Destiny Johnson
Lenexa,KS
Summary
Highly organized and motivated Account Executive with demonstrated track record of building relationships with clients, developing successful sales campaigns, and managing teams of account managers. Skilled in financial analysis, customer service and problem-solving. Experienced in coordinating activities with various departments to achieve strategic objectives.
Overview
20
20
years of professional experience
Work History
Account Executive and Business Development, Research Sales
Quest Diagnostics
01.2024 - 10.2024
- RFP management and contract negotiation lead
- Manage intake of nationwide CRO opportunities supporting phase I – IV studies
- Inbound lead and field lead hunter
- Perform study protocol review in comparison of lab offerings ensuring compliance
- Manage feasibility, scope, timeline and budget of projects
- 48% lead revenue generator contributing over $22M in sales
- Facilitate Quarterly Business Reviews
- Drives implementation
- Project Management.
- Managed multiple accounts simultaneously while maintaining organization and prioritizing tasks efficiently.
- Conducted regular check-ins with existing clients to assess their needs and identify upselling opportunities.
- Developed a solid pipeline of prospects through diligent research and targeted outreach efforts.
- Identified new business opportunities through cold calling, networking, marketing and prospective database leads.
- Achieved or exceeded company-defined sales quotas.
Operations Manager, Research and Clinical Trials
Quest Diagnostics
01.2021 - 01.2024
- GMW & SE regional support with outside regional expansion
- Drive and lead change management
- Aids in daily inquiries/escalations of the customers and department staff
- Ensures direct reports follow operational standard operating procedures including Pre-Award, Award to First Sample and First Sample to Archive regional processes
- Establish and maintain key metrics of direct reports
- Finance and department performance reviews
- Miscellaneous revenue tracking and reporting to regional business units
- Internal stakeholder partnerships
- Salesforce utilization – Maintain customer profiles, specialty dashboard and metric utilization
- Facilitates customer business reviews and customer visits
- Continuous process improvements and alignment of Enterprise, Regional and SCT operations
- Regional Quality and Audit controls
- Aid in contract negotiations and renewals of top CRO’s
- Facilitates Pharma Services department trainings and onboarding of new employees supporting regional operational duties
- Facilitates Quarterly Research calls for non-Pharma Service organizational groups including key stakeholders sharing standard processes and approach.
Research Customer Experience Specialist
Quest Diagnostics
10.2019 - 01.2021
- Enhanced customer satisfaction by addressing and resolving issues in a timely manner.
- Monitored customer feedback, identifying trends to improve product offerings and overall customer experience.
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
- Worked closely with sales teams to provide seamless transition from pre-to post-sales support, enhancing overall client journey.
Select Account Manager
Quest Diagnostics
07.2012 - 10.2019
- Implemented effective sales techniques to identify new opportunities within existing accounts, leading to expanded partnerships and revenue generation.
- Coordinated seamless handoffs between pre-sales support teams and post-sales implementation specialists for optimal customer experience throughout the sales cycle.
- Utilized CRM tools effectively to track client interactions, schedule follow-ups, and maintain accurate records of all account activities.
- Collaborated with cross-functional teams to develop customized strategies for select account clients, driving business growth.
Customer Service/ Sales Representative
T-Mobile USA
01.2009 - 06.2012
- Inbound call center Customer Service Representative aiding all customer inquiries
- As a result, this quality helped build relationships with the customer increasing revenue for the business
- Lead team in supervisor's absence ensuring customers are receive optimal customer service experiences
- Offer new products and services to ensure the greatest value was being received by the customer
- Expert knowledge of role leading to participation in pilot program to test new software to be used in other call centers nationwide monitored by Adobe and Chase
- Assist in focus groups to provide feedback on local and nationwide incentive programs for employees to boost morale
- Gained knowledge of Resource Planning responsibilities by participating in an overshadowing program
- Assisted company in obtaining JD Powers awards for 6 quarters.
Collections Representative/ Customer Service
Citibank (Sears Credit Card Collections Department)
01.2008 - 01.2009
- Answered general customer questions and processed payments on accounts to increase customer base and revenue for the company
- Facilitated new hire classes to ensure a clear understanding of roles and responsibilities to the customer
- Also provided steps for career success at Citibank.
Cash Office Clerk
Lowe’s Home Improvement
01.2005 - 01.2007
- Oversaw daily performing front line cashiers; ensured breaks and lunches were taken while still providing outstanding customer satisfaction and relationships
- Reconciled the company’s bank deposit and ensured the amounts balanced.
Education
Associate in Arts -
Longview Community College
Lee’s Summit, MOBachelors in HCA -
Ashford University
MBA -
University of Arizona Global
Skills
- Client Relationship Building
- Account Management
- Relationship building and management
- Pipeline Management
- Written and verbal communication
- CRM software expertise
- Strategic selling
- Customer Service
- New business opportunities
- Customer Relationship Management (CRM)
- Business development and planning
- Sales Quota Achievement
- Interpersonal Skills
- Performance Tracking
Qualificationhighlights
- Account and Department Management
- Strategic and Operational Planning
- Critical Thinker
- Business Acumen
- People Leader
- Team Building
- Customer Service and Client Retention focus
- Self starter
Professional Development
- 19 Years of Customer Service and Sales
- Integrity Selling
- National ABL Co – Chair – Quest Employee Business Network
Timeline
Account Executive and Business Development, Research Sales
Quest Diagnostics
01.2024 - 10.2024
Operations Manager, Research and Clinical Trials
Quest Diagnostics
01.2021 - 01.2024
Research Customer Experience Specialist
Quest Diagnostics
10.2019 - 01.2021
Select Account Manager
Quest Diagnostics
07.2012 - 10.2019
Customer Service/ Sales Representative
T-Mobile USA
01.2009 - 06.2012
Collections Representative/ Customer Service
Citibank (Sears Credit Card Collections Department)
01.2008 - 01.2009
Cash Office Clerk
Lowe’s Home Improvement
01.2005 - 01.2007
Associate in Arts -
Longview Community College
Bachelors in HCA -
Ashford University
MBA -
University of Arizona Global
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