Summary
Overview
Work History
Education
Skills
Timeline
AWARDS
Generic

Sylvia OReilly

Avondale

Summary

I am passionate about connecting with people and helping them grow, both personally and professionally. Having worked on the phones for several years before moving into leadership, I have a deep understanding of the work and the challenges my team faces. I enjoy developing others, being supportive, while being their cheerleader in the background. I understand this does involve also being intentional and effortful which will require me to be a tough coach at times. I am eager to take on the next level of responsibility as a supervisor.

Overview

7
7
years of professional experience

Work History

Team Lead (Rep 4)

CenterWell Pharmacy
11.2021 - Current
  • Facilitated Uptraining and continuing education sessions to reinforce skills and compliance.
  • Created and delivered communication training content to enhance advocate effectiveness.
  • Conducted monthly call audits and provided coaching feedback with supporting resources.
  • Mentored Subject Matter Experts (SMEs) to strengthen team knowledge and leadership pipeline.
  • Led daily huddles and team meetings, fostering engagement and alignment on priorities.
  • Managed scheduling updates, adherence modifications, and departmental reporting.
  • Prepared daily AUX and monthly advocate status reports for leadership review.
  • Recognized and celebrated employee achievements to promote morale and retention.

SME (Rep 3)

CenterWell Pharmacy
08.2020 - 11.2021
  • Supported associates by answering real-time questions in department chat.
  • Handled supervisor/escalated calls with professionalism and resolution focus.
  • Educated members on mail-order pharmacy enrollment and processes.
  • Provided clear explanations of benefits and plan coverage.
  • Assisted members with order status inquiries and general customer service needs.

Consumer Engagement Representative

CenterWell Pharmacy
02.2019 - 08.2020
  • Verified physician information to ensure accuracy and compliance.
  • Processed new prescription enrollment requests into the pharmacy system.
  • Educated members on benefits, coverage details, and plan stages.

Education

Bachelor of Science - Management

University Of Phoenix
08.2020

Associates of Art - Business Fundamentals

University Of Phoenix
06.2018

Skills

  • Employee Engagement
  • Training development
  • Researching
  • Quality Assurance
  • Leadership
  • Communication
  • Project management
  • Adaptability

Timeline

Team Lead (Rep 4)

CenterWell Pharmacy
11.2021 - Current

SME (Rep 3)

CenterWell Pharmacy
08.2020 - 11.2021

Consumer Engagement Representative

CenterWell Pharmacy
02.2019 - 08.2020

Associates of Art - Business Fundamentals

University Of Phoenix

Bachelor of Science - Management

University Of Phoenix

AWARDS

Humana Value Award Committed Q1 2025, TL of the Quarter 2023
Sylvia OReilly