David Keplar Email & Phone Number

United States

Westerville, Ohio, United States

Columbus, Ohio, United States

Dublin, Ohio

• Supervised and managed a team of up to 9 associates.• Identified and executed process improvements resulting in efficient and accurate issue resolution.• Coached and developed each associate to provide world class customer service.• Proposed and implemented automation solutions to achieve efficiencies.• Provided daily and monthly reporting to senior leadership.• Collaborated with Operations, Finance, Accounts Receivable, and Master Data Management to resolve complex customer inquiries including credit and billing discrepancies and correction of item data errors.• Facilitated cross training in order to provide an exceptional customer service experience.

• Managed projects involving the Customer Care organization.• Identified and executed process improvements resulting in efficient and accurate issue resolution.• Trained and mentored Customer Care managers, 4 in the Naperville, IL call center and 2 in the Richardson, TX call center.• Collaborated with Operations, Finance, Accounts Payable, and Master Data Management to resolve complex customer inquiries including credit and billing discrepancies and correction of item data errors.• Presented coaching opportunities to Customer Care leaders.• Improved first call resolution from 68% to 98% as project lead for integration of drug company and specialty group customer services.• Created and published communications for the Customer Care organization via email and NoticeBoard. Daily communications ranged from showcasing process improvement successes to urgent business continuity process (BCP) matters.• Designed and improved upon SOPs that impact Customer Care including but not limited to non-merchandise credits/debits, shipment errors, and inter-company order transfers.

Canal Winchester, Ohio

• Trained and provided ongoing on-site and remote support for the Customer Care and Account Specialist teams during the implementation of Salesforce.• Provided on-site support for the Inside Sales team during the implementation of SAP which allowed for a successful transition from the previous operating system.• Created and implemented job aids and knowledge articles for training purposes and for reference in the Salesforce Knowledge library.• Conducted weekly knowledge gap/brainstorming meetings with Customer Care leaders and Quality Assurance to identify gaps affecting quality which led to more efficient customer contact documentation and training opportunities.

Somerville, Massachusetts

• Co-engineered and executed the centralization of 26 Customer Care offices to 2 locations.• Worked closely with Operations to identify and standardize divisional process and procedure variances.• Teamed with Corporate leaders to develop a nationwide business continuity process (BCP). Created and maintained documents pertaining to potential BCP events on SharePoint.• Collaborated with Operations and Internal Audit to develop a miscellaneous credit/debit SOP to comply with Internal Audits.• Streamlined back office team processes by creating SOPs, job aids, and identifying redundant processes.

Mansfield, Massachusetts

• Managed team of 10 onsite in Boston, along with a team of 8 in Chicago. • Created and enhanced departmental operational processes with the goal of total issue resolution.• Researched and provided accurate information in response to complex customer inquiries.• Formulated and enforced policies, procedures, and quality assurance measures.• Facilitated cross training in order to provide an exceptional customer service experience.• Ensured team members were empowered to resolve customer inquiries through effective coaching and delegation.• Member of SAP implementation team, testing, training, and rollout across US divisions.

Malden, Massachusetts

• Performed daily, weekly, quarterly, and annual inventory cycle counts.• Researched inventory discrepancies.• Resolved vendor receipt discrepancies in Lawson system.• Maintained min/max stock levels in AS400.

Malden, Massachusetts

• Averaged 60 inbound calls per day from pharmacies and long term care facilities.• Designated hospital and key accounts representative within 3 months of hire.• Created and maintained manufacturer contact list to streamline communications channels for the team.