Sam Wilkes Email & Phone Number

Dallas-Fort Worth Metroplex

• Manage the day-to-day delivery operations of 13 markets across 6 states, communicating and collaborating with 10 dispatchers and over 600 active couriers, on average, to ensure reliable provision of 30k+ prescriptions daily• Lead and supervise a team of 5 area managers and 10 dispatchers with a 1300+ courier pool to meet and improve mutually agreed upon performance metrics and adhere to service-level agreements (SLA); on-time delivery (OTD) metrics increased from 70% to 86%, net promoter score (NPS) increased by 3 points, and driver retention has grown by 35%• Collaborate with cross-functional teams to assess the viability of new markets and second windows and to ensure all stakeholders optimally leverage new delivery windows; expanded Austin and Denver markets by opening early morning windows and increasing deliveries by 20-30% • Direct the Fulfillment and Care teams through the process of opening new delivery windows within existing markets and establishing SLAs• Communicate consistently with staff to effectively manage results and countermeasures for market strategy; increased deliveries per route (DPR) by 30% • Create and implement training programs for area managers, dispatchers, and support staff• Mentor and provide performance feedback to regional and area managers to provide excellent patient experience; through collaboration and coaching, rolled deliveries decreased from 5-7% to 0.5% of deliveries• Identify process improvement opportunities and develop and execute programs to address observed opportunities; reduced operational failures by 25%• Track and synthesize data to drive decision making processes; utilize varied technology, including Microsoft Suite, GSuite, OnFleet, WunderBar, OnTime 360, and Tiger Text, to create efficient delivery routes and identify areas of opportunity• Resolve delivery-related escalations between Patient Care and Fulfillment teams, creating SOPs to prevent further issues

Dallas-Fort Worth Metroplex

• Supervised 4 area managers, 6 Dispatchers and over 100 independent contractors in the delivery of medication to nursing homes across Texas, ensuring compliance with company and HIPAA guidelines in the delivery process• Created daily routes, scheduling ongoing and one-time deliveries of 3,000+ prescription medications to 150 unique sites throughout Texas; regularly evaluated the delivery process in order to achieve key performance indicators; maintained a 100% delivery rate despite factors like the 2020 Texas freeze and resulting electrical outages• Collaborated with company ownership and conducted an annual review of pay rates by consulting with couriers in other markets and comparing scheduling practices and benefits offered in order to determine fair market pay for new positions• Assembled proposals for new and emerging business prospects; established a partnership with a new pharmacy in Plano, bringing in $100,000 in near business for FY2020• Supervised 20 pharmacy and clinical staff members; oversaw the life cycle of every special project and request, prioritizing projects and issues, assembling teams to address each project, and streamlining communication through Tiger Text • Developed and maintained a network of contacts of third-party contractors to assist with projects as needed• Designed data collection tools with Google Sheets to track appropriate details in the delivery process and to address customer needs; synthesized data into daily, weekly, and monthly reports for company ownership• Interviewed, hired, and trained all incoming staff members; created and updated all training materials and procedures used for new hires, ensuring HIPPA compliance was maintained and employees were set up for success• Developed and executed annual financial and operating plans in partnership with company ownership; focused strategically on increasing competitiveness in the market and on attracting drivers during the explosion of Uber and Lyft

Dallas-Fort Worth Metroplex

• Strategized with ownership, meeting regularly to determine organizational best practices; implemented discussed processes throughout the business• Supervised a staff of 30 employees, overseeing each step of the employee onboarding and orientation process• Managed expenditures for $1M budget; submitted weekly and monthly financial reports, ensuring year-to-date and monthly spending were within target limits• Created and assembled informational packages for current employees • Developed, implemented, and monitored programs to gauge customer satisfaction and drive guest retention • Created, managed, and executed all special events with budgets ranging from $10k to $50k

Dallas-Fort Worth Metroplex

• Managed the day-to-day operations of the youth center, offering developmental and emotional support services to over 500 youth, ages 11-18, each week• Researched, wrote, and submitted grant applications and proposal requests; exceeded the fundraising goal each year (discretionary grant funds from community-based groups increased by 25% and funding from annual donors by 15%)• Represented the agency on multiple advisory committees, boards and public events• Coordinated volunteer recruitment, training, placement, and monitoring; developed volunteer training materials and programs to increase volunteer retention and to leverage relationships into funding opportunities