GRACIELA GUADALUPE

Orlando, FL ***** 407-***-**** adz9c6@r.postjobfree.com LinkedIn

SERVICE DELIVERY MANAGER

PROFESSIONAL SUMMARY

Results-oriented professional with a proven track record of success in delivering high-quality customer service and managing teams. Expertise in developing and implementing training programs, resolving customer complaints, and managing workflow. Strong thought leadership and communication will ability to deliver effective solutions to customers.

Core Competencies

• Process Improvement

• People Management

• Operations Management

• Process Redesign

EXPERIENCE

Service Delivery Manager, Alliance Rx/Walgreens/Prime Specialty Pharmacy, Orlando, FL December 2017 - Present

• Established and developed the Provider Support Team, improving patient and provider satisfaction by effectively managing escalations and stat issues.

• Implemented targeted training programs for the core Customer Service team to enhance skills and drive improved performance.

• Oversaw daily operations and provided feedback, training, and performance management for an 8-member team.

• Collaborated with local leaders to identify workflow discrepancies and training opportunities, resulting in enhanced operational efficiency.

Pharmacy Operations Trainer, Aetna Specialty Pharmacy, Orlando, FL April 2009 - December 2017

• Designed and delivered targeted training sessions to address performance gaps, resulting in improved business performance.

• Collaborated with local leaders to align performance variables, facilitating effective transfer of learning to job performance.

• Conducted follow-up assessments to evaluate training program effectiveness and implemented necessary improvements.

• Ensured optimal student performance in long-term and complex training environments by effectively managing the classroom.

Refill Technician Supervisor, Aetna Specialty Pharmacy, Orlando, FL November 2005 - May 2009

• Managed and motivated a 20-member pharmacy team, ensuring exceptional day-to-day performance, quality, attendance, order entry, and member call handling.

• Conducted thorough performance assessments, delivering timely and constructive feedback to drive individual and team growth.

• Developed and maintained employee scorecards, conducting meetings to discuss performance and effectively managed workflow.

• Successfully recruited, developed, and coached employees, fostering a high-performance culture and driving team success.

• Collaborated cross-functionally with other departments to achieve business goals, promoting seamless operations and overall organizational success. EDUCATION

Associate of Arts, Keiser University 2021 - present Business Administration, Caguas City College, Caguas, Puerto Rico 1995 - 1996

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