Gre’Nessa Dillard
Rowlett,TX
Summary
Aiming to leverage proven problem-solving, teamwork, and multitasking skills to secure an opportunity to fully utilize my training and skills, while making a significant contribution to the success of the company.
Overview
8
8
years of professional experience
Work History
Implementation Manager
CVS Caremark
Irving, Texas
05.2025 - Current
- Led project implementation teams to ensure timely delivery of solutions.
- Coordinated cross-functional meetings to align project goals and expectations.
- Managed client relationships to gather requirements and provide updates.
- Worked closely with customers throughout the entire implementation process to ensure satisfaction with results.
- Developed project plans and timelines for each implementation process, tracking progress against these plans to ensure completion on schedule.
Pharmacy Technician
CVS
Carrollton, Texas
09.2024 - 04.2025
- Assisted customers with inquiries via phone, email, and chat platforms.
- Resolved product issues by analyzing customer feedback and providing solutions.
- Collaborated with team members to streamline support processes and improve efficiency.
- Documented interactions in customer relationship management software for accurate record-keeping.
Implementation Advisor
Provista/Vizient
01.2022 - 10.2023
- Lead multiple implementation and contract connection projects.
- Build and maintain relationships with distributors, suppliers, account executives, and member customers.
- Partner with Account Executives and analysts regarding contract, cost, and tier analysis to build an implementation plan of action in Salesforce.
- Pre-populate contract forms and submit contract requests (Online Tier Activation (OTA), Letter of Commitment (LOC), Letter of Participation (LOP) in Contract Price Activation (CPA).
- Follow up with suppliers and distributors to ensure contract connections are complete and tier levels are accurate.
- Resolve vendor contract request denials or contract approvals with exception.
- Participate on member calls with Account Executive for customer needs assessment and collaborate with Account Executive on service and support strategy tracked in Salesforce.com.
- Support members by responding to inquiries or requests for research and providing issue resolution as needed.
- Support accurate membership practices to ensure clean rosters are maintained for successful implementations.
Account Service Specialist
Amerisourcebergen
07.2020 - 01.2021
- Develop and advance relationships with manufacturers and internal partners.
- Provide consultative guidance to corporate customer contacts in support of complex drug shortage issue resolution through the Drug Shortage Program.
- Identify, evaluate, and document opportunities to provide strategic solutions to national customers related to pricing errors, contract loading, forms and documents follow-up, quality assurance, pricing integrity, terms consistency, contract pricing issues, and product availability support.
- Partner with senior sales leadership and account services leadership to create and deliver customer presentations and resolve customer concerns.
- Act as subject matter expert and support owner for corporate relationship management for customer-facing processes and solutions.
- Proactively identify potential risks associated with initiatives/objectives; implement strategies to mitigate identified risks; manage issue resolution processes and report on results both internally and externally.
- Produce and monitor Allocation, SOA, Market Shortage, and Key Shortage Update reports for key customers and facilitate/coordinate additional reports based on customer requests.
Service Desk Analyst
Pharmaceutical Strategies Group340
03.2019 - 07.2020
- Triage, assign, and report on all incoming requests daily.
- Provide Level 1 support to clients and respond to requests via phone or email.
- Actively build knowledge base and provide education to decrease repeat requests.
- Manage follow-up with clients as needed, provide feedback, and see problems through to resolution.
- Utilize excellent customer service skills and exceed clients’ expectations.
Product Support Analyst
McKesson/MacroHelix
07.2017 - 01.2019
- Interface with Macro Helix customers to handle a variety of 340B questions and functions.
- Receive inbound calls, emails, and requests directly from clients; determine root cause, resolve or escalate as necessary following standard operating procedures.
- Act as liaison between team members to meet or exceed all customer service requirements.
Education
Some College (No Degree) - Arts and Science
UNIVERSITY OF NORTH TEXAS AT DALLAS
Dallas, TXSkills
- Case Management
- Customer Relationship Management
- Project management
- Team collaboration
- Client relationship management
- Communication skills
- Organizational skills
Timeline
Implementation Manager
CVS Caremark
05.2025 - Current
Pharmacy Technician
CVS
09.2024 - 04.2025
Implementation Advisor
Provista/Vizient
01.2022 - 10.2023
Account Service Specialist
Amerisourcebergen
07.2020 - 01.2021
Service Desk Analyst
Pharmaceutical Strategies Group340
03.2019 - 07.2020
Product Support Analyst
McKesson/MacroHelix
07.2017 - 01.2019
Some College (No Degree) - Arts and Science
UNIVERSITY OF NORTH TEXAS AT DALLAS