JILLIAN FARRELL
Conshohocken,PA
Summary
A driven manager with 8+ years of success in multiple domains with experience directing and improving operations through effective employee motivational strategies and strong policy enforcement. Talented leader with analytical approach to business planning and day-to-day problem-solving. With my intellectual curiosity, learning agility, and high emotional intelligence, I'm able to lead teams to outperform KPIs/revenue goals. I bring integrity, an unrelenting work ethic, and ambition to every opportunity.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Operations Manager
Spring Health
11.2022 - Current
- Engaged and worked alongside cross-functional stakeholders to manage strategic initiatives
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow
- Launched staff engagement programs that increased retention and employee satisfaction
- Developed systems and procedures to improve operational quality and team efficiency
- Analyzed data trends to identify potential bottlenecks in operations workflow, implementing strategies to mitigate risks accordingly.
- Designed and built Escalations/Grievances work flows and reporting tools
- Operational Lead for Customer Escalations
- Trained and guided team members to maintain high productivity and performance metrics.
- Developed Performance Management materials and procedures
- Oversight of two managers and 12-18 indirect reports
Chief of Staff, Relationship Management/Sales
Vanguard
04.2022 - 11.2022
- Developed and executed strategic initiatives for improved company growth and long-term success
- Created reports, presentations and other materials for executive staff
- Facilitated productive meetings by creating well-organized agendas and ensuring clear communication of objectives
- Oversaw change management initiatives, minimizing disruption while maximizing positive outcomes during periods of transition.
- Aligned departmental goals with overall company vision, ensuring cohesive progress towards shared objectives
Manager, Relationship Management/Sales
Vanguard
04.2022 - 11.2022
- Oversaw team of 7 Project Managers
- Partnered with key stakeholders across product, marketing, sales, ops, and customer experience to drive business strategy by synthesizing insights and setting actionable plans
- Achieved departmental goals by developing and executing strategic plans and performance metrics
- Drove operational efficiency through data-driven decision-making processes, leveraging analytics tools for informed strategy development
Team Leader, Relationship Management and Sales
Vanguard
04.2021 - 04.2022
- Managed team of 10 sales consultants driving KPIs and new business acquisitions
- Performance management and sales/customer service coaching
- Created and implemented sales trainings
- Navigated ambiguity in fast-paced call center environment
- Developed team members' skills through targeted coaching sessions, resulting in improved individual performance
- Assisted in recruitment of new team members, hiring highest qualified to build team of top performers
- WFM/Operations Lead
High Net Worth Client Consultant, Sales Ambassador
Vanguard
03.2020 - 04.2021
- Achieved 188% of growth KPIs
- Recipient of Sales Reward for driving pipeline and excellence in sales coaching
- Increased sales revenue by building strong rapport with customers and recommending appropriate products based on their needs
- Assisted in training new staff members on company policies, product information, and sales techniques
- Developed new client relationships by actively engaging with potential customers and highlighting benefits of product offerings
Program Manager
Inter-Care Ltd
02.2018 - 01.2020
- Oversight of 60+ staff and daily operations
- Liaison between C-Suite and staff, including communications for CEO/COO
- Addressed and resolved technical, financial, and operational concerns by working with team members and directors
- Conducted comprehensive program evaluations, identifying areas for improvement and recommending actionable solutions
- Recruitment, training, onboarding, evaluation, and deployment of staff
- Design and implementation of internship program
- Instatement of largest revenue-driving 'Early Morning Professionals' program
- Training of staff/interns on clinical topics, compliance, and professional development
- Successfully passed all NY State and OASAS audits.
Assistant Clinical Director/Utilization Review
Realization Center
06.2015 - 02.2018
- Oversight and development of multidisciplinary team (75+ Staff) and daily operations
- Streamlined clinical operations for improved efficiency by optimizing staff scheduling and resource allocation
- Developed comprehensive training programs for new employees, ensuring consistent delivery of high-quality patient care
- Liaison between C-Suite and staff, including communications for CEO/CFO
- Recruitment, onboarding, training, evaluation, and deployment of staff
- Monitoring of compliance with HIPPA, NY State, and OASAS regulations
- Successfully passed all NY State and OASAS audits.
Mental Health Counselor/Quality Assurance Manager
Realization Center
01.2015 - 06.2015
- Provided comprehensive case management services, created treatment plans, and connected clients and families to appropriate resources
- Design strategy, develop policy, and create workflows to support practical application of evolving healthcare reform initiatives for OASAS-certified clinics
- Lead quality assurance and improvement efforts, advising multi-disciplinary team on clinical documentation improvement, and regulatory/policy compliance
Education
Master of Arts - Counseling Psychology
Columbia University
New York, NY2016
MSEd - Education
Columbia University
New York, NY2016
Bachelor of Arts - Psychology
New York University
New York, NY2013
Skills
- Microsoft/Excel/ G-Suite
- Salesforce, CRMs and ECRs
- Slack, Zendesk, Talkdesk
- Project Management
- Program Design/Implementation
- Customer Service Management
- Revenue Growth
- Performance Management
- Cross-Functional Collaboration
- Operations Management
Certification
- NY Licensed Mental Health Counselor, 008546
- PA Licensed Professional Counselor, PC012845
- FINRA Series 7 and 66
Timeline
Operations Manager
Spring Health
11.2022 - Current
Chief of Staff, Relationship Management/Sales
Vanguard
04.2022 - 11.2022
Manager, Relationship Management/Sales
Vanguard
04.2022 - 11.2022
Team Leader, Relationship Management and Sales
Vanguard
04.2021 - 04.2022
High Net Worth Client Consultant, Sales Ambassador
Vanguard
03.2020 - 04.2021
Program Manager
Inter-Care Ltd
02.2018 - 01.2020
Assistant Clinical Director/Utilization Review
Realization Center
06.2015 - 02.2018
Mental Health Counselor/Quality Assurance Manager
Realization Center
01.2015 - 06.2015
Master of Arts - Counseling Psychology
Columbia University
MSEd - Education
Columbia University
Bachelor of Arts - Psychology
New York University
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