Erika Nord
Gulf Breeze,FL
Summary
Seasoned Operations Manager and talented leader with 5 years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach.
Overview
16
16
years of professional experience
Work History
Sales Operations & Training Manager
Pet King Brands
04.2024 - 05.2024
- Monitored and evaluated training performance to determine quality and cohesiveness.
- Analyzed sales metrics to identify trends, opportunities, and areas for improvement in overall operations strategy.
- Championed continuous improvement by conducting regular reviews of internal processes to drive efficiency gains.
- Completed extensive training for SalesForce
- Alternated training methods to diversify instruction, strengthen learning opportunities, and enhance program success.
Director - Customer Sales Support
Pharmsource Animal Health
11.2019 - 04.2024
- Oversee daily operations of sale order processing & account creation/maintenance, including direct supervision of team members
- Work closely with corporate groups to monitor & maintain growth of sales and relationships across multiple platforms
- Created/Update SOPs for Sales & Customer Sales Support
- Provide on-boarding & training for sales and sales support team members
- Assist with interdepartmental training and development to ensure consistency for customers
- Managed a group of 5+ direct reports including weekly group & 1:1 meetings
- Enhanced team collaboration through regular communication, goal setting, and performance evaluations.
- Assumed responsibility of creating/training team members in new ERP system, telecom systems, and other upgraded technology (DoIt, Magento, NetSuite, Nextiva, Edify, Corenexa)
- Regularly run analysis reports in Excel to monitor all levels of business & team performance
- Created/update/maintain website including marketing materials, HTML coding, and other E-Commerce business
- Works closely across multiple ordering platforms to maintain catalogs, product displays, and general account upkeep as needed (Vetcove & Coupa)
- Provide multichannel support including phone calls & email at individual customer & corporate levels.
- Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
- Established culture of continuous improvement by fostering open communication channels and empowering employees to voice their ideas.
- Strengthened internal controls by reviewing existing policies and procedures, ensuring compliance with regulatory requirements.
- Monitored office workflow and administrative processes to keep operations running smoothly.
- Monitored and coordinated workflows to optimize resources.
- Established departmental performance goals and provided feedback for under performing areas.
- Oversaw operations and provided corrective feedback to achieve daily and long-term goals.
- Implemented innovative solutions to solve complex problems, resulting in increased productivity and streamlined operations.
- Optimized staff performance by designing comprehensive training programs tailored to individual needs.
- Managed diverse portfolio of accounts, ensuring each client received personalized attention tailored to their unique needs.
- Cultivated long-lasting partnerships with clients by consistently exceeding expectations and delivering exceptional service.
- Developed strong relationships with key clients, resulting in increased account retention and growth.
- Effectively resolved escalated client issues in timely manner while maintaining positive working relationships.
- Consistently maintained high levels of client satisfaction through proactive communication and prompt problem resolution.
- Collaborated closely with cross-functional teams to ensure seamless service delivery for clients.
- Developed and implemented sales strategies to increase revenue.
- Enhanced team productivity by streamlining internal processes and implementing efficient sales strategies.
Veterinary Technician
Navarre Animal Hospital
06.2014 - 12.2019
- Collaborate with veterinarians and clients to ensure quality patient care for diverse array of animals
- Ensure compliance with all regulatory guidelines and adherence to standardized practices
- Facilitate treatment planning to promote optimal clinical support
- Conduct in-house laboratory testing and procedures to screen for various conditions
- Assists with variety of surgical and anesthetic procedures
- Worked closely with clients to ensure positive customer experiences.
- Effectively managed time-sensitive tasks while maintaining high-quality patient care through multitasking abilities during busy shifts at clinic.
- Assisted in euthanasia procedures with empathy and compassion, providing emotional support to grieving pet owners during difficult times.
- Administered medications and vaccinations to animals under supervision of veterinarian, ensuring proper dosage and administration techniques.
- Conducted diagnostic tests such as blood work, x-rays, and ultrasounds to aid in accurate diagnosis and treatment planning.
Lead Surgical Technician
Veterinary Emergency Referral Center
10.2010 - 06.2014
- Performed and executed wide range of surgical proceedings ranging in scope and complexity
- Honed proficiency in hematology, urinalysis, chemistry testing, coagulation testing, and manual differentials
- Worked directly with DACVS-SA veterinarian in surgery, radiology, and anesthesia
- Fostered highest standard of care for all patients
- Trained several classes of interns from Pensacola State College veterinary technician program
- Created & taught continuing education seminar on surgical and anesthetic procedures for peer groups.
- Improved patient safety by implementing strict adherence to aseptic techniques and protocols.
- Optimized operating room turnover time through diligent preparation and organization of equipment.
- Reduced surgical errors by maintaining accurate inventory control and timely restocking of supplies.
Boarding Facility Manager & Veterinary Technician
Alaska Veterinary Clinic
04.2008 - 08.2010
- Oversaw daily operations of facilities, including direct supervision of staff and personnel
- Managed in-house laboratory equipment and prepared samples for reference laboratories
- Assumed responsibility of equipment inventory, ordering supplies, maintaining tools and instituting new protocols as needed to support safety, hygiene and efficiency
- Facilitated recruitment, on-boarding and continuous training of employees to enhance performance and service.
- Oversaw all aspects of equipment installation, maintenance, and repair for both internal and external services.
- Evaluated facility operations and personnel for safety and health regulations compliance.
Education
Bachelor of Science in Biology -
MEDAILLE COLLEGE
Buffalo, NY01.2007
Associate of Science in Veterinary Technology -
MEDAILLE COLLEGE
Buffalo, NY01.2006
Skills
- Personnel Management
- Regulatory Compliance
- Inventory Control
- Training and Development
- Performance Assessments
- Data analytics/Excel
- Customer Experience
- Corporate Communications
- New hire on-boarding
- Program Optimization
- Coaching and Mentoring
- Exceptional communicator
- Project Management
- Team direction
- Customer Service
- Training Program Development
Timeline
Sales Operations & Training Manager
Pet King Brands
04.2024 - 05.2024
Director - Customer Sales Support
Pharmsource Animal Health
11.2019 - 04.2024
Veterinary Technician
Navarre Animal Hospital
06.2014 - 12.2019
Lead Surgical Technician
Veterinary Emergency Referral Center
10.2010 - 06.2014
Boarding Facility Manager & Veterinary Technician
Alaska Veterinary Clinic
04.2008 - 08.2010
Bachelor of Science in Biology -
MEDAILLE COLLEGE
Associate of Science in Veterinary Technology -
MEDAILLE COLLEGE
Similar Profiles
Twona SmithTwona Smith
Interim Quality Manager at DFA Dairy Brands-Pet DairyInterim Quality Manager at DFA Dairy Brands-Pet Dairy
Koessan ASSIONGBONKoessan ASSIONGBON
Production Worker at Compana Pet BrandsProduction Worker at Compana Pet Brands
Lisa PapagerasLisa Papageras
Digital Marketing Consultant at Compana Pet BrandsDigital Marketing Consultant at Compana Pet Brands