Sabrina Wagner Email & Phone Number

•Manage the Customer Service team, the Customer Service Specialist, the Export Customer Service Specialist, and the Order Demand Analyst team•Partner with a range of interoffice teams and managers on critical issues•Develop, implement, and drive special projects•Serve as a driving force for continued process improvements•Continuation of Customer Service Supervisor duties at a heightened, more in-depth, level

• Supervised the Customer Service team, as well as the Export Account Representative•Maintained up to date knowledge on domestic, government, and international customer needs and processes; Provided coverage and support for Government Rep and Export Account Rep as needed•Acted as a primary member of the top company project to launch a new internal Enterprise Resource Planning (ERP) system and associated E-commerce platform; Provided in-depth insight to departmental procedures, functioned as a main decision maker for program development, performed extensive testing of new system •Lead and motivated all direct reports: provided feedback, coaching, and counseling to enhance and improve employee performance•Conducted team meetings as well as individual monthly 1:1 meetings with each direct report•Directly responsible for team’s performance reviews•Ensured that the CS team provides superior account management, accurate order processing, and addresses customer requests in a timely and efficient manner•Promoted team accountability to improve quality and customer satisfaction•Served as a main resource and problem solver for Field Sales inquiries and issues•Worked closely with new team hires to implement training methods that would best apply to their learning style•Reviewed processes and department service deviations to appropriately address with CS team members; develop process improvement and provide necessary training to avoid such deviations from occurring repeatedly•Supported the CS team on the floor as needed; Taking routine calls, processing email orders, and personally managing critical and sensitive customer issues•Partnered cross-functionally with a range of other interoffice teams and managers on critical issues•Developed, implemented and drove special projects as assigned•Proactively identified problems and offered alternative solutions•Exhibited strong interpersonal and communication skill when dealing with both internal and external customers

•Served as the lead individual responsible for training new department hires; Developed and executed individual training programs for each new hire based on their individual skills, progress, and needs•Developed an Infor LX ERP training guide to serve as a pivotal tool for new team members to reference for both commonly used and more in-depth functions •Processed customer orders submitted through phone, fax and email into Infor LX ERP system in a timely manner •Initiated customer account creations as well as product quality complaints •Collaborated cross-departmentally with members of Sales, Accounts Receivable, Logistics, Product Shipment, Receiving, and Quality to resolve varied outstanding customer issues •Maintained a strong communication relationship with both Nuclear Medicine and Definity® customers via phone and email•Used a multitude of order/customer management software simultaneously on a daily basis, including: Infor LX ERP, Esker, Intellichief, Precision, and Salesforce•Acted as the back-up for the Government Customer Service Representative; Worked with Commercial Contracting and Commercial Admin Specialist to perform contract renewal tasks •Trained in all aspects of and acted as full back-up coverage for the Export Customer Service Representative; Trained in Export compliance; Communicated with international customers via email; Entered international customer orders and provided appropriate shipping documents; generate Certificates of Origin for shipments sent to Costa Rica, work with Regulatory and Logistics to obtain approval and schedule bookings for international shipments; generate international Proforma Invoices; participate in Clinical Grant shipment meetings•Performed weekend shift duties, which included weekday after-hours on call phone coverage and overseeing of the order fulfillment from the Sunday product manufacturing run•Achieved 0% error rate since becoming a member of the Customer Service department

• Functioned as a leader for the team; delegated daily tasks and developed improvements for standard operating procedures • Managed the ordering of all medical and office supplies for the clinic; Interacted with pharmaceutical sales members and veterinary supply vendors to facilitate both orders and returns• Maintained all hospital inventory; Responsible for managing logbooks for all drugs classified as controlled substances• Entered data into Animal Intelligence clinic management software • Served on the Start Up Committee for an upcoming clinical management software, Pack Leader DVM• Handled and restrained dogs, and cats; obtained vitals and administered injections/medication• Obtained patient blood samples via venipuncture and placed IV catheters• Prepared and read in-house laboratory samples via microscope and IDEXX in-house laboratory devices• Interacted with clients; scheduled patient appointments, checked patients in and out, obtained patient histories, created patient procedure estimates and discharge instructions, and answered questions about hospital procedures• Prepared, anesthetized, and monitored patients during anesthetic procedures• Assisted in deep ear cleaning procedures under anesthesia and performed intradermal skin testing• Filled patient prescriptions; Mixed individual patient allergy serum for both injectable and sublingual administration• Answered telephones, handled financial transactions, filed and updated patient records

Dracut, Ma

• Acted as a senior technician and was responsible for assisting in training of new hires• Entered data in to Avimark clinic management software• Directly Interacted with veterinary supply vendors to facilitate hospital product returns • Handled and restrained dogs, cats, and exotic animals; obtained vitals and administered medications• Interacted with clients; obtained patient histories and answered questions about hospital procedures• Provided assistance to doctors during appointments and surgeries; performed blood draws and catheter placements, administered vaccines, stained and read slide samples, prepared laboratory samples, obtained patient x-rays, assisted with ultrasounds, monitored patients under anesthesia, assisted in dental cleanings, collected and prepared specimens for rabies testing, and filled prescriptions, among other hospital duties • Performed patient blood samples with the use of IDEXX in-house laboratory devices

• Performed air and surface environmental monitoring in the Component Preparation Area (CPA) of a radioactive pharmaceutical manufacturing facility; used specialized mobile equipment, such as RCS machines, MetOne Particle Counters, and Rodac plates• Prepared dehydrated media in order to use for culture growth• Streaked cultures onto agar plates • Gram stained and performed microbiological identification• Compared data from current and previously conducted studies by recording trends in Microsoft Excel• Created new, self-updating inventory list for the microbiology group using advanced Microsoft Excel techniques

Merrimack, Nh

• Handled and restrained dogs and cats; administered food and medication• Interacted with clients; made patient appointments, checked patients in and out, and answered questions about hospital procedures• Provided assistance to doctors and technicians during appointments and surgeries; perform blood draws, stain slide samples, take patient x-rays, assist with ultrasounds, and fill prescriptions• Answered telephones, handled financial transactions, and entered data in to Avimark clinic management software

Bachelor Of Science (B.S.), Pre-Veterinary Studies

Activities and Societies: Lenfest Animal Health Center, Front Office - Work StudyGraduated Cum Laude

Associate Of Science - As, Veterinary/Animal Health Technology/Technician And Veterinary Assistant