Jenny Baethke Email & Phone Number

Algonquin, Il

Hoffman Estates, Il

Managed 4 customer service call centers and teams with direct reports of 4 supervisors, 2 specialists supporting 22 coordinators. Together we provided order fulfillment, product guidance and price management support for full line automation products that included devices and components to our distribution partners and specialty customers. Hired by Omron to integrate businesses and align customer care regions to create a unified Americas organization which included locations in the US, Canada and Mexico.Team Contributions / Accomplishments: BEST TEAM I HAVE EVER WORKED WITH!- Integrated and transitioned the Safety division business; order fulfillment, product support, configuration and registration, process streamline and implementation, pricing and credit programs, expedite process, systems and distributor performance history from California to Illinois team.- Hired, trained and implemented Customer Care team for new location office based in Mexico; assisted JDE project team in system version upgrade and implementation within MX as test region to align for future Omron US and Canada implementations.- Created and implemented Business Continuity Planning resulting in remote agent capabilities/access to ensure 24/7 support during office closure/business down situations and prepare for future business expansion. - Developed, implemented training checklist and cross training programs for new and existing CC personnel that strengthened the teams' knowledge and capabilities.- Developed and created Supervisor and Specialist positions to drive improved performance and accountability of team, streamlined Coordinator roles, responsibilities and position headcount.

Lake Forest, Il

Auxilium acquired Actient Pharmaceuticals in 2013. Retained to transition the customer service operation from IL to PA. In 2012, created customer service operations for Actient based in Lake Forest, IL and moved two acquired company's from former locations. Managed 2 customer service call centers and teams with direct reports of 2 team leads and 8 specialists; provided order fulfillment and technical support of men's health medical products which included pharmaceuticals, device and accessories to healthcare professionals and patients.Team Contributions / Accomplishments:- Implemented CIC I3 ACD technology, improved customer call response and reporting. - Identified key process improvements, implemented to improve efficiency, customer support and compliance alignment.- Created and documented procedures and training materials for future growth and knowledge base training.- Implemented new business model, utilizing local and national durable medical equipment suppliers and distribution channels to improve product supply.

Deerfield, Il

Managed customer service call center’s multiple teams with direct reports of 6 supervisors supporting 70 specialists to provide prescription management and order fulfillment of medical product supply direct to the peritoneal dialysis home patient.Team Contributions / Accomplishments:- Decreased aging customer holds by 50%, implemented bi-weekly call processes that increased customer touch points and improved turnaround of hardware recovery and revenue.- Reduced manual contract review process by 75%, improving specialist accuracy, decreasing replacement order shipments by 60% and paper process by 100%.- Awarded the 2008 International Service Excellence Award, Division of Large Business; HomeCare Services featured in September 2009 issue of Customer Service Excellence magazine.- Implemented automated Customer Survey program

Lake Zurich, Il

Managed 2 customer service call centers for 2 separate companies with direct reports of 20 specialists including 2 supervisors to provide order fulfillment, technical support, contract and pricing management of dental equipment to the dental distributor, federal government and direct customers.Team Contributions / Accomplishments:- Updated ACD call technology, implemented Cisco IPCC Express; improved customer call response time from 8 minutes to 35 seconds and reduced abandon call rate from 30% to 6%.- Improved order processing and reduced process steps by 30% for International, distribution streamline and order/revenue cycle by utilizing Kaizen and 6S.- Streamlined contract/pricing function, increased billing accuracy, reduced open AR, DSO, centralized and secured contracts.

Roundlake, Il

Managed the Corporate Product Surveillance call center and led a team of 25 associates to provide customer responsiveness through the administration of the global complaint handling and adverse event reporting processes.Team Contributions / Accomplishments:- Enhanced complaint trending process; revamped data, implemented communication mechanisms and processes to connect business interfaces; improved root cause analysis and corrective and preventative action response time.- Increased communication and responsiveness to the FDA as point of contact related to complaint issues.

Deerfield, Il

Managed the corporate specialty call center and led a team of 13 to provide order management and fulfillment, dispute resolution and pricing administration for the Federal Government customer supporting all the divisions of Baxter.Team Contributions / Accomplishments:- Reduced annual invoicing costs by $60K for credit card processing; created and implemented system enhancements moving to paperless transactions.- Improved customer responsiveness; implemented metrics, measurement and tracking mechanisms, standard operating procedures and cross training to ensure operational excellence.

Roundlake, Il

Responsible for the analysis and provision of business requirements for National Business Services, communicated information to technical staff for the development of the BAM/JD Edwards System. Involved in the design, development and training of contract management, pricing and compliance incentive applications.

Roundlake, Il

Managed 2 departments with team of 14, responsible for tracking customer contracts to ensure annual commitments were met and then processed incentive payments according to contractual agreement. Responsible for management and reconciliation of $30 million incentive accrual account; provided annual forecast using business growth and payment trend information.

Deerfield, Il & Roundlake, Il

Managed a team of 13 responsible for the contract management of specific group purchasing organizations (GPOs), channel operations and direct business. Provided pricing administration, product implementation, system maintenance, billing, price dispute resolution, collection and accounts receivable management.