Dean Leyva

Cell: 805-***-****

Email: ad2a1x@r.postjobfree.com

Contract Manager(Planning)

** ***** ********** **********, *********** and human resource experience. Dedicated to achieving profitability and providing outstanding customer service. Reliable, detail-oriented, excellent communication skills. Strong personal ethics and integrity. Work effectively with Team Members and customers from diverse cultural backgrounds. Organized team-builder with leadership and talent acquisitions skills. Maintain low staff turnover through effective motivational management.

Experience

CVS Specialty Pharmacy, Chandler, AZ 10/2015 - Present

Quality Specialist (Remote Position) (12/2021- Present)

Worklist assigned by Supervisors consisting of 40 to 60 Agents.

Responsible for auditing at least 5 calls for each Agent, and scoring using CVS Specialty Standard Operating Procedures for inbound and outbound calls.

Investigate and respond to appeals filed by Supervisors or Agents to ensure a fair and consistent process throughout.

Any escalated calls not meeting Standard Operating Procedures must be reported for immediate action.

Responsible for assisting in call calibrations to ensure all Quality Specialist are using same standards and working in a consistent manner.

Secure Messaging Team (Remote Position) (3/2020 - 11/2021)

Receive and review daily assignment from secure messaging portal.

Work one of eight possible work lists as assigned.

Respond to patient messages concerning rescheduling orders, delivery issues, billing, etc.

Reassign message to another queue if needed and call patients if requested.

Investigate and address escalation issues and respond to patient concerns.

Program Manager / Project Manager/ (3/2018 - 2/2020)

Accomplishments:

Trained, coached, scheduled, and managed 10 direct report leads.

Trained, coached, and managed staff of 60 representatives.

Team recovered millions of dollars which had not been collected when due.

Provide classroom training of Care Representatives on assigned worklist and specialty call center procedures.

Complete service event forms to hold all Representative accountable, to include coaching or retraining for service errors.

Attend virtual meetings on status of project and address any issues or concerns with leadership.

Patient Service Rep II Lead Stat Team & Escalations (Call Center) (2/2017 - 2/2018)

Accomplishments:

Assisted in training, coaching, and managing 20 Representatives.

Worked with team that won numerous service contest and awards, to include: Most Accounts Worked in a Quarter (55,000); Highest Volume of Inbound Calls Taken In A 30 Day Period (25,000); and Highest Number of Escalation Calls Resolved in a 30 Day Period (6,000).

Investigate, follow up, and resolve escalated calls to ensure high level of customer care.

Patient Service Rep I Stat Team (Call Center) (10/12/2015 - 1/2017)

Provide telephone support to patients receiving life-sustaining specialty drug therapy.

Communicate with Doctors’ offices and insurance companies to ensure the accuracy of the patient’s specially medication orders.

King Day Spa / Ocean Day Spa / A-1 Day Spa, Oxnard, CA 6/2000 - 7/2015

Owner & Manager

Accomplishments:

Project management to include coordinating, overseeing, planning and design of business locations.

Outlines scope of work, objectives, budgets and manage resources of project.

Create and manage project schedule, ensure regulations, permits and zoning all meet required standards.

Talent acquisition, hired, trained, coached, scheduled, and managed 15 Staff for each location.

Sold companies at a profit between September 2012 and July 2015.

Responsible for all aspects of facilities management including maintenance and repairs.

Received quotes and hired contractors on any major repair or remodel work.

Responsible for all business functions (sales, marketing, advertising, bids, bookkeeping,

P&L, contracts, H/R and benefits, inventory control, workplace safety and investigations.

Bartlein & Company, Santa Barbara, CA 5/1997 - 6/2000

Maintenance Supervisor, Facilities Management & Construction Project Manager

Accomplishments:

Project management to include coordinating, overseeing, planning and design of repairs and or construction as needed.

Outlines scope of work, objectives, budgets and manage resources of project.

Facilitate affective communication between project team, stakeholders, clients, and contractors.

Talent acquisition, Interviewed, hired, trained, coached, scheduled, and managed 6 direct reports staff.

Monitored and directed scheduling for 150 contractors.

Oversaw maintenance operations for the #1 Property Management Company in Santa Barbara County (over 6,500 units).

Assign and follow-up on all work orders, ensuring proper repair and timely turnover of all vacant units not to exceed 10 days.

Assist in planning and execution of preventative maintenance programs.

Ensure the knowledge of and enforcement of company safety programs.

Responsible for all aspects of facilities management of all company owned properties.

Education & Credentials

Currently Completing:

Bachelor’s Degree in business administration - Strayer University (Online)

(Anticipated Graduation 9/2025)

Graduated:

State Of Arizona Real Estate Salesperson

Kaplan Real Estate Education Phoenix AZ (2/2022 – 8/2022)

6 Months Human Resource Management Training

UCSB Extension, Goleta CA & Technology Development Center, Ventura CA (3/1996 - 9/1996)

Graduated:

GED - Wake Center, Goleta CA (1993)

Software Proficiencies: Microsoft Office (Outlook, Word, Excel & PowerPoint), Zoom, Skype, MS Teams

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