Amy L. Gardikas
Colorado Springs,CO
Summary
Team-oriented self-starter with 18 years in training, staff development, and management. Exceptional communication, analytical, and organizational skills.
Overview
20
20
years of professional experience
Work History
New Manager Trainer
The New Manager Academy
01.2023 - Current
- Train new managers (on-site and remotely) using a customized 1-day program focusing on these critical skills all new managers need to learn to be great leaders: Communication, Relationship Building, Delegation, Accountability, Conflict Resolution, Team Coaching & Development, Recognition & Appreciation, Prioritization of duties, Influence, Balancing Workload, Empathy, Organization, Giving Feedback
- Organized and edited training manuals, multimedia visual aids, and other educational materials.
- Tested all training software and hardware prior to commencing training programs.
- Monitored and evaluated training performance to determine quality and cohesiveness.
- Managed all new manager coaching & training to relieve companies of this responsibility and prepare their new managers for their leadership roles
Senior Customer Service Manager
Aspen Medical Products
09.2016 - 01.2023
- Company Overview: Manufactures neck, back & knee braces available only by prescription
- Managed 7-person team in U.S
- And 3-person team in Germany
- Oversaw all order processing, returns, customer, patient, and rep calls
- Met same-day shipment requirement for all orders by daily 2pm deadline
- Interfaced with Irvine, Atlanta & Tennessee warehouses daily on orders and related communications, ran projects within Customer Service, collaborating with other departments (I.T., Logistics, Sales, Marketing, Accounting)
- Worked with Sales to improve processes impacting them, collecting regular feedback and implementing requested changes
- Trained all new members of the team on systems, processes, and procedures, conducted regular trainings on new products and any new changes in procedures or company initiatives, developed team members to prepare them for future promotions and upward mobility within the company, screened, interviewed and hired personnel for department
- Tracked KPIs weekly and NPS scores annually (via survey)
- Developed policies and procedures to provide more structure to the department’s functions
- Eliminated many manual processes and developed first phone stats in company’s history
- Created and launched first Customer Satisfaction Survey in Aspen’s history in 2018
- Assisted in launch of company’s first eCommerce site
- Created department’s first job ladders for team to grow, set goals and get promoted
- Created a recognition program to increase employee retention, greatly reducing turnover
- Highest employee retention across the company in any department year over year
- Manufactures neck, back & knee braces available only by prescription
- Enhanced customer satisfaction ratings by resolving technical, on-site and account issues efficiently.
- Updated account information in each customer's record to keep data accurate.
- Assisted marketing team on short-term and long-term promotional projects and provided regular updates on status and progress.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Global Product Manager, I.V. Therapy
Halyard Health, LLC (formerly I-FLOW, LLC)
08.2014 - 09.2016
- Company Overview: Designs, develops, manufactures and markets technically advanced, low-cost ambulatory drug delivery systems; acquired by Kimberly-Clark Corporation in 2009
- Managed IV marketing function to support existing and potential new product lines
- Drove global market development activities and global IV marketing strategy
- Served as key point of contact for organizational communication, marketing, customers, distributors and operations regarding product line
- Provided marketing and customer input on new product development
- Identified & implemented global IV marketing opportunities to drive sales
- Oversaw production of materials including publications, brochures, electronic media and marketing communications material
- Managed forecast and demand planning process for product line in collaboration with key supply chain, manufacturing and finance partners
- Grew I.V
- Business 50% in 2014 from previous year
- Successfully fought off immense competitive threat in market and secured $16M in existing business through committed contracts with customers in 2015
- Collaborated with Graphics team to complete redesign and rebranding of all IV marketing materials with the Halyard name six months ahead of schedule
- Designs, develops, manufactures and markets technically advanced, low-cost ambulatory drug delivery systems; acquired by Kimberly-Clark Corporation in 2009
Customer Service Manager
Halyard Health, LLC (formerly I-FLOW, LLC)
08.2004 - 08.2014
- Company Overview: Designs, develops, manufactures and markets technically advanced, low-cost ambulatory drug delivery systems; acquired by Kimberly-Clark Corporation in 2009
- Managed nine-person team
- Created customer-centric policies and innovative customer service techniques to improve customer experiences
- Maximized customer retention through application of product offerings, logistics policies, and in-call techniques
- Collaborated with Business Analytics team to develop call metrics to measure progress toward achieving department goals
- Managed $25M Home Infusion product line including customer support, forecasting, inventory management and marketing collateral
- Tasked with overseeing global customer service function and performing as principal liaison for all International distributors
- Supervised 15 cross-functional staff members across multiple divisions and initiatives
- Managed $25M Home Infusion product line including customer support, forecasting, inventory management and marketing collateral
- 2014 Winner of Silver Stevie Award for Customer Service Department of the Year
- Launched Platinum Customer Program in 2014
- Launched first Customer Service Survey in I-Flow’s history in 2013
- Received Distinguished Performance Award for leading highly successful company-wide system integration into SAP in 2011
- Managed pricing and contracts for all International distributors
- Designs, develops, manufactures and markets technically advanced, low-cost ambulatory drug delivery systems; acquired by Kimberly-Clark Corporation in 2009
Education
Bachelor of Applied Studies - Human Relations
University of Iowa
Iowa City, IAAssociate of Applied Sciences - Interior Design
Scott Community College
Bettendorf, IASkills
- Interpersonal Skills
- Employee Retention
- Customer Service Management
- Communication
- Issue Resolution
- Team building
- Coaching and mentoring
Certification
Certified Life Coach, CLCI
Certified Master NLP Practitioner, The Priority Academy
Timeline
New Manager Trainer
The New Manager Academy
01.2023 - Current
Senior Customer Service Manager
Aspen Medical Products
09.2016 - 01.2023
Global Product Manager, I.V. Therapy
Halyard Health, LLC (formerly I-FLOW, LLC)
08.2014 - 09.2016
Customer Service Manager
Halyard Health, LLC (formerly I-FLOW, LLC)
08.2004 - 08.2014
Bachelor of Applied Studies - Human Relations
University of Iowa
Associate of Applied Sciences - Interior Design
Scott Community College
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