Amy Mackey
Holyoke,MA
Summary
Dynamic Account Manager and Trainer with a proven track record specializing in customized end user training and account development. Excelled in cross-functional collaboration and client relationship management, achieving significant improvements in customer satisfaction and workflow efficiency. Expertise in data analytics and driving successful implementations and support across healthcare systems. Committed to customer satisfaction and success by building solid relationships with end users and management decision makers.
Overview
27
27
years of professional experience
Work History
Account Manager
Cardinal Health-WaveMark
09.2017 - Current
- Work closely with cross functional internal teams to support our customers during implementations, expansions, and growth.
- Guide customers and end users so that they get the most out of inventory management systems and provide ongoing support so that they are confident with technology.
- Analyze inventory trends to help hospital departments maximize savings.
- Provide ongoing customer user training for evolving software and hardware as well as changing customer staffing needs.
- Proactively engage in troubleshooting, repairs, and technical support of software and hardware.
- Coordinate with Sales and Management teams to schedule and deliver Quarterly Strategic Business Reviews to foster growth, expansion, and partnership.
- Conduct regular meetings and visits with individuals to keep engagement high.
Clinical Trainer
Cardinal Health-WaveMark
05.2014 - 09.2017
- Conducted and scheduled onsite and remote customer training for the WaveMark platform at various hospital systems throughout the country.
- Authored and deployed several WaveMark installation and end user guides in support of expanded service offerings as well as a library of easy to use quick reference guides.
- Pivoted on training deliveries for challenging environments.
- Kept end users internal and external informed on upgrades and enhancements.
Senior Analyst Product Implementation
CareFusion (part of Cardinal Health up to 2009)
05.2006 - 05.2014
- Managed and performed testing and installation of Pyxis Supply hardware, software, and virtual devices at multiple hospitals throughout the Northeast region.
- Provided technical support for troubleshooting analytics, reporting issues, and hardware repairs.
- Designed and executed training for hospital management and staff.
- Worked hands on and closely with the customer, Sr. Project Managers, and Integration Engineers to provide a smooth and timely installation through project management processes including conducting weekly meetings, constant communications, and detailed documentation.
- Mapped out workflow design and technical consultation for new and existing customers.
- Provided stellar customer support before and after installation therefore establishing customer trust and satisfaction.
System Administrator - Hospital Automation
Omnicell Technologies
04.1998 - 10.2002
- System Manager for Bellevue Hospital in New York, NY. Managed and performed installations, user training, modifications, repairs, maintenance and upgrades of the hospitals' Omnicell supply and pharmacy equipment in multiple departments throughout the hospital.
- Maintained all items, patient, user, and formulary databases.
- Improved customer satisfaction by conducting and organizing nursing forums for all shifts to focus on concerns. Acted quickly to resolve issues therefore improving user compliance and customer satisfaction.
- Designed custom reports and presentations using Access, PowerPoint, Foxfire, and Excel for Materials, Pharmacy, Financial, and Nursing Management.
- Analyzed detailed product and pharmaceutical usage reports to modify par levels resulting in reduced stock-outs, product expirations, and lowering on hand costs. Customized each unit to meet the individual needs of each patient care area.
- Organized, scheduled, and conducted product training for all shifts of nursing, pharmacy, materials, and technical hospital staff.
- Optimized staffing by analyzing workflow and implementing changes in restock schedules resulting in a reduction in stock-outs, better use of staff time and satisfying the conflicting needs of employees and upper management.
Education
Health Career Studies
Delaware Technical And Community College - Owens
Georgetown, DESkills
- Tailored Customer Training
- Data Analytics
- Client Relationship Management
- Customer Service and Account Development
- Peer Knowledge Sharing
- Project Management
- Database Management
- Partner with Clinical and Logistics Teams
- Change Management
- Knowledge of Medical Supplies, Terminology, and Pharmaceuticals
- Teamwork and Cross Functional Collaboration
- Performance Tracking
- Customer Needs Assessment
- Prioritizing Workflows
- Cost-Conscious Road Warrior
Timeline
Account Manager
Cardinal Health-WaveMark
09.2017 - Current
Clinical Trainer
Cardinal Health-WaveMark
05.2014 - 09.2017
Senior Analyst Product Implementation
CareFusion (part of Cardinal Health up to 2009)
05.2006 - 05.2014
System Administrator - Hospital Automation
Omnicell Technologies
04.1998 - 10.2002
Health Career Studies
Delaware Technical And Community College - Owens
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