Experience

Stafford Communications Group

• United States
• Outsourcing and Offshoring Consulting
• 1 - 100 Employee

• Account Manager

  • Mar 2020 - Present



TMP Direct

• United States
• Outsourcing and Offshoring Consulting
• 1 - 100 Employee

• Client Operations Manager

  • Oct 2014 - Mar 2020

  •Developed productive, trustworthy, respectable working relationships with each client. •Responsible for developing all product information and step by step client procedures for front-line staff through use of RoboHelp software and SB Client. •Managed quality assurance process to ensure actionable feedback was provided from client to call center agents for coaching. •Actively participated in bi-monthly client quality call calibration sessions. Hosted weekly client meetings for project status updates and feedback. •Developed monthly KPI and inventory reports for each client. •Prepared and presented quarterly client presentations. •Worked closely with client and internal IT department to successfully design, develop, implement and manage numerous system changes and enhancements to Microsoft Dynamics. •Successfully took on additional responsibilities of Account Supervisor/Trainer, and provided daily coaching, call monitoring, new hire training, and new product training, making significant improvements in quality assurance trends, team success and client satisfaction. •Lead the most successful client team within TMP Direct with the highest quality scores. •Reviewed and provided feedback and recommendations to client on claim related issues.



Bayer

• Chemical Manufacturing
• 700 & Above Employee

• Assistant Manager, Consumer Relations Operations

  • Sep 1998 - Jan 2012

  •Effectively managed call center vendor relationship and monitored daily call center KPI’s. •Strong focus on monitoring, training development and certification of new hires.•Oversaw the development of product training materials for new hire classes.•Developed effective training assessment tools for new hires and trainers to identify need gaps for continuous improvement opportunities.•Developed an effective training assessment tool to identify pass/fail scores for certification.•Member of the medical claims assessment team. Main liaison between the consumer, Consumer Relations Management, Drug Safety, and Legal. Composed all responses to consumers regarding final claim outcome.•Handled all sensitive consumer contacts including product liability claims, tampering, quality issues, media and legal threats.•Composed written communication to upper management notifying them of potential threats. •Worked with consumers to minimize liability exposure for the company and negotiated with consumers to ensure satisfaction and consumer retention.•Member of 24/7 emergency contact list handling after-hours calls from consumers related to potential product tampering or adverse events.•Created all department procedures and guidelines for front-line staff. •Audited Call Center vendor to ensure FDA procedures regarding documentation and file retention were being followed.•Managed the communication flow of information between Bayer Consumer Relations, Bayer Drug Safety and external call center to ensure accurate capture of all adverse events and compliance with standard operating procedures.•Authorize consumer reimbursements.•Monitored data integrity and provided feedback for training opportunities.•Conducted calibration call monitoring sessions with vendor, ensuring that representatives were meeting or exceeding quality assurance standards.•Managed all front-line staff when in-house, which included hiring, coaching and writing formal performance reviews.



Bayer HealthCare, Consumer Care

• Brand Information Specialist

  • Mar 1995 - Aug 1998

  Evaluated and reported emerging trends based on consumer feedback to the organization as well as effectively hired and trained all new-hire front-line Consumer Relations representatives. •Provided leadership to front-line Consumer Relations representatives by developing and using effective training techniques, communication tools, product information training materials and procedures for the complete product line.•Hired and trained all front-line staff personnel on complete product line and procedures.•Worked with internal departments to research inquiry requests from consumers and composed response letters to address their inquiry in a timely manner.•Maintained accurate and current product information for an on-line reference tool for front-line staff.•Effectively worked with Public Relations Director to develop talk points for front-line staff to address consumer inquiries and concerns related to media information regarding Bayer Consumer Care products.•Evaluated consumer feedback and brought emerging trends to the forefront, making appropriate recommendations to the organization.

• Consumer Relations Specialist

  • Sep 1992 - Mar 1995

  Ensured consumer’s inquiries and concerns were accurately responded to in a courteous, friendly, knowledgeable manner.•Ensured a superior consumer experience by addressing consumer inquiries and concerns in a timely and empathetic manner. Cross-sold to more appropriate products within our product line when appropriate.•Logged all consumer contacts into our CARE (Consumer Affairs Response Editor) database.•Managed a wide variety of customer service and administrative tasks to resolve consumer issues quickly and efficiently.•Member of the first Consumer Relations Department for Bayer Consumer Care, assisting with the development of department procedures, guidelines and product information tools.