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<pre>Array ( [var] => cut_url ) </pre> Resume for Sheila P. for Manager / Supervisor / Team Leader / Other / Not Classified in North East, Maryland. Search More Resumes for Manager / Supervisor / Team Leader on Resumark.com #YGBSAI1CG
 

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Resume for Sheila P. for Manager / Supervisor / Team Leader / Other / Not Classified in North East, Maryland




Occupation: Manager / Supervisor / Team Leader Industry: Other / Not Classified
Country: United States City: North East
State: Maryland ZIP: 21901



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Sheila D. P.

Shady Beach Road

North East, Maryland

Cell

Fax

 

Summary

Dedicated, wellorganized operations management professional with background in customer service and administration. Skilled in metrics management and reporting key performance indicators to understand the success and challenges of the department. Welldeveloped communication and problemsolving skills with the ability to resolve difficult situations under adverse conditions. Thrives in a fastpaced environment. 
 

Experience 

Remedi Senior Care Baltimore, Maryland     

Long Term Care Pharmacy

Control Drug Compliance Manager

Managed a new team of and rolled out a new process of controlling the dispensing of all control drugs.  This required creating and auditable process that could be relied upon to build partnership between the physicians, the facilities and the pharmacy.  After a challenging start, I was able to streamline the production and bring things under control and current in days. 

Order Entry Medical Records and Call Center Manager;   

Managed a team of which includes both Medical Records and Order Entry Pharmacy techs and Call Center staff where poor quality can affect the lives of patients. 

Expanded the team to comply with recent DEA requirements regarding CII scripts;

Created measurements and improved team goals times from % in December to % in May.  Have stabilized this goal since that time;

Created and reported on operational key performance indicators to identify root cause of problem areas; and

Increased staff performance by instituting a feedback cycle to improve accuracy. 

JPMChase Newark, Delaware        

Operations Manager, GFM Message Processing;

Worked within a Global team that moved in excess of three trillion dollars a day through the Swift network.

Monitored continued message flow through the Swift network;

Managed a team of operators that worked exception processing of messages that failed to deliver STP;

Managed the team that researched and granted permission for relationships with other financial institutions in order to exchange transactions;

Manage a core of call center technicians that support the various lines of business to help mitigate timely financial transactions; and

Managed both team and individual performances by the use of key performance indicators. 

Computer Science Corporation Newark, Delaware    

Outsourced position with JPMChase

Project Manager Gap Remediation Project and Six Sigma Program Manager

Successfully managed the upgrade of business servers to a required level of security; and

Managed the Six Sigma account and reported monthly results to JPMChase. 

Operation Manager Customer Care       

Responsible for the day to day management of Customer Care operations for JPMChase Investment Bank, which included agents operating in a / worldwide market.

Supported crisis management support in for the disaster in NYC that ultimately led to the bank being the first to trade when the stock market opened;

Successfully led the team to meet or exceed all service level agreements with JPMChase;

Developed an month project plan in to close the customer care center and transfer knowledge to IBM at the end of the contract;

Initiated of the Global Follow the Sun Help Desk model; and

Effectively manages crisis situations to successful outcome. 

Hospital Billing and Collections, Inc., New Castle, Delaware   

Manager, Computer Operations

Built the operations team from the ground up;

Researched and introduced a help desk to the company;

Created and maintained documentation for operator reference;

Coordinated all operator training and performance evaluations: and

Effectively managed for all hardware maintenance and computer supplies                                                                 

Certifications

Thinking like a Customer, December

Six Sigma Green Belt awarded November

PMP Certification May

Advanced Management Systems Managing Operations March

Maryland Board of Pharmacy Certified Pharmacy Technician, April  

Affiliations

Project Management Institute 

Education

B.S. Computer Information Science

Utica College of Syracuse University

Utica, New York


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