● Directed all aspects of business operations—strategy management, programming, business development, and client imperatives. ● Turned around operational performance in 24 months by championing operational improvements and quality assurance (QA). ● Positioned 3+ departments to increase their productivity by reviewing feedback and creating efficacious operating procedures.● Increased earning potential by 25% by establishing and managing long-term relationships with manufacturers and distributors.● Developed cohesive, high-performing departments by managing employee development, and developing management strategies. ● Wrote and created employee scripts, templates, and macros across Sales, Customer Support, and customer-facing departments. ● Reviewed industry and market trends and implemented changes to operations and techniques to improve customer experience.● Applied data analytics to identify and implement programs to drive customer automation and ensure equity of product offerings.● Delivered high-demand pharmaceuticals to key clients that included governments, hospitals, and insurance companies.

● Developed Standard Operating Procedures for Customer Support, Quality Assurance, and Account Management departments. ● Scaled the Support and Account management teams from 3-40+ members who interact with clients via phone, email, and chat.● Reduced company chargeback rate by 1-2% quarterly by providing actionable items to diverse departments across the business.● Scheduled and trained international and domestic departments of Customer Service, Account Managers, and Quality Control.● Created standardized metrics and KPIs to monitor employee productivity and workflow and identify coaching opportunities.● Implemented multiple customer service strategies using different CRMs, call flow management portals, and web traffic sources.● Reviewed performance of teams and conducted 1:1 coaching with team leads and front-line employees to improve performances.● Retained over $3 Million in revenue through outreach and retention processes.

● Created a support platform from scratch, integrated first CRM, generated standard operating procedures for each department.● Developed and implemented performance management, goal setting, developmental planning, evaluations, and promotions. ● Played a key role in managing a team of 20+ Support Agents & Account Managers to ensure quality performance of tasks. ● Exemplified strong interpersonal skills resulting in outstanding communication, flexibility, teamwork, and group cohesiveness.