Heather E. Archibald
Conroe,TX
Summary
Skilled operations/customer service professional with twenty-five years of experience in client/employee relations and DOT regulations. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
26
26
years of professional experience
Work History
Client Support Services Manager
DISA GLOBAL SOLUTIONS
08.2019 - 08.2023
- Central Drug System was acquired by DISA Global Solutions on August 1, 2019), Managed team of 13 customer support representatives
- Managed clients on DISA360 platform, including all shared and customer support services
- Utilized Cisco reporting tools and Microsoft CRM Dynamics, as well as feedback from direct reports, to determine patterns in customer service-related requests and complaints
- Identified training/coaching opportunities for team members
- Conducted regular breakout meetings, weekly team meetings and monthly one-on-one meetings to ensure pertinent information was disseminated to team and addressed any questions or concerns
- Addressed issues through coaching opportunities and provide feedback regarding monthly scorecard
- Supported and drove team to achieve all KPI's while adhering to core competencies and practicing core values
- Developed and nurtured relationships with customers
- Interpreted, communicated, and implemented policies and procedures
- Assigned annual goals and completed annual employee performance evaluations
- Planned, prepared, and adjusted work schedules and duties according to customer needs, workloads and statistical forecasts
- Assisted Client Support Representatives (CSR) in resolving problems, completing work, and communicating with select clients by phone or in client facing meetings
- Monitored daily reports for CSRs and Shared Service Representatives (SSR) to track turnaround time, completeness, accuracy, and content of work
- Managed and solved conflicts with customers by providing root cause analyses and proposed solutions
- Updated and distributed work directives and operating handbooks to CSRs and SSRs.
- Communicated major account changes/initiatives
- Interacted and coordinated with other department managers when opportunities and/or conflicts arose
- Collaborated with Senior Customer Support Services Manager to identify process improvements and orchestrate solutions
- Engaged in hiring process to evaluate talent level of incoming applicants
- Oversaw, developed, and participated in training of all new CSRs and SSRs
- Organized annual appreciation/recognition program and activities to reward team and encourage participation
- Managed select duties as defined by Senior Customer Support Services Manager
- Answered incoming phone calls, emails, and voice messages as needed
- Performed other related projects, as assigned
- Provided leadership, guidance and support to staff members
- Referred clients to appropriate team members, community agencies and organizations to meet treatment needs
- Monitored program performance and outcomes for successful delivery of services
Operations Manager
CENTRAL DRUG SYSTEM
01.2008 - 08.2019
- Directed day-to-day operations of the company
- Managed the Medical Review Officer (MRO) and Client Service departments, including three physicians
- Oversaw HR functions including hiring/firing employees, conducting annual reviews and issuing verbal/written warnings
- Conducted quality control program to ensure laboratories are following proper protocols
- Rectified computer and database program problems
- Reviewed financials to ensure monthly expenses accurately reflected budget
- Created and maintained website content
- Executed complete overhaul of website including a client portal which drastically reduced incoming call volume
- Marketed MRO services to potential clients
- Developed and maintained close relationships with laboratories, collection sites and third party administrators
- Implemented new processes in MRO department increasing productivity
- Initiated and oversaw a major laboratory transition saving the company thousands of dollars annually
Client Service Manager
CENTRAL DRUG SYSTEM
09.2003 - 12.2007
- Managed random drug testing pools for various clients in federally mandated or state required programs as well as voluntary student drug testing programs
- Assisted and supported clients in management of drug testing programs by providing guidance and interpretation of federal regulations; supplying audit reports and updates to regulations and providing additional program assistance as needed
- Conducted certified collector training courses
- Marketed products and consortium services to potential clients
- Created several powerpoint presentations utilized in various training programs, such as program administrator duties, reasonable suspicion determination (signs and symptoms of drug abuse and alcohol misuse), and driver requirements under Department of Transportation regulations
- Developed and presented student drug testing program to various school boards and parents
- Prepared several bids and proposals to obtain government contracts for drug testing services
- Completely redesigned driver handbook to make it easier to educate drivers on their role in their company's drug and alcohol testing program
Marketing Manager
CRESCENT HEALTHCARE
08.2002 - 08.2003
- Assisted in start-up of new division called Crescent TheraFusion (company's nationwide expansion of their IVIG (Intravenous Immune Globulin) program
- Acquired certification for new division with Medicaid in all states including obtaining appropriate pharmacy licenses
- Aided with development of annual budget
- Co-Developed business plan for new division
- Processed and maintained contracts and proposals with various managed care organizations, nursing agencies and physician's offices
- Supported sales force with sales calls, presentations and appropriate follow up after calls
- Developed sales material needed by sales force and educational brochures for patients
- Ordered marketing premiums and coordinated meetings, conventions and activities
- Tracked division's gross profit, revenue and expenses to ensure company stayed within budget
Associate Marketing Manager
CAREMARK Rx
07.2000 - 08.2002
- Planned and developed marketing activities for company to achieve budgeted performance for IVIG (Intravenous Immune Globulin) therapy
- Created advertisements for journals, magazines and newsletters
- Solicited consumer feedback through surveys and volunteer panels
- Implemented marketing programs including development of marketing collateral for field use
- Educated other departments through training of disease state and therapy
- Developed sales reports and presentations for field use with key targets
- Attended national and regional conventions and seminars on IVIG and cultivated relationships with patient support groups
- Managed and edited company's quarterly Belonging magazines (for IVIG and Hemophilia)
- Coordinated quarterly FactorMan comic book for children with Hemophilia, which included selecting story line, editing copy and artwork, patient interviews and educational facts/activities
- Created FactorMan activity/coloring book to complement comic book
- Coordinated and planned all aspects of company's presence at largest national convention (The National Hemophilia Foundation) that it attended annually from 1999 to 2002 including supervising all activities in exhibit and hospitality suite during convention, planning all events such as luncheons, dinners, and parties as well as all entertainment, giveaways, raffles, etc.
Marketing Coordinator
CAREMARK Rx
09.1998 - 07.2000
- Assisted in planning and budgeting process to accomplish company goals
- Designed and implemented marketing activities for company's many therapies
- Provided analyses and recommendations on programs
- Organized and implemented research and data collection on patient population
- Planned company's presence at National Hemophilia Foundation's Annual Meeting with $10,000 budget
Marketing Department Secretary
CAREMARK Rx
08.1997 - 09.1998
- Managed marketing materials inventory and monthly birthday card program
- Created and maintained department's reports and databases
- Coordinated activities for FactorMan program (contests, club membership and pen pal program for children with Hemophilia)
- Purchased marketing premiums, supplies and services
- Interacted with vendors, printers and advertising agencies on regular basis negotiating pricing and purchasing promotional items
Education
MBA - Management & Human Resources
California State University
San Bernardino, CABachelor of Arts - Marketing
California State University
San Bernardino, CACertified Event ProfessionalU.S. Event Guide - Glen Allen VA - undefined
Skills
- Microsoft Office Suite, Windows and Mac operating systems, organization, attention to detail, strong communication skills, customer service (25 years)
- Client Needs Assessment
- Customer Service Management
- Customer Service Standards
- Team Support
- Effective Customer Service
- Optimize Staff Performance
- Critical Thinking
Timeline
Client Support Services Manager
DISA GLOBAL SOLUTIONS
08.2019 - 08.2023
Operations Manager
CENTRAL DRUG SYSTEM
01.2008 - 08.2019
Client Service Manager
CENTRAL DRUG SYSTEM
09.2003 - 12.2007
Marketing Manager
CRESCENT HEALTHCARE
08.2002 - 08.2003
Associate Marketing Manager
CAREMARK Rx
07.2000 - 08.2002
Marketing Coordinator
CAREMARK Rx
09.1998 - 07.2000
Marketing Department Secretary
CAREMARK Rx
08.1997 - 09.1998
MBA - Management & Human Resources
California State University
Bachelor of Arts - Marketing
California State University
Certified Event ProfessionalU.S. Event Guide - Glen Allen VA - undefined
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