Summary
Overview
Work History
Education
Skills
Timeline
Generic

Ashlee Wheeler

Seneca

Summary

Dynamic Operations Manager with a proven track record at GFL Environmental, excelling in team leadership and optimizing waste collection processes. Achieved significant improvements in service efficiency and customer satisfaction through strategic planning and targeted training initiatives. Skilled in budgeting and fostering employee relations, driving continuous improvement and operational excellence.


Overview

15
15
years of professional experience

Work History

Operations Manager

GFL Environmental
08.2023 - Current
  • Manage Joplin market hauling company as well as 3 transfer stations in the market
  • Enhanced team productivity by providing targeted training and professional development opportunities for staff members.
  • Optimized routing schedules for collection vehicles, improving service efficiency and customer satisfaction levels.
  • Oversaw facility maintenance activities, ensuring optimal functionality of equipment and adherence to regulatory standards.
  • Maintained comprehensive knowledge and understanding of local, state, and federal regulations governing solid waste operations, ensuring ongoing compliance with all applicable laws and guidelines.
  • Negotiated contracts with external vendors to secure competitive pricing on necessary goods and services while maintaining high-quality standards.
  • Managed budget effectively, consistently meeting or exceeding financial targets without compromising service quality levels.
  • Developed comprehensive safety protocols to minimize workplace accidents and ensure employee wellbeing.
  • Managed complex projects efficiently from inception through completion, achieving desired outcomes on time and within budgetary constraints.
  • Streamlined workflow processes, resulting in reduced operational costs and increased profitability.
  • Championed continuous improvement initiatives within the organization, fostering a culture of excellence and innovation among team members.
  • Assisted in recruiting, hiring and training of team members.
  • Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
  • Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.

District Customer Service Manager

GFL Environmental
08.2021 - 08.2023
  • Managed a team of customer service representatives, providing guidance, support, and regular performance evaluations.
  • Managed budgets for the district and ensured cost-effective solutions were implemented without sacrificing quality or performance.
  • Led district-wide initiatives to standardize customer service protocols, ensuring consistent quality across all locations.
  • Developed effective training programs for staff, resulting in improved performance and increased customer retention rates.
  • Analyzed key performance indicators to identify trends and make data-driven decisions for continuous improvement efforts.
  • Resolved escalated customer issues promptly and professionally, maintaining a high level of client satisfaction and loyalty.
  • Coordinated closely with sales teams to ensure seamless integration of client needs throughout the entire process.
  • Drove employee engagement initiatives aimed at boosting morale and productivity within the team, leading to a more cohesive work environment.
  • Spearheaded cross-functional projects aimed at enhancing collaboration between departments in order to improve overall customer experience delivery.
  • Developed strong relationships with key clients through proactive communication efforts, establishing trust as a reliable point of contact within the company.
  • Conducted regular audits of customer interactions to ensure adherence to company policies and standards for excellence.
  • Collaborated with other managers to identify areas of improvement and implement targeted solutions, boosting overall district performance.
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.

Revenue Cycle Director

Access Family Care
11.2016 - 07.2021
  • Managed all Revenue/Auditing/Customer Service aspects and departments for 9 clinics.
  • Decreased denials by conducting thorough audits of charge capture procedures and providing feedback to clinical teams on documentation requirements.
  • Achieved a high level of compliance by implementing strict adherence to regulatory guidelines, including HIPAA privacy rules.
  • Optimized software usage through regular system updates, customization of modules, and staff training sessions.
  • Participated in industry conferences and educational sessions to stay current on emerging trends, best practices, and regulatory changes affecting healthcare revenue cycle management.
  • Established strong relationships with insurance carriers to expedite claims processing and maximize reimbursement rates.
  • Mentored junior staff members to develop their skills and advance within the organization''s revenue cycle management hierarchy.
  • Collaborated with cross-functional teams to identify areas for operational improvement within the revenue cycle process.
  • Maintained a high degree of accuracy in data reporting with regular reconciliation between general ledger accounts related to revenue cycle transactions.
  • Improved overall financial performance with consistent evaluation and implementation of revenue cycle best practices.
  • Reduced outstanding accounts receivable balances by diligently monitoring aging reports and following up on overdue invoices.
  • Supported organizational growth initiatives through proactive involvement in budget planning and financial forecasting activities.
  • Increased revenue by streamlining billing processes and implementing effective collection strategies.
  • Completed financial reporting and analysis for billing revenue cycle.

Senior Team Lead/Trainer

Alorica
10.2010 - 10.2016
  • Collaborated with management for call center process improvements, resulting in better customer satisfaction scores.
  • Increased trainer productivity by introducing time-saving teaching tools and resources.
  • Established a supportive learning environment that fostered open communication and encouraged active participation from all trainees.
  • Reduced onboarding timeframes by designing efficient orientation processes for new hires.
  • Evaluated the impact of various training methods on employee performance, refining techniques accordingly for optimal results.
  • Managed a team of trainers responsible for delivering high-quality instruction to hundreds of call center employees.
  • Mentored junior trainers, shaping their instructional techniques for greater effectiveness in the classroom setting.
  • Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
  • Trained team members on performance metrics and consumer behavior identification.
  • Developed process controls and metrics for daily management of call center.
  • Achieved high-quality service levels by continuously monitoring calls and providing constructive feedback to agents.
  • Increased first-call resolution rates by equipping agents with comprehensive knowledge of products and services.
  • Reduced average handle time through the implementation of effective call handling techniques and scripts.
  • Led daily team meetings to review performance, set targets and motivate staff.
  • Developed quality employees within call center to take over leadership positions.

Education

High School Diploma -

Seneca High School
Seneca
05-2007

Skills

  • Problem-solving
  • Team leadership
  • Operations management
  • Customer service
  • Planning and implementation
  • Safety protocol implementation
  • Budgeting and finance
  • Public relations management
  • Equipment maintenance oversight
  • Waste collection optimization
  • Decision-making
  • Employee relations and conflict resolution

Timeline

Operations Manager

GFL Environmental
08.2023 - Current

District Customer Service Manager

GFL Environmental
08.2021 - 08.2023

Revenue Cycle Director

Access Family Care
11.2016 - 07.2021

Senior Team Lead/Trainer

Alorica
10.2010 - 10.2016

High School Diploma -

Seneca High School

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Ashlee Wheeler