Genice Durham
Fairburn,GA
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
23
23
years of professional experience
Work History
Account Manager, Customer Service
Southwire
Carrollton, GA
07.2023 - Current
- Maintain quality and consistent customer service delivery to all members of the sales team, inside sales, agents, and customers when assisting over the telephone or communicating via email.
- Manage and coordinate daily routines of customer service including but not limited to, quotations, order management, material analysis, and expediting of shipping.
- Initiate service requests when necessary and financial adjustments, when a credit or debit is due to the customer.
- Request and coordinate assistance from technical support and/or product managers to resolve customer inquires.
- Maintain a close relationship with the Accounts Receivable team in order to review and offer assistance in recovering monies due to Southwire.
- Research payments and deductions. Reviewing Return Goods Authorizations. Continued focus on processing documents with speed and accuracy.
- Keep field sales representatives/agents informed on status of orders, return material and customer concerns that may require personal attention.
- Maintain objectives to perform against set benchmarks that are tracked weekly against available hours, answer rate, and login hours.
- Responsible for following all quality standards, procedures, objectives, to remain defect free and 100% compliant against audit requirements.
- Manage territory/region supported by using reporting tools and all resources available to proactively manage territory to avoid errors that will cause delays in shipping orders and to track back ordered items, flip orders, process returns, and short pays.
Contact Center Operations Manager (Outbound Calls)
Indegene Inc.
Kennesaw, GA
12.2020 - 03.2023
- Managed the day-to-day activities of the virtual pharmaceutical sales support team responsible for delivering promotional details on products to healthcare professionals including physicians
- Coordinated all team functions to include hiring, training, onboarding, and semi-yearly performance reviews
- Ensure established SOPs are being followed, set daily and monthly goals, and provide results against KPIs for the team in support of the monthly incentives program
- Provide ongoing support to representatives by providing feedback through daily interactions and quality assurance monthly reviews
- Worked closely with Campaign Operations to identify ways to improve Microsoft Dynamics and Salesforce CRM to assist representatives to function at a highly efficient rate
- Collaborated with the Analytics Team to improve client dashboards and ensure our representatives are hitting KPIs established based on Client's SOW
- Participated in management meetings to identify areas of the programs that need improvement or a change in direction with strategy
- Worked with the Campaign Team to derive profiling questions that are insightful and provide useful information to share with clients.
Market Delivery Associate
Lowe's
Ellenwood, GA
07.2020 - 06.2021
- Responsible for supporting delivery operations from internal and external customers
- Communicated with customers to obtain feedback for improving customer in-home delivery experiences, assist in problem-solving in creating brand loyalty and lasting customer relationships
- Able to deliver business results and handle multiple tasks in a fast-paced environment
- Knowledge of Home Delivery XDT operations
- Responsible for assigned daily tasks such as worked alerts and queues, processed customer order changes, and utilized multiple order management systems
- Interacted with 3PL service providers, Lowe's Supply Chain functional teams, Lowe's distribution nodes (BDC, RDC, etc.), and store operations
- Effectively solved problems and rapidly adapted to process changes
- Communicated daily with Retail and Lowe's Pro partners
- Maintained continuous dialogue with 3PL vendor partner(s) to address and resolve claims and complaints received involving In-Home Customer Delivery experience
- Worked cases as assigned through the case management system to ensure all customer issues can be resolved
- Escalated issues appropriately to management as needed.
Contact Center Outreach Manager (Outbound Calls)
Indegene Inc.
Kennesaw, GA
01.2011 - 07.2020
- Lead a team of Outreach Coordinators (HEOR and MRR) responsible for creating outreach materials and invoking site engagement and ongoing site management/monitoring for participation in Continuing Medical Education (CME), medical chart reviews, medical record retrieval, health outcomes research studies, risk adjustment, and HEDIS measurements
- Effectively managed each business unit to maintain effective team resource utilization and productivity
- Able to assess the climate of client satisfaction to ensure that we are effectively tracking the progress of projects to clients' desired goals/outcomes from inception to completion or thru the end of SOW
- Daily Customer Relationship Management (CRM, data management, data mining, and monitoring of database systems to ensure data integrity
- Trained and monitored representatives in the updating of customer records and notifying territory representatives of changes
- Provided weekly statistics reports via tables and charts in Excel to field staff to ensure goals are being met
- Focused on increasing Provider engagement to support initiatives to close gaps in their member's care to ultimately improve Risk Adjustment / CMS Measurements.
Sr. Sales Operations Analyst
IBM - International Business Machines
Atlanta, GA
01.2002 - 02.2009
- Researched and processed billing transactions to solve variance discrepancies
- Verified invoicing, refunds, duplicate payments, past due and delinquent payments to ensure accurate commissions payments
- Analyzed revenue and expense data to create various reports used to proactively forecast monthly and quarterly hardware and software sales as well as manage budgets
- Experienced with large data set analysis (data mining, cleansing, extraction, validation)
- Provided proactive support that resulted in increasing sales facetime by approximately 20%
- Served as Lead on monthly audits to ensure team compliance and complete, defect-free audit, resulting in 100% quarterly compliance rating for the team - Self Assessment/ Audit Focal
- Channeled questions and issues regarding the commission's process and territory setup/maintenance, resulting in error-free territory creations with 98% accuracy of commission's payout - Territory Build Focal
- Created a training package for the training of new business analysts, thereby eliminating the need for external education and resulting in company savings of approximately $800 per student - Brio Tech Focal.
Education
Master of Business Administration (MBA) -
Capella University
Minneapolis, MNBachelor of Arts, Business Administration -
Winston-Salem State University
NCSkills
- Operations and Account Management
- Sales and Data Analysis
- Team Management
- Hiring and Training
- Standard Operating Procedures (SOPs)
- Key Performance Indicators (KPIs)
- Customer Service Benchmarks
- Problem Solving
- Provider Engagement & Outreach
- Incentives and Commissions
- Revenue and Expense
- Microsoft Word, Excel, PowerPoint, Outlook
- Microsoft Dynamics and Salesforce CRM
Timeline
Account Manager, Customer Service
Southwire
07.2023 - Current
Contact Center Operations Manager (Outbound Calls)
Indegene Inc.
12.2020 - 03.2023
Market Delivery Associate
Lowe's
07.2020 - 06.2021
Contact Center Outreach Manager (Outbound Calls)
Indegene Inc.
01.2011 - 07.2020
Sr. Sales Operations Analyst
IBM - International Business Machines
01.2002 - 02.2009
Master of Business Administration (MBA) -
Capella University
Bachelor of Arts, Business Administration -
Winston-Salem State University
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