Partners with district managers to create plans for the district focusing on behavioral change with their team members to anticipate customer needs. Works directly with leadership to ensure sustainability with the company, region, and area initiatives.Analyzes turnover and engagement to identify any areas of concern using heat maps or surveys. Works with area leadership to develop sustainable solutions to improve business results on any gaps identified. Facilitates calibrations at area and district levels to equalize talent ratingsDevelops talent in all management areas - such as diversity inclusion, talent management, and engagement.Works with the district managers and region to help understand their role in building a pipeline of talent.

Partnered with district leadership team to identify priorities, challenges and opportunities for improvement, to better drive company, market and district initiatives, and to improve productivity, profitability and serviceParticipated as a member of the Corporate Development Team and the Corporate Training Team to identify needed training, design training programs, and provide feedback on the effectiveness of new trainingAs per corporate guidelines, facilitated training and instruct store leadership on providing and coaching team members on Exceptional Customer Service, leading to a 6.6 percentage point increase YTD December 2014 in overall delight scores, and a 3 percentage point increase in pharmacy delight during the same periodWorked with store and pharmacy management on leadership skills to strengthen employee engagement, leading to a .14 percentage point increase in overall district engagement and a .42 percentage point increase in pharmacy team member engagement YTD December 2014Co-developed and co-executed a comprehensive course for technicians preparing for the Pharmacy Technician Certified Board exam; currently realizing an 85% pass rate for technicians and employ 120+ certified technicians in district store operations; taught preparation course for specialty pharmacy techs sitting for the PTCB examAssisted in the opening of 20+ new store locations in the district by training new team members and ensuring store and pharmacy systems are operational; aided in the development of Assistant Managers preparing for promotion to Store Manager. Directed the re-training of pharmacy and store staff to meet customer service standards Facilitated the training of 40+ pharmacy managers on financial operations and acumen while following the guidelines of the corporate RX Impact program; develop and implement a program specific to the prevention of third party chargebacks

Coordinated the recruiting and hiring efforts of pharmacy technicians at 40+ stores in the district; led the new technicians through the established four-week training program; realized the lowest technician turnover in the Dallas market (22%) during my tenureDeveloped relationships with pharmacy technician program coordinators at area tech schools, community colleges and high schools to ensure the continued influx of technicians into the districtWorked to achieve consistent quality control measures, customer and patient care standards and technician core competencies throughout the district; taught the PTCB preparation courses for techs seeking certification

Oversaw new technicians from onboarding to promotion or termination.Assisted in the quality checks for customer service from start of patient procurement throughout the revenue cycle. Addressed and resolved any escalated issues with patents. Managed and supervised time of patient interactions with calls and in-person communicationsAnalyzed metrics to determine whether knowledge, skills or performance gaps were the direct cause for not hitting targets and goals. Upskilled technicians in identified areas and conducted performance improvement plans when needed.

Oversaw up to 15 employees including; customer service representatives, account managers, sales, inventory coordinator and delivery personnel Responsible for hiring, training, developing, coaching and terminating employeesAnalyzed and observed employee interactions with customers to determine quality of customer service Provided Profit and Loss reports to leadership for gross profit analysisConducted team meetings to assure goals and targets are met in areas of focusGiving mid-year/annual evaluations and conducting difficult conversations with underperforming employees