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A dynamic leader with a proven track record at companies ranging from start-ups to Fortune 500s such as Johnson & Johnson and Medtronic. I excel in staff development and project management. My career highlights include spearheading the global commercial launches of four different first-in-market products, enhancing service operations processes and business systems, and significantly improving team efficiency. A subject matter expert in logistics and order management, quoting and contract negotiations, customer master data setup, and cash collections, my approach combines strategic vision with practical execution. Specialties: Skilled with Microsoft Office applications including Excel, Access, Word, and PowerPoint. Many years experience in various order entry and ERP databases notably QAD, Oracle, and SAP. Well-versed in all aspects of the quote-to-cash (QTC) workstream. Led QTC team on global SAP implementation project and business lead for all enhancements. Certified customer service coach on strategic interaction strategies. ACD software implementation and metrics reporting. Salesforce.com complaint management implementation. Test script and SOP writing. Metric tracking and reporting. Coaching and performance reviews.
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Director Of Customer ServiceGalvanize Therapeutics, Inc. Sep 2022 - PresentSan Carlos, California, United StatesBlueprinted, implemented, and sustained the workflows for quoting, contract negotiation, order management and logistics, and cash collections for a big bang worldwide launch of three commercial product lines. Created and scaled six service operation process flows to ensure financial, regulatory, and legal adherence while growing the install base to over 100 installs while only adding one headcount. Established sales pipeline of contract extension, renewal, or conversion opportunities with over $4 million in 2024. Lead cash collections to over $1 million per month. 2023 Ascend Award winner for outstanding contributions to Oncology Sales’ success.
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Senior Manager Customer CareJohnson & Johnson Apr 2018 - Aug 2022Redwood City, CaDirected a team consisting of six Customer Care Representatives and a Business Systems Analyst. Monitored customer inventory reprocessed single-use devices, led follow-up on unreturned devices, launched program to charge for damaged, lost, or late device return fees, achieved 99% return rate of used devices. Coordinated cross-functionally to ensure a consistent 98% on-time delivery rate. Implemented and maintained five customer communication channels (phone, email, chat, web, and fax), integrating our could based call center, customer portal, and Outlook with Salesforce Omni-Channel, achieved consistent 96% first call pickup rate and same-day ticket resolution rate of 85% -
Manager, Order Management Systems And TechnologyCepheid Feb 2012 - Mar 2018Sunnyvale, Ca● Lead a team of up to 12 Order Management Specialists (OMS) with an emphasis on the following:o Review orders entered by OMS to ensure accuracy, SOX compliance, and adherence to applicable leasing, rental, and/or GPO contractso Developed first departmental metrics reporting on order and call volumes and qualityo Implemented Customer Service complaint management system through Salesforce.com, developed complaint SOPs, and reviewed OMS complaintso Train new CSRs on departmental procedures, order entry, and phone etiquette, provide on-going coaching as neededo Provide performance feedback, write reviews, and draft performance improvement plans● Review customer contracts for pricing and terms, maintain ERP customer master data accordingly● Led SAP project team for the Quote-to-Cash workstream -
Customer Support Coordinator IvAccuray Dec 2008 - Sep 2011Sunnyvale, California, United States● Triaged and dispatched calls to appropriate workgroup● Interacted with hospitals and surgery centers, internal salespeople, and field service engineers to handle a variety of pre- and post-sales service functions● Coordinated equipment installations, returns, repairs, replacements, and delivery schedules● Created new cases in CRM, pushed dispatched cases to Great Plains, kept cases updated with current status● Entered part orders, RMAs, out of box quality/complaints, labor hours, and case resolution in Great Plains, and invoiced out completed calls● Ran open/resolved service call reports, created pivot tables and charts for management review -
Customer Service SupervisorMedtronic Spine & Biologics May 2006 - Aug 2008Sunnyvale, Ca● Supervised and directed a team of up to 11 Customer Service Representatives (CSRs)● Entered customer POs in QAD, reviewed customer payment and shipping terms noted on POs to confirm compliance with current contract● Conducted interviews and collaborated with other supervisors to make hiring decisions● Coached and trained CSRs on correct customer service policies and procedures, adhering to company, department, and SOX regulations ● Composed and implemented customer service work instructions and Standard Operating Procedures, follow-up through Document Change Order process ● Coordinated quarterly one-on-ones with direct reports to provide performance feedback, conducted annual performance reviews and provided merit increase recommendations● Partnered with field sales representatives to close open orders, manage trunk stock inventory levels, provide quotes, and train on customer service procedures.● Established queries and reports in Access to track relevant customer service data to report to Customer Service Manager and Sales Director -
Customer Service RepEmulation Technology Aug 2002 - May 2006● Processed orders received via phone, fax, email, internet● Coordinated ship dates with Manufacturing, Purchasing, and Distribution● Responsible for all communications with assigned domestic and international customers regarding the following:o Informing customers of ship dates for new orderso Expediting, push-outs, and cancellationso Return material authorizations o Price and delivery quotations via Quotewerks● Managed customer contact information via Goldmine● Answered and routed high volume incoming calls● Prepared commercial invoices and other international shipping documents -
Sales CoordinatorVolex 1999 - 2001• Assisted field sales engineers with forecasting and quoting• Delegated common tasks to customer service representatives• Implemented and maintained Kan Ban, EDI, and safety stock programs• Maintained database per current backlog and component availability dates• Managed engineering change orders (ECO's), handled new product paperwork and coordinated new product introduction (NPI) meetings -
Contract Data AdminCisco Sep 1998 - Sep 1999• Entered new purchase orders and processed invoices• Implemented contract changes submitted via web-based system for customers and field sales reps• Provided administrative support for contract sales representatives, created spreadsheets, presentations, and other office documentation as necessary -
SupervisorRite Aid Pharmacy 1993 - 1998• Supervised a team of 5 – 10 cashiers, ensured quality customer service• Helped Assistant Manager interview and select candidates• Resolved complex customer service issues• Performed safe and drawer audits
Corey Carter Skills
Corey Carter Education Details
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Frequently Asked Questions about Corey Carter
What company does Corey Carter work for?
Corey Carter works for Galvanize Therapeutics, Inc.
What is Corey Carter's role at the current company?
Corey Carter's current role is Director of Customer Service.
What is Corey Carter's email address?
Corey Carter's email address is cj****@****ail.com
What is Corey Carter's direct phone number?
Corey Carter's direct phone number is (408) 541*****
What schools did Corey Carter attend?
Corey Carter attended American Public University System.
What skills is Corey Carter known for?
Corey Carter has skills like Program Management, Access, Software Documentation, Sap, Crm, Powerpoint, Microsoft Office, Medical Devices, Training, Analysis, Microsoft Excel, Data Analysis.
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Corey Carter
Cartana Consulting Solutions Offers Outsourced Finop Solutions For Your Small/Medium Broker-Dealer | Series 27 | Cfo | Accounting | Audit SupportAtlanta Metropolitan Area -
Corey Carter
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1gmail.com -
Corey Carter
Parrish, Fl1reliaquest.com -
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