Derrick McNeil

About Derrick McNeil

My happy place is solving complex problems and making executive recommendations based on data driven points. Customers should not be burdened with company processes. Specialties include but not limited to- Program & Project Leadership and development on an Agile schedule- Influencing without Authority- Managing globally dispersed teams- Driving critical process improvement, root cause, and delivering high level overviews- Fervent passion for improving day to day and long-term operational initiatives- Balancing compassion versus accountability- Creating and driving unparalleled career experiences.

Experience

1. Manager, Digital Product Support

   Memorial Hermann Health System

   Nov 2022 — Present · Houston, TX, US

   Spearheaded the creation and operational launch of the Digital Product Support team for Memorial Hermann Health System, the largest non-profit health system in Texas. I recruited, trained, and led a team of 3 analysts dedicated to providing critical Tier 2/3 operational support across six high-stakes patient and provider platforms, including Epic/MyChart, Salesforce CRM, and Virtual Health.My strategic focus was on driving efficiency and scale. I designed and deployed comprehensive, end-to-end support pathways that resulted in a measurable increase in team productivity and a significant reduction in average ticket resolution times. A major achievement included directing the patient-facing support strategy for a massive system-wide Epic/MyChart implementation across 14 hospitals and 55 clinics, coordinating the training and deployment of a 150-person activation staff. Furthermore, continuous improvement initiatives, such as overhauling the canned response knowledge bank, resulted in a 65% increase in single-response resolution rates, profoundly simplifying the patient support journey and minimizing overall ticket submissions.*Nominated for Employee of the Year 2024*

Education

• Dallas College

  ACC, Biology

Skills

• Visual Merchandising
• Retail
• Fashion
• Loss Prevention
• Recruiting
• Sales
• Store Operations
• Customer Satisfaction
• Microsoft Word
• Staff Development
• Inventory Control
• Selling
• Training
• Driving Results
• Hiring
• Leadership
• Inventory Management
• Team Building
• Management
• Sales Operations
• Sales Management
• Time Management
• Customer Experience
• Human Resources
• Customer Service
• New Store Openings
• Merchandising
• P&L
• Store Management
• Retail Sales
• Profit