Ashley Keenan
Doylestown,PA
Summary
Senior Operations Manager offering 5 years of experience supporting and leading operations for patient support Programs.Proven Dedication to partnering with Company Leadership to promote an engaged, empowering work culture. Documented strengths in building and maintaining relationships and operational excellence with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
7
7
years of professional experience
Work History
Senior Operations Manager
Inizio Engage ( Formally Ashfield Healthcare)
01.2023 - Current
- Operational Lead for 6 patient support programs; 20 individual brands.
- Leads Change Management initiatives to ensure successful adoption of new processes or systems across Business Units and Programs.
- Project Manager for CRM and Telephony implementations; timeline development, grooming, UAT testing and technical troubleshooting.
- Developed effective system for tracking project timelines to support organizational stability and reduced operational risks.
- Built strong relationships with key stakeholders through consistent engagement, collaboration, and transparent communication practices.
Operations Manager
Ashfield Healthcare
01.2022 - 01.2023
- Reduced turnaround time for project completion through effective resource allocation and team management.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Interacted well with customers to build connections and nurture relationships.
- Developed and maintained effective bug escalation process to identify, communicate and troubleshoot bugs within the Salesforce CRM quickly and efficiently.
- Analyzed data trends to identify potential bottlenecks in operations workflow, implementing strategies to mitigate risks accordingly.
- Developed systems and procedures to improve operational quality and team efficiency.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Proven ability to develop and implement creative solutions to complex problems.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Led successful change initiatives, ensuring seamless transitions during organizational restructuring efforts.
Senior Client Account Coordinator
Ashfield Healthcare
03.2019 - 01.2022
- Delivered comprehensive reports on Program performance, allowing clients to make informed decisions and strategic decisions.
- Overcame challenges in executing client deliverables by coordinating closely with various departments and utilizing creative problem-solving techniques.
- Operational Lead for three successful Patient Support contact center launches including the development and deployment of Salesforce CRM system
- Developed Program/Onboarding Guide and CRM Technical Guide for Contact Center launches.
- Effectively managed complex timelines while maintaining clear communication channels with clients and internal team members, ensuring projects stayed on track.
- Partnered with business leaders to deliver services that support company objectives and consistent with corporate values.
Client Account Coordinator
Ashfieldhealthcare
11.2016 - 01.2019
- Provided training to Field-based employees on Company and Client Systems.
- Maintained all program specific materials including team roster, program checklists, Territory Alignments within company SharePoint Site
- Worked with Program Leadership to plan multiple in-person National Meetings for 60+ Field based employees.
- Implemented a process to track equipment deployed and returned by employees for accurate accounting of equipment inventory.
Education
Bachelor of Science - Communications
Drexel University
2009
MBA -
Arcadia University
2014
Skills
- Operational efficiency
- Strategic Planning
- Change Management
- Data Analytics
- Vendor Management
- Project Planning
- Salesforce
- Five9 Telephony System
- Detail-oriented
- Training/Implementations
- Cross-functional Leadership
Timeline
Senior Operations Manager
Inizio Engage ( Formally Ashfield Healthcare)
01.2023 - Current
Operations Manager
Ashfield Healthcare
01.2022 - 01.2023
Senior Client Account Coordinator
Ashfield Healthcare
03.2019 - 01.2022
Client Account Coordinator
Ashfieldhealthcare
11.2016 - 01.2019
Bachelor of Science - Communications
Drexel University
MBA -
Arcadia University
Similar Profiles
Dan MarsegliaDan Marseglia
Inside Sales Manager at Inizio Engage (formerly Ashfield Healthcare)Inside Sales Manager at Inizio Engage (formerly Ashfield Healthcare)
Tammy (Ivy) DeRemerTammy (Ivy) DeRemer
Licensed Team Lead at Inizio, Formally Ashfield HealthcareLicensed Team Lead at Inizio, Formally Ashfield Healthcare
Amelia (Mia) MorinAmelia (Mia) Morin
Key Account Manager at Ashfield / Inizio EngageKey Account Manager at Ashfield / Inizio Engage