For the PHASER (Pharmacogenomic Testing for Veterans) program I support the upper management structure with administration, Outlook communication and scheduling, our SharePoint site, office management, event planning, and other various supporting tasks. We are successfully navigating the program to completion, and it is now being taken over directly by the National Pharmacogenomic Program! -Support Project Manager and Primary Investigator for the PHASER Program (Pharmacogenomic Testing for Veterans) with Outlook inbox management, Teams/Outlook meeting bookings, PowerPoint presentations, transcription, proofreading, Teams meeting support, etc. -Liaison between off-site office and Durham Veterans Affairs Medical Center for Federal office supply acquisition.-Manage company SharePoint and YouTube channel, including meeting recording archive, page updates, permission assignment, and video editing. -Build PowerAutomate logic to simplify repetitive tasks for high-level staff. -Collect and analyze metrics from monthly meeting attendance and polls, converting them to simple data for management. -Coordinate on-site events for remote staff, including space booking, reservations, and technical support.-Maintain multi-thousand member email distribution groups, monthly meeting bookings, and newsletters. -Keep office stocked, equipment clean and functional, and manage keys to office and supply room.

Being the Vendor Support Manager involved overseeing and organizing the merger of all 5 Vendor Services/Vendor Relations Teams within the Primeritus Family of Companies (Prime Family) including Consolidated Asset Recovery Systems, Primeritus Financial Services, Inc, Global Investigative Services, Find Track Locate, and Roquemore & Roquemore. -Adapted face-to-face management strategies to a remote structure to facilitate communication across multiple states and time zones. Evolved team structures to adapt with the fluctuating merger environment.-Conducted interviews for admin positions and coordinating team training. Created comprehensive and up-to-date training manuals and video guides for reference.-Spearheaded the Field Agent Reconciliation Project to contract agents consistently over all Primeritus companies. Responsibilities also included compiling master lists of field agents and other 3rd party companies to determine overlap and areas of opportunity.-Coordinated client audits on a weekly basis, maintained and updated Netsuite accounting system with the current agent direct deposit information, and led weekly meetings with management peers.Company Merger and Departmental Restructure November 2020 - February 2021-Designed and effectuated the departmental makeup of the Vendor Support Team from the five Vendor Services/Vendor Relations Teams for the Primeritus Family of Companies merger. Responsibilities also included development of a national team structure, creation of maps based on field agent density and state requirements, and reconciliation of multiple department manuals into one.-Improved tracking of accounting, on/offboarding, background checks, and legal compliance documents through development of new forms and checklists in Excel and Adobe Pro.

Being the Vendor Services Team Lead required high level knowledge and awareness of company policy and procedure to maintain client needs and expectations. This position also oversaw the Claims department, being the liaison between the team and upper management for compliance escalations. Tasks included but were not limited to: -Managed a team of 5-6 admins for Vendor Services which included the Complaints Department.-Project creation and delegation based on company needs, compliance policies, and federal regulations.-Supervised monthly calls with clients to review their portfolio and complaint log. Collected documentation for monthly and annual client audits for contractual obligation and federal regulations. -Developed training manuals and videos for internal and 3rd party use on company systems. Trained and coordinated training of new team members utilizing 4,3,2,1 Method.-Acted as the escalation point for the Operations, Transport, and Remarketing Teams.-Oversaw the collection of compliance documentation for over 900 field agents.-Initiated the reorganization of the company Sharefile to improve efficiency and establish consistent practices.-Attended Franklin Covey seminars targeting leadership, time management, and quadrant prioritization.

Primary focuses included:-Accurately maintained a database of certificates of insurance, state licensing, lot inspections, and various documentation for field agents. -Vetted and negotiated fee schedules for newly contracted field agents. Performed online training sessions for field agents via GoToMeeting, Zoom, and Teams.-Monitored multiple inboxes, incoming faxes & phone calls for the team, acted as an escalation point for the Operations staff and Accounting disputes, and led hands on training for Vendor Services.-Supported the transition to Digital Recognition Network Live Recovery Process and secured agents for an 82% scan density.-Updated company legal policies to include UDAAP, FDCPA, and Breach of Peace federal guidelines.

-Fulfilled online orders accurately and efficiently. -Oversaw all online ordering systems and a team of 3-5+ associates. -Maintained monthly performance metrics.-Upheld customer service standards through daily phone calls, customer surveys, shipment tracking, online order oversight correction, and monitoring for errors such as miscounts or incorrect labeling. -Managed the Black Friday inventory tracking team, delegated departments to team members, and prepared the online system reactivation. -Oversaw sales and marketing of Product Care Plans and volume producing items. Received the commendation Product Care Plan Champion and Digital Champion for 2017. -Discussed and enacted safety policy adaptations bi-weekly as a member of the safety team.

-Organized inventory and overstock within the backroom and operated power equipment.-Maintained the inventory database and filled shelves with the appropriate stock.

-Performed in-home presentations weekly and met phone call quotas monthly.-Trained incoming sales representatives individually and assisted the marketing team with calls, presentations, and the customer database.-Attended the 2013 Vector Marketing Conference for sales performance enhancement.