Drew Oliver, MBA

Experience

• 

  Scheels

  May 2011 - May 2014

  Customer Service

  I was responsible for providing excellent customer service, handling and processing returns, and training new employees.

• 

  Gallup

  Aug 2012 - Apr 2013

  Telephone Interviewer
• 

  NRC Health

  Oct 2013 - now

  • Led a cross-functional team of 12 associates and one Team Lead, driving operational excellence and strategic initiatives aligned with organizational goals.•Developed high-performing teams through mentorship programs, emerging leader workshops, and alignment of team performance with organizational objectives.• Spearheaded continuous improvement initiatives, eliminating 300+ monthly hours of inefficiencies and generating $105,000 in annual savings, while improving first-time quality by 16% and reducing turnaround time by 5.5 business days.• Delivered on-time migrations from legacy systems to modern platforms, enhancing functionality for customers and ensuring seamless transitions through meticulous planning and execution.• Integrated vendor relations into operations, streamlining workflows, implementing AI-driven tools, and reducing operational costs and timelines by 3 business days.• Created Salesforce dashboards and reports that improved visibility into team operations and provided actionable insights for senior leadership, enabling better oversight and decision-making.• Collaborated with senior leadership on team restructuring, achieving $252,000 in one-time cost savings while maintaining team performance and morale.• Directed nine cross-functional project updates, ensuring CMS (Centers for Medicare & Medicaid Services) compliance and meeting critical customer requirements. Show less • Enhanced team capacity by 80% through cross-training associates on multiple roles and platforms, enabling greater operational flexibility and efficiency.• Expanded Operations QA into three additional business units, reducing customer-facing errors by 1,974 over three years and improving overall quality assurance outcomes.• Automated quality assurance processes with SQL queries, mitigating human error risks and saving 65 hours of monthly work, resulting in $24,630 in annual savings.• Designed and implemented team structures, staffing models, and key performance indicators, creating a foundation for sustained operational excellence.• Led a cross-functional team of nine associates to deliver strategic initiatives and drive continuous quality improvements across the organization. Show less

  • Manager, Customer Operations

    Apr 2021 - now

  • Manager, Operations QA

    Sept 2018 - Apr 2021

  • Team Lead, Client Operations

    Jun 2018 - Sept 2018

  • Quality Assurance Analyst

    May 2016 - Jun 2018

  • Continuum Service Support Specialist

    Apr 2015 - May 2016

  • Reporting Coordinator

    Oct 2013 - Mar 2015