Operations Leader - Customer Service & Compliance (Healthcare)

Latisha Battle

Kingwood, TX ***** 346-***-**** ***********@*****.*** LinkedIn

Professional Summary

Manager with extensive experience leading customer service and operations teams within healthcare and life sciences environments. I bring a strong record of resolving complex issues, optimizing workflows, and driving team performance through targeted coaching, structured onboarding, and data-driven process improvements. My background includes monitoring and reporting performance metrics, ensuring compliance in regulated environments, and fostering inclusive, customer-centric cultures that enhance both patient and provider satisfaction. I am highly effective in remote settings that require independent judgment, accountability, and consistent communication across distributed teams.

Skills

• Customer Service and Communication: Customer service excellence, customer engagement, customer retention, customer experience strategy, customer insights, authentication, business development, issue escalation, conflict resolution

• Technical Proficiencies: Microsoft Office, Salesforce, Salesforce Reports, JIRA, Calabrio, Cisco, Genesys, NICE, performance monitoring platforms

• Operational and Analytical Expertise: Performance management, process analysis, quality control, system implementation, process improvement, project coordination, analytical thinking, process mapping, change management, onboarding development, performance metrics monitoring, operational strategy, time management, problem solving, data visualization, report generation, operational analysis, workflow automation, process optimization, quality assurance, compliance management, data security, HIPAA, healthcare industry experience

• Leadership and Team Development: Team leadership, coaching and mentoring, workforce planning, employee engagement, training development, cross-functional collaboration, resource allocation, performance coaching, operational planning, employee advocacy, inclusivity, service design

Professional Experience

EVERSANA Life Sciences Dec 2022 - Apr 2025

Program Management Supervisor Mason, OH

In this role, I directed program services and operational execution for patient and client support programs within a regulated life sciences environment. I ensured timely responses and consistent service delivery while maintaining high standards for customer experience, compliance, and data security. I developed and monitored operational policies related to staffing, onboarding, training, and professional development, which helped streamline workflows and improve engagement across distributed teams. I served as the primary escalation point for complex customer inquiries and service challenges, resolving issues efficiently to sustain strong client satisfaction and retention. I managed key performance initiatives by tracking, analyzing, and reporting operational metrics for both internal leadership and external clients, using performance data to guide strategic decisions and continuous improvement efforts. I routinely evaluated team productivity and efficiency, identifying opportunities to implement process improvements that strengthened service quality and operational outcomes. A major focus of my role involved workforce development and leadership. I facilitated onboarding, training, and performance evaluations to strengthen team readiness and responsiveness to client needs. I partnered closely with workforce management to coordinate staffing assignments and maintain service-level commitments in dynamic program environments. Through targeted recruitment and onboarding strategies, I supported significant growth in agent staffing and improved retention. I also collaborated with senior leaders to support leadership development initiatives that expanded the internal talent pipeline and strengthened long-term program stability. Walgreens Specialty Pharmacy Aug 2011 - Mar 2022

Patient Services Group Supervisor Canton, MI

As a Patient Services Group Supervisor, I provided frontline leadership for centralized healthcare service teams supporting patients, providers, and internal stakeholders. I oversaw daily operations for high-volume service environments, ensuring adherence to company policies, regulatory requirements, and healthcare best practices. I played a key role in designing and implementing onboarding and training programs that improved new employee integration, accelerated productivity, and strengthened retention. I supported team members by resolving complex service issues, guiding escalations, and maintaining a consultative leadership approach focused on quality outcomes and patient satisfaction. I monitored performance metrics and quality indicators, delivering coaching and feedback that improved customer handling skills and operational consistency. I regularly generated and reviewed performance and engagement reports to identify trends, inform leadership decisions, and support continuous improvement initiatives. I led and developed a team of approximately 25 professionals, optimizing workflows and resource allocation to improve service delivery and patient satisfaction. I collaborated with quality assurance teams and fellow supervisors to ensure best practice adherence while implementing system and process enhancements that streamlined patient processing and elevated the overall customer experience. Education

Ferris State University

Business Administration

Catherine Ferguson Academy

High School Diploma

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