Lindsey Olson Email & Phone Number

Responsible for the leadership, development, and execution of the Omni-Channel experience blueprint as we transform from a single-channel to multi-channel to omni-channel service organization. Partnering with business operations executives as I lead them through this change.

Eden Prairie, MN

• Developed the telephony consumer experience for multiple lines of business
• Managed business relationships and delivered against strategic goals
• Provided executive visibility to timelines and value being delivered

Eden Prairie, MN

• Mobilized efforts to train call center staff on a new pharmacy dispensing system across all existing and new call centers.
• Cataloged legacy organization telephony infrastructure data, during a company merger.
• Managed the timelines, project plans, resources, and escalation process to implement an IVR system for the specialty call centers.

West St Paul, MN

• Instruct grade school and middle school girls in ballet, jazz and tap dance
• Act as a leader and role model to the students
• Choreograph multiple dance numbers for ballet and jazz performances annually
• Create and lead engaging and active weekly classesThe Dance Center - http://www.thedancecentermn.com/

Mendota Heights, MN

• Worked with OptumRx’s Business Initiatives Department as a senior project manager on multiple projects.

Greater Minneapolis-St. Paul Area

• Served as Agile Product Owner for pharmacy dispensing system - new functionality team
• Spearheaded market introductions of technology solutions for hearing and visually impaired patients
• Managed and lead enhancement process for pharmacy dispensing system
• Prioritized defect management of pharmacy dispensing system and prescription label
• Assisted with cycle release testing of pharmacy dispensing system and prescription label
• Developed and maintain relationships with internal and external partners to assist with improvement of pharmacy dispensing system and interfaces

Greater Minneapolis-St. Paul Area

• Provided onsite and remote store support during the implementation of a vendor developed pharmacy dispensing system to 1672 pharmacies
• Developed, implemented and maintained a training strategy for the new pharmacy dispensing system for 14,000 store team members and 200+ headquarters partners
• Supported stores by answering questions regarding prescription processing, to ensure guest service at a 72% completion rate within 24 hours
• Managed defect prioritization of vendor software, resulting in issue resolution and decreasing open issues by 39%
• Assisted with cycle release testing of pharmacy dispensing system

Greater Minneapolis-St. Paul Area

• Led store support team who resolved prescription billing issues, to ensure Target reimbursement and a 91% guest service completion rate within 24 hours
• Provided level 2 support, resolving escalated prescription processing and billing questions from store teams
• Created and maintained internal reporting dashboards for quality and productivity metrics
• Developed training and standardized communication processes for my team and partner teams
• Assisted with implementation of D.0 pharmacy industry claim standard change by insurance plan file scheduling, plan updating and support resulting in 2012 company best team award
• Selected to participate in evaluation and selection of vendor dispensing system solution

Greater Minneapolis-St. Paul Area

• Provided store support by answering questions regarding prescription billing issues to ensure Target reimbursement and a 86% guest service completion rate within 24 hours
• Supported stores during the rollout of a Target developed pharmacy dispensing system to 134 locations
• Managed peer schedule to support stores across 4 time zones during rollout of new dispensing system
• Served as client manager for Business to Organization Flu Program
• Led Pharmacy Fraud, Waste, and Abuse claim investigations and resolutions

Eagan, MN

• Received and accurately processed, filled and dispensed prescriptions daily
• Resolved insurance rejections and billing issues
• Maintained drug and supply inventories with daily ordering, processing drug recalls and returning salvageable medications
• Coordinated the pharmacy technician schedule
• Prioritized tasks and organized workflow to increase efficiency and guest service

Lilydale, MN

• Developed a strong command of working and thinking fast on my feet
• Enhanced time management and prioritization skills

Bachelor Of Arts (B.A.), Biology, General

BA Biology with a Pre-Pharmacy minor

Education record

Activities and Societies: co-captain Dance Team, co-captain Cheerleading Team, Chorus, 4 year Honor Roll