Experience

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  UnitedHealth Group

  • Greater San Diego Area

  • OptumRx Specialty Pharmacy Call Center Manager

    • Jun 2014 - Present
    • Greater San Diego Area

    Site Manager for the Mission Valley OptumRx Specialty Pharmacy Call Center. Responsible for day-to-day operations of 80+ Customer Service Agents & Subject Matter Experts, as well as indirect leadership support for 40+ Specialized Agents. Provide site representation of the Mission Valley location to the additional OptumRx Specialty Pharmacy sites located at Carlsbad, CA; Cypress CA and Overland Park, KS. Work closely with Work Force Management Team to coordinate all resources.

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  Superior Mobile Medics

  • Greater San Diego Area

  • Director of Operations

    • Jun 2012 - Oct 2013
    • Greater San Diego Area

    Provided leadership for the Quality Control Department, Independent Contractors Recruiting & Training, Contractors Credentialing and the Supplies & Shipping operations.

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  TriTech Software Systems

  • Greater San Diego Area

  • Technical Services Manager

    • Jul 2009 - Feb 2012
    • Greater San Diego Area

    Implemented an internal quality assurance process to streamline & significantly improve complex system upgrades at client’s sites.Actively participated on a very successful multi-site deployment of SalesForce, a centralized call tracking software.Designed and deployed customer service surveys to redefine and evolve the operation based on client’s feedback.

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  LPL Financial Services, San Diego

  • Greater San Diego Area

  • Technical Support & Service Center VP

    • May 1997 - Mar 2009
    • Greater San Diego Area

    Responsible for leading the Service Center, Workforce Management, Technical Support and Software Fulfillment teams for multiple-sites for the largest independent Broker/Dealer on the country. Provided strategic support to the I.S. Teams to ensure future software developments were designed with the customer’s best interests in mind. Acted as point of escalation for Sr. Mgmt and top customers Improved customer satisfaction by implementing a self-maintained service survey.Organized and deployed a call tracking system overhaul that allowed us to achieve higher efficiencies while reducing costs.Established higher analytical trending standards, proactive call center planning, quality controls and regular planning sessions with leaders, based on WFM analysis. Implemented a software fulfillment operation, including the management of over 20K Internet user accounts.Planned and administered multi-million dollar budgets, always ensuring target goals were met.

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  National Pen in San Diego, CA

  • Greater San Diego Area

  • Helpdesk & Training Manager

    • Jan 1990 - May 1997
    • Greater San Diego Area

    Initiated, developed and implemented a mult-site Helpdesk operation locally and overseas, to include Europe, Caribbean, Mexico and US locations. Managed 24x7 Computer Support and Training of 1,200+ users over 6 sites worldwide on IBM Compatible platforms.Provided hands-on training and doumentation for the entire user population on multiple languages.Reduced support staffing and overhead costs by over 30% due to effective strategic support and training initiatives.

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  Mattel Toys of Mexico (Mabamex)

  • Support Analyst

    • Feb 1985 - Nov 1987

    Responsible for systems development for the Manufacturing Team, particularly Inventory and Production control.Oversaw the daily operations and logistics of the Data Center, including staff's schedules, system maintenance, data recovery and internal customer support.Coordinated inventory control and deployments between Mexico & USA operations.