Customer Service Facilities Manager

Lillian M. Noffsinger

Austin, TX ● 737-***-**** ● **************@*****.*** ●

www.linkedin.com/in/lillian-noffsinger

Executive Leadership/Operations

Proven track record in steering and growing successful businesses with an entrepreneurial mind set. Skilled in strategy, leadership, promoting and developing operational excellence, managing and developing staff, and improving processes. Recognized for cultivating strong, well versed and exceptional teams. Knowledgeable in HIPPA, OSHA, State/Federal and compliance with regulatory requirements. Impeccable work ethic and professional drive. Hands on strategic and analytical skills leader. Excellent communication time/project management and organizational skills. Key skills include:

Program Management Training & Development Strategic Planning Internal Quality Audits Business Strategy Staff Management Presentations & Public Speaking Operational Support Customer & Client Partnering Multi-Functional Team Mgmt. Management Reporting Process Documentation Continuous Process Improvement Cross Cultural Team Bldg. Workforce Scheduling Career Highlights

Rescued a business from bankruptcy. Trained personnel; systematized and organized to pro duce a better workflow. Turned a profit in 6 months. Improved workforce planning model. Hired an appropriate number of employees and cross trained in multiple areas of business. Resulted in no overtime, happy employees, work/life balance and higher retention rate. Assisted in marketing initiatives for the business and a go to market strategy to enhance the overall consumer experience and customer service by offering a superior product and /or more competitive pricing. Motivate cross-functional teams, set aggressive and achievable targets and get things done to deliver business objectives. Landed exclusive right to a large account. Met with stakeholders from multiple departments to assess demands and guarantee the company could meet their needs. Boosted the business’s over all sales and profits by successfully generating new and repeat business. Resulted in 10-20 new patient referrals/week.

Professional Experience

Bioscrip / Option Care Health, Austin, TX (2017-Present) Executive Director

Collaboration interdepartmentally on strategy, planning and process improvements. Establish and implement performance metrics and KPIs. Drive financial performance by monitoring budget(s), optimizing re sources, controlling expenses and reducing bad debt. Managing budgets to confirm initiatives are being managed within guidelines for ROI and cost management. Operations

● Transformed departmental structures and operations to enhance workflow, productivity, and accountability. Ensures smooth daily operations and continuous process improvement with staff. Proficient in working with MS Office (Word, Excel, etc.) Excellent analytical, problem solving, written and verbal communication. Establish, cultivate and maintain collaborative working relationships within the company.

Strategy

● Prepared and presented data and recommendations for reducing COH (claims on hold). Re sulted in increased revenue and no write offs on lost claims. Drive business growth and enterprise transformation through effective collaboration, prioritization, talent management and focus on delivering outcomes. Diagnosing and uncovering areas within the business that drive performance improvements. A passion for being hands on and problem-solving and execution. I am used to working in a highly-collaborative, conscientious and forward thinking environment. Excellent problem solving, oral and written communication, planning and decision making skills. Good at strategic planning, management and coaching.

● Strong project management skills.

● Strong problem solving and change management skills.

● Sound business judgment.

Business Development

● Increased revenue in by $8.6M/yearly. Reproduced market analysis for pricing, reducing over time, finding new customers and targeting former customers. Strong financial acumen.

● Grew revenue to a point of needing more workable space and remodeling facility. Consulted with facilities manager regarding remodel design, computer systems, technology, phone system and up to date equipment to name a few. Suggestions were incorporated and executed in design. Solid knowledge of business development and strategic planning in business. Develop collaborative teams to accomplish aligned goals to the success of the company.

● Advance the growth of the business through generating leads, building a pipeline and refining business development efforts.

● Experience to lead within, complex, cross-functional initiatives which include problem solving process and support research and analytics within our companies eco-system to provide recommendations.

● Monitor, understand and prioritize the trends of relevance to the enterprise. Employee Development

● Hired and built staff. Partner with the Talent Acquisition and interviewed every staff member prior to hire. Developed an energized, cohesive, motivated team, and empowered staff with low turnover and trustworthy people. ● Pioneered a voice, actions and demeanor customer satisfaction technique which resulted in re peat business. Rewarded for “Most Improved Customer Satisfaction Ratings”. Promote teamwork by fostering a positive, transparent and focused working environment. Help to communicate the company’s strategic direction to ensure optimal outcomes across functional areas.

Amerita Infusion, Austin, TX (2013-2017)

Business Development and Operations

Cultivated and maintained strong relationships with referring organizations such as Hospice Austin, the company’s top referral source. Oversaw CII narcotics, performing physical counts, enhancing inventory control, and tracking log.

● Influenced one of the largest Hospice Organizations (Hospice Austin) to partner with the orga nization. Added revenue of $10-30K/month.

● Prepared for compliance audit. Managed standard procedures with equipment and space above Federal and State standards.

● Shaped a relationship with the sales team to increase business with a streamlined process in place.

CVS, Austin, TX (2011-2013)

Pharmacy Management

Directed and supervised a pharmacy team. Established metrics, delegated tasks, and streamlined processes to improve workflow and productivity. Deescalated heightened situations, providing so lutions and recommendations to customers. Addressed client inquiries and concerns. Ensured company metrics by acknowledging and tracking with staff daily/weekly/monthly to help guide and gauge success.

Nucara Pharmacy, Austin, TX (2011-2013)

Non-Sterile Compounding Pharmacist (Per Diem Position) Complied with Company, State, Federal, and HIPAA regulatory requirements and practice stan dards.

Education / Licenses / Certifications

Bachelor of Science in Pharmacy, Drake University

Licensed Texas Pharmacist, 2010 - 2024

Licensed Illinois Pharmacist, 1993 - 2024

ACPE I.V. Certification - Saberix Inc., Pharmacy Education & Consulting Services, 2011

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