• Builds a long-term business partnership with each assigned customer based in trust and confidence that their needs and issues will be addressed and resolved in a timely and professional manner• Proactively investigates customer issues and is responsible for “end to end” total issue resolution to ensure customer satisfaction. • Acts as a consultative business partner continually identifying opportunities to improve the customer’s business through increased utilization of ABC service/programs/solutions.• In collaboration with the sales executive and district director helps to create, plan, and execute customer business plan.• Effectively manages the assigned territory with a regular call cycle that results in the delivery of defined customer touches, while also making off-cycle discretionary calls as situations require.

• Oversee a customer care team that includes 11 customer care representatives and 1 customer care supervisor • Continual development of efficient processes and team metrics to provide the best customer service possible• Proven success in reducing our abandoned call rate from 4.6% to less than 2%, as well as reducing our average call hold time from 25 seconds to less than 10 seconds this past year• Frequently interacting with our sales team in order to fully achieve desired results in maintaining customer relationships• Act as a liaison for customers while supporting the Accounts Payable/Receivable Team and the North Region Support Team• Establishing and maintaining relationships with high profile customers by remaining available to them and working with multiple departments within the company to resolve their issues

• Actively monitor and manage the daily inbound/outbound activities of $160+ million dollar in pharmaceutical inventory • Focused management of specific target categories including service level, inventory turns, and owned inventory• Proactively communicating with suppliers to verify delayed or overdue orders and expedite the availability of critical products• Streamline communications between both internal and external clients by assessing and communicating service level needs resulting in increased client satisfaction• Serve as a primary contact for larger, highly demanding accounts to resolve any product availability issues

• Served as the liaison between the client and the account managers by providing the client with efficient and courteous customer service as delegated by the customer service call center• Offered tangible solutions to the client when logistical challenges such as missed shipments, price adjustments, and backorders were experienced• Interfaced with warehouse associates, clients, and field sales associates to ensure that the order procedures were expedited properly• Processed all phone, fax, mail, e-mail, drop-ship, and verbal orders from clients• Spearheaded the management of a top-producing account to ensure that all of their special needs were consistently met and service expectations were exceeded

 Planned, identified, communicated, and delegated appropriate responsibilities and practices to store partners to ensure seamless operations procedures Provided senior leadership and direction to the store team members resulting in an empowered team of individuals committed to achieving team operational goals  Effectively managed and monitored the store staffing levels to ensure partner development and talent acquisition needs were met Balanced supply inventory on a weekly basis maintaining adequate and consistent product levels Reviewed monthly profit and loss statement to track financial progress and ensure the budgetary goals of the store were met/exceeded Implemented creative quarterly promotional merchandising displays to showcase new products and concepts Actively pursued customer feedback in order to better understand the customers’ needs and the specific needs of the surrounding community Became certified as a Classroom Facilitator to train new partners and supervisors in the “Starbucks Experience” class and “Supervisory Skills” class. Was designated Labor Management Specialist and met with my peers and observed operational processes and procedures to help increase efficiency and productivity at their stores.