Joy Gilbert Email & Phone Number

San Francisco, Ca, Us

Leading Customer Success teams, including Client Relationship Management, Implementation and Plan operations. We build and manage effective relationships to bring value and deliver on customers' goals. Bringing success and satisfaction to clients, creating trusted partnerships.

Carrollton, Texas, Us

Leading cross-functional teams through solutions and program design, implementation, and execution for specialty pharmaceutical and insurance plan partners. Supporting business development, payer strategy and provider solutions teams throughout life cycle of client engagement. Responsible for all patient care teams, including 8 pharmacy dispensing locations, field nursing, centralized patient services center. Budget and P&L responsibilities.

Carrollton, Texas, Us

Leading centralized teams providing nation-wide patient services and communications related to intake services and on-going care during medication therapy. Serving patients, prescribers, pharma, and payers through patient-focused activities to increase speed to therapy, compliance and adherence, and reducing administrative burden.

Carrollton, Texas, Us

Leading all new patient on-boarding activities, including teams dedicated to document management, prescriber credential validation, prescription entry, benefit investigation, and financial assistance.

Us

Leadership of Customer Service team, including Quality Assurance team, Patient Care, and Insurance Investigation.

4th employee hired in start up business for a web-based company. Grew to over $100 million in revenues and membership base of 107,000 in two year period. Created and grew department from start-up to international, multi-lingual call center, 24/7 environment, hired and trained all staff, team leads, floor supervisors, training manager, and director. Wrote all policy and procedure, including training documentation, and soft skills training for customer service department, resulting in two week comprehensive training, which was implemented across other departments and became standard training for all customer-facing staff in the company. Created additional specialized training for each foreign country specific to those laws and regulations. Implemented two software systems, CRM and call center software. System administrator for CRM and call center solution software. Public speaking for audience up to 3,500 as monthly live presentations and training for distributors.

Responsible for customer service and account management teams in a digital graphics production environment.Maintained production schedule, including rush scenarios, resulting in on-time delivery of product for customers. Managed team of Account Coordinators, handling and supporting Account Executives. Negotiated deadlines and pricing with vendors, cost savings of over 40%. Project management of custom products in B to B environmentDeveloped solutions to achieve strict deadlines. Converted over 90% clients to on-line ordering system.

Rooms and operations experience including leadership of over 50 employees, financial management of departments, payroll, hiring, training, guest service and satisfaction, purchasing, and project coordination. Reduced credits to revenue by 38%. Managed budgets to forecast within 5%.Resolved escalated guest complaints. Increased guest satisfaction according to Gallup Poll from 3.97 to 4.47 on scale of 5.0Designed an employee incentive program to increase average room rental rate by 12%. Decreased customer complaints by 54%. Opened in-house laundry facility, staffed and trained all employees.Implemented inventory tracking and purchase program, cutting expenses by $2,000 per month. Created large-item inventory replacement schedule utilizing cost savings. Awarded “Leader of the Quarter”