Area Manager, Service Alternatives Training Institute

• Jan 2022 - Present

Customer Service Manager

• Jul 2019 - Jan 2022

Manager for a remote team of 14 customer service reps General Office Management Support of all team members Support and follow-up for the local sales team Develop Customer Care team representatives through coaching and performance management, educating the team through the lens of our customers. Managing the support of customer orders through billing using Demand Bridge and Smart Sheets, to ensure the highest levels of customer satisfaction. Supporting customer/client accounts on Four51 and Marcom platforms. Performs Team Management activities including hiring, tracking of time and attendance, team member counseling, scheduling, evaluating work performance, and assisting in skill development. Coach team members on approaches and best practices for thoughtful customer interactions, root cause analysis, and successful issue resolution. Collaborate with senior management to develop goals, objectives, and measures for the assigned areas in light of overall department and organization strategies. Responsible, along with senior management, for the development of short-and-long range plans for assigned area and for providing input into global strategy as it relates to customer experience. Manage escalations by coaching the Customer Care staff or by speaking directly with internal and/or external customers. Identify and drive operational improvements in the Customer Care team to ensure best practices and process efficiencies. Recommend and develop new policies and processes for allocation, reserving, and order prioritization as needed based on changing trends, product allocation challenges, and process inefficiencies. Monitor performance metrics on a weekly and monthly basis to ensure compliance to processes and to identify training opportunities. Show less

Business Operations Manager

• Oct 2018 - May 2019

Assist in the customization, data quality, and training projects for a customized and complex Salesforce.com implementation. In carrying out these responsibilities, executed some traditional system administrator activities (such as user maintenance, simple configuration, ad hoc reporting, training etc.) and will also responsible for supporting the day to day needs of implementing new business practices utilizing Salesforce.com.

Sales Operations Partner

• Jul 2017 - Oct 2018

Improve members’ value by adding strategic business partnerships based on internal and external analytics. To help grow community pharmacies, in our constant evolving pharmaceutical industry, through strong long-lasting partnerships. Initial efforts at WSPC (FY17) increased suppliers by 38%.Streamline processes, tools, and resources that increase efficiency to drive greater sales effectiveness and increased sales productivity. Design and generate dashboards, reports, and statistics that support better decision making and process improvement within the organization. Key Competencies:• Event management: meetings & conferences• Facilitating classroom, webinar, and one-to-one presentations• Training and development of customer service teams• Process improvement and organizational communication• Fulcrum for pharmaceutical Sales and Marketing support• Salesforce.com administrative support Show less

Customer Onboarding Specialist

• Jul 2016 - Jul 2017

Coordinate with various teams across the company to onboard customers quickly and efficiently. Ensure all required documentation is collected from customers, utilize project management skills when supporting large customer accounts that are being onboarded. Coordinate with various teams across the company to onboard customers quickly and efficiently. Ensure all required documentation is collected from customers, utilize project management skills when supporting large customer accounts that are being onboarded.

Pharmacy Solutions Specialist

• Aug 2015 - May 2016

Served as primary point of contact for all Good Neighbor Pharmacy programs in Orange and San Diego Counties and parts of Inland Empire and Imperial Valley. Ensured pharmacy compliance, and managed customer service for 120 accounts including branding, continuing education opportunities, and providing solutions to customers related to generic drugs, third party networks and pharmacy front end business.  Collaborated with Business Development Manager to identify sales opportunities in retail and long-term care solutions. #1 Pharmacy Solution Specialist in converting customers to new third party network options for the company and achieved 99% of goal for generics revenue and programs. Show less

Training Process Improvement Specialist

• Jun 2013 - Aug 2015

Organizes and conducts high quality training programs and workshops for new and existing associates. Reviews, evaluates and modifies existing and proposed programs. Assesses training needs and prepares new courses for functional subjects, prepares, designs course methodology and performs classroom instruction.

Customer Transition Specialist

• Jan 2012 - Jun 2013

Responsible for communicating to national customers upcoming changes and supporting them throughout the change process.Meets set goals and expectations each month related to customer communicationsTravels 25% of the time to meet with customers all over the nationSome work in project management as well as in training development.

Manager PBM Network Operations

• Jun 2007 - Jan 2012

Manager for Third Party Network services helpdesk staff. Build and maintain relationships with PBMsCoordinate weekly and/or monthly calls with PBM's to discuss customer issues, contracting items and any other related issues.Directed the effort to enhance MTM presence in our pharmacies.Manage the Savings Club Programs for network pharmacies. Provide information to our account managers.Attend trade shows to enhance organization presence with Sales team and business associates. Update and review policies and procedures.Organize weekly staff meetings.Manage escalated customer calls.Local committee member for Diversity and InclusionCoordinate time cards and staff schedules. Hire, review, evaluate and train staff. Show less

Customer Service Manager

• Aug 2005 - Jun 2007

Manage a team of 10-12 Customer Care Reps Hire and evaluate team performance. Develop and implement a training program. Process customer complaints and credits. Utilize Shortel call monitoring software. Coordinate resources with other departments to ensure that the customer orders processed in an accurate and timely manner. Integral in implementing a 24-hour order-processing program. Integral in the company reaching #4 in service the industry in one year from previously not rated and #3 the following year. Show less

Director

• Jun 2003 - Jun 2005

Missionettes Program Director and Children's Worship Team; Coordinate with Church administration on teaching materials. Responsible for: budget control, teacher training, event scheduling, Activity planning, teacher recruitment and teach classes as needed. Missionettes Program Director and Children's Worship Team; Coordinate with Church administration on teaching materials. Responsible for: budget control, teacher training, event scheduling, Activity planning, teacher recruitment and teach classes as needed.

Product Support Specialist

• Oct 2000 - Jun 2005

Technical training and support of proprietary financial software Assist with installation and trouble shooting of software products i.e. Access, Oracle, and SQL Adaptive Server Anywhere Support of web based training program and assist users with conversion of data from btrieve to ASCII files In-depth knowledge of all supported products Monthly customer issue data reports in Siebel and IAvenue Project team leader Provide customer Onsite training as required Product Champion for Moody's Avanti/Sales team support Show less

Senior Customer Service Representative

• Feb 1987 - Oct 2000

Interface with shipping, receiving, order entry and marketing Support for the Sales force Provide warranty details and product information Management of Unauthorized returns Answer customer correspondence Value Chain Team Chairman Returned Goods Training Team Resolution of receiving department problem shipments and returns Facilitating Team Leader Customer Service Planning Process for Productivity Plus Team Productivity Plus Team Leader/Design Team/Core Team Member Show less