identified needs of customers promptly and efficiently.
- Researched new technologies or processes that could be used to enhance the SME teams' capabilities.
Education
Associate of Arts - Health Administration
Martinsburg College
Martinsburg, WV10-2020
GED -
Reise Center
New Albany, IN06-2013
Skills
- Effective project management
- Mentoring individuals
- Composed in challenging situations
- Adaptable to change
- Effective relationship management
- Effective time management
- Collaborative teamwork
- Quality control management
- Employee training
- Effective communication
- Data analysis
- Effective written communication
- Analytical problem-solving
Education and Training
other
Timeline
Spvsr Pharmacy Care
Optum Rx Specialty
02.2023 - Current
Cust Service Rep Lead
OptumRx Specialty
06.2022 - 02.2023
Direct Sales Consultant
Spectacularly You
03.2019 - 03.2024
Floor Support/SME Team Leader
Optum
03.2017 - 06.2022
Associate of Arts - Health Administration
Martinsburg College
GED -
Reise Center
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