Tammy Summers, Mba Email & Phone Number

San Diego, Ca, Us

San Diego, California, Us

-Interview, hire, onboard, train and continually coach a team of customer service representatives to set them up for success and help them reach company performance goals. -Develop and manage standard operating procedures (SOPs), workflows, and scripts to set customer service reps for success. - Create and track customer service goals and KPIs as well as daily progress in meeting important business metrics. - Document all interactions with clients, patients, respond to customer inquiries on a regular basis and receive and implement customer feedback to improve the quality of service. - Prepare and distribute customer/patient communications, such as letters, phone calls, invoices and collections. - Responsible for coaching and developing 20+ customer service representatives in the US and Philippines across a 7-day work schedule 24hours a day. After tracking for 4months of traffic, 24 hours was reduced to 14hr a day shift. -Facilitated and participated in projects to streamline the data privacy policy, complaint handling process, Salesforce CRM, B2B order handling and customer journey scenarios. - Collaborated with cross functional teams such as Quality. Regulatory, Software, Marketing, Legal, Sales, Warehouse, Engineering and vendors for the projects mentioned above. -Streamline workload by creating and reviewing and modifying policies and procedures across direct to consumer, enterprise and B2B customers.-Collaborate with Account Managers for B2B companies in the healthcare, private and enterprise sectors. -Delivered executive-level reporting on VOC metrics and KPIs, driving strategic changes that improved team efficiency and customer outcomes.

San Diego, California, Us

This was a position created for me in January 2022, since the company needed a systems and training manager due to department growth. - Interviewed, hired, onboard and train 2 trainers and 1 Business Operations Specialist for these roles. - Review training material and assessment along with practice training sessions with trainers for product and process training. (Onboarding and Continous Training) - Review training material for 3rd party HCP (Health Care Professionals) for trainers to present. - Facilitated the business system model with business operations specialist to review FDA complaint process workflow to reduce the number of days complaints close. -Collaborated with legal team and customer service to create a process for data privacy requests from customers within 30days. -Mentor and coach direct reports using Situational Leadership to identify management style for tasks and DISC for communication. -Implement initatives to address operational gaps that could result in a training departments.- Partnered with the sales team to drive above-average sales increases, contributing to a 15% revenue growth over one fiscal year through enhanced customer interactions and technical support insights with sales and support training. - Designed and implemented an onboarding training process, reducing new employee ramp-up time by 30% while maintaining high-quality performance standards.- Boosted employee retention by 20% through fostering a culture of continuous learning, professional development, and transparent communication during organizational transitions.- Led a cross-functional team to optimize customer complaint handling processes, reducing resolution time by 40% and enhancing overall customer satisfaction. - Lateral management role to Customer Service Support manager due to company changes. I continued to manage the training and systems team until January 2024.

San Diego, California, Us

- Receive and document customer calls and emails regarding complaints and inquiries with the Cue Health Monitoring system and test cartridges. - Collaborated with the software developers to provide feedback on the Cue Health app to learn how to train the team. - Collaborated with 3rd party vendors to implement Salesforce as our new CRM system. Previous experience with other employers using Salesforce allowed me to add insight to the system needs for the support team. - Product investigation for returned material to identify a root cause that could result in a NC or CAPA.-Facilitated a weekly webinar with customers learning how to use the Cue Health monitoring system - Assisted manager with duties while on PTO by leading the staff meetings or joining managerial meetings and report back to manager.

-Responsible for complaint and inquiry intake via phone and email for US or European customers. -Investigate complaints and collaborate with quality assurance for complaint closure. -Review monthly and quarterly complaint, investigations and inquiry metrics. - Identify NC (Non-Conformance) and CAPAs through complaint investigations and resolved by deadline. -Review special controls training documents to ensure compliance of our NephroCheck product use. -Managing 1 technical support assistant by providing guidance and mentorship for professional growth.

Birmingham, West Midlands, Gb

-Promoted to this role since the department grew from 4-10 and a supervisor was needed. -Supervise 4 technical support specialists while providing guidance and mentorship. -Superuser for CRM system IFS and trained all new hires. -Continued to assist customers via phone or via to troubleshoot complaints on either medical devices or reagents when needed. - Available for escalated calls from complicated customers (medical technicians or physicians).

Birmingham, West Midlands, Gb

- Promoted to this role to move into a supervisor position since the department grew from 4 to 10 people. - Received complex customer calls that required longer troubleshooting with the medical device, bi-lateral network connections for LIS connectivity. -Lead for weekly calls with headquarters to discuss complaints that required more time to investigate. -Review investigation reports from headquarters with marketing department to ensure messaging to the customer is satisfactory.

Birmingham, West Midlands, Gb

-Document complaints and inquiries in our CRM system to track and trend. -Troubleshoot with customers on medical devices and assays for autoimmune diseases via phone and/or email for US and Canada.-Collaborate with headquarters when complaints were investigated to identify a root cause and communicate to customer. -Superuser for CRM system (IFS) and trained current and new hires in support and field how to use the system.

- Receive and document customer complaints and inquiries. -Troubleshoot with customers via phone and email. -Point of Contact for foreign distributor - Heiwa Busan

-Use Twitter, Facebook, Google +, LinkedIn and Paper. Li as social media sites to market Assay Depot within the life science industry. - Used and monitored Hootsuite as the social media dashboard to schedule tweets, retweets and posts. -Social media marketing was new at this time. Content was selective for life science to reach out to pharmaceutical audiences to gain more followers. -Coachable to learn a new skills by contacting mentors on LinkedIn for assistance. Writing monthly reports to show how life science content increases number of URL clicks, followers, retweets, mentions and LIKES and SHARES.

Ca, 92121, Us

Ca, 92121, Us

Bachelor'S Degree, Biochemistry And Molecular Biology

Master Of Business Administration - Mba, Business Administration And Management, General