MADELYN COPPLEY
Lexington,NC
Summary
Performance-driven Vice President with 20+ years of experience aligning systems with business requirements, policies and regulatory requirements. Passionate about applying excellent organization and communication skills to manage and lead teams. Results-oriented individual well-versed in interfacing and consulting on business processes to drive results based on sound overall business judgment.
Overview
34
34
years of professional experience
Work History
Vice President of Customer Service
Wellbeam Consumer Health
01.2022 - Current
- Cultivated strong relationships with key stakeholders, including customers, vendors, regulators, and community leaders to promote collaboration and long-term success.
- Led cross-functional teams for the successful completion of major projects, resulting in increased efficiency and client satisfaction.
- Collaborated with senior management to develop strategic initiatives and long term goals.
- Developed new revenue streams by identifying growth opportunities and forging strategic partnerships with key industry players.
- Established a culture of continuous improvement, fostering innovation and driving sustainable growth across the organization.
- Leveraged technology to automate workflows and streamline processes, resulting in increased productivity and cost savings across the organization.
- Enhanced company profitability by implementing strategic business plans and optimizing operational processes.
- Transformed customer experience by designing and executing comprehensive service improvement initiatives aimed at enhancing satisfaction levels.
- Implemented advanced data analytics tools to drive data-driven decision-making across all levels of the organization, leading to better business outcomes.
Vice President of Customer Experience
BioTRUST Nutrition
01.2014 - 12.2022
- Cultivated strong relationships with key stakeholders, including customers, vendors, regulators, and community leaders to promote collaboration and long-term success.
- Led cross-functional teams for the successful completion of major projects, resulting in increased efficiency and client satisfaction.
- Negotiated high-value contracts that maximized profitability while mitigating risks for the organization.
- Managed financial planning and budgeting processes, ensuring fiscal responsibility and maximizing return on investments.
- Identified opportunities to improve business process flows and productivity.
- Hired and managed employees to maximize productivity while training staff on best practices and protocols.
Senior Director of Global Services
Vitacost
01.2012 - 01.2014
- Recruited to launch and manage international customer service/support function that required multiple language coverage
- Developed and continually improved key business processes while managing new product launches
- Managed a $500k operational budget
- Established a 24x7 international customer service/support center, completing project four weeks ahead of schedule and 30% under budget
- Created operating plans, specified resources, developed all required processes and procedures
- Developed dynamic, multi-lingual, web-based support service based on RightNow technology used in 9 countries significantly reducing customer cancellations, enhancing partner sales, and creating a favorable customer experience.
Customer Support/Workforce/Project Manager, Training
Sprint
03.2006 - 01.2012
- Identified call trends to improve efficiency, reduce problem calls, and suggest solutions to upper management
- Established and monitored customer service standards by employing recognized and comprehensive benchmarks
- Eliminated process gaps by implementing new methods of standardized training
- Assessed student needs to develop effective leadership training plans
- Finalized project financial records while collaborating with financial controllers and C-level executives.
Director of Customer Service
PCA International
10.2003 - 03.2006
- Established and monitored customer service standards by employing recognized and comprehensive benchmarks
- Generated, compiled, and distributed weekly reports of sales leads and up-sell opportunities
- Audited customer support procedures and collaborated regionally to promote standardization across all offices
- Responded to disruptive events using crisis management techniques to offer corrective solutions and maximize customer satisfaction.
Education and Development Manager
Sprint PCS
07.1999 - 08.2003
- Collected data and performed customer needs analysis
- Assessed skill gaps for call center employees and developed training courses to meet identified needs
- Evaluated the success of training programs and recommended improvements to upper management to enhance the effectiveness
- Reviewed and edited all training materials for accuracy and company policy compliance
- Applied adult learning and performance expertise to assess behavioral and ability issues impacting work performance.
Director of Cardio-Pulmonary Services
Gottlieb Hospital
06.1990 - 07.1999
- Oversaw 30 FTEs of a Level II Trauma Center
- Implemented LEAN methodologies to improve performance and streamline processes
- Confidently managed the overall operations of patient care, including financial management, quality assurance, quality index scores, and safety management
- Monitored quality control and critical incidents, risk management, and quality improvement plans.
Education
Doctor of Education - Leadership And Learning in Organizations
Vanderbilt University
Nashville, TN04.2024
Six Sigma Green Belt Certification -
Villanova University
08.2001
Master of Arts - Adult Education
National Louis University
06.1999
Bachelor of Science - Health Care Leadership
National Louis University
06.1997
Associate of Applied Science - Registered Respiratory Therapist
College of DuPage
06.1986
Skills
- Team Leadership
- Relationship Building
- Decision-Making
- Critical Thinking
- Complex Problem-Solving
- Strategic Planning
- Results-Driven
- Customer Service
- Process Improvement
- Data Analysis
- Budget Oversight
- Corporate Communications
- Metrics Tracking
- Policy and procedure development
- Recruiting and Hiring
- Human Resources
- Policy Development
Timeline
Vice President of Customer Service
Wellbeam Consumer Health
01.2022 - Current
Vice President of Customer Experience
BioTRUST Nutrition
01.2014 - 12.2022
Senior Director of Global Services
Vitacost
01.2012 - 01.2014
Customer Support/Workforce/Project Manager, Training
Sprint
03.2006 - 01.2012
Director of Customer Service
PCA International
10.2003 - 03.2006
Education and Development Manager
Sprint PCS
07.1999 - 08.2003
Director of Cardio-Pulmonary Services
Gottlieb Hospital
06.1990 - 07.1999
Doctor of Education - Leadership And Learning in Organizations
Vanderbilt University
Six Sigma Green Belt Certification -
Villanova University
Master of Arts - Adult Education
National Louis University
Bachelor of Science - Health Care Leadership
National Louis University
Associate of Applied Science - Registered Respiratory Therapist
College of DuPage