Heather Hellbusch
Omaha,,Nebraska
Summary
Innovative professional with a proven track record of delivering high-quality results. Strong attention to detail enhances operational efficiency and team productivity. Expertise in project leadership and talent management fosters impactful outcomes in strategic settings. Committed to mentoring staff to achieve peak performance and leadership capabilities.
Overview
29
29
years of professional experience
Work History
Associate Director, Strategic Projects
Merck & Co., Inc
07.2023 - Current
- Led cross-functional onboarding, standardizing master data for over 22,000 accounts, enhancing direct-channel readiness.
- Collaborated to design and scale customer care operating model and managed the onboarding to meet timelines
- Established scalable escalation framework with shared mailbox and bi-weekly resolution cadence, expediting case resolutions.
- Launched APPROVEit automation for five programs, processing 1,666 orders and improving auditability through reduced email approvals.
- Expanded self-service visibility by creating MAXX/MyInsights shopping cart, minimizing misroutes and inbound triage efforts.
- Resolved complex allocation issues through standing touchpoints and interim workarounds.
- Operationalized eShop adoption via targeted campaigns, achieving 96.3% delivery and accelerating onboarding for customers.
Associate Director Inside Sales/ Inside Sales Manager
Merck & Co, Inc.
01.2013 - 07.2023
- Promoted to Associate Director in 2018.
- Manage, coach, and provide direction to the inside sales managers and their sales representatives.
- Prepare a comprehensive business plan resulting in consistent product program implementation and sales goal attainment of 105.9% in 2014, 106.6% in 2015, 103.0% in 2016, 103% in 2017 including 20% growth over prior year.
- Exceeded business unit averages coming in at 103% to goal for 2018.
- In 2019 the team achieved 100.2%, with sales growth of 12.5% compared to the nation at 8.9%.
- The team delivered 110.9% quota and 19.4% growth in 2020.
- Through a GIG led a GPO to 21.4% growth over prior year in 2020.
- For 2021, the team finished at 105.6%, Nation at 102.7%.
- Due to industry headwinds, economic downturns and supply disruption, the Nation finished at 93.8%, with the Inside Sales team slightly ahead at 94.15%.
- Provide yearlong coaching and feedback, including conducting formal and informal performance reviews for team of up to 22 sales representatives and 2 managers.
- Challenge team to continue to develop and evolve to stay competitive.
- Highlight employee successes to business unit.
- Lead the companion animal sales internship program.
- Work cross functionally with marketing, operations, IT, veterinarians, regional managers, directors, corporate and national account managers to leverage resources to streamline processes and exceed sales goals.
- Collaborate and foster relationships with key distributor management personnel to promote the Merck Animal Health portfolio of products.
- Managed expanded relationship with 3rd party vendor.
- Delivered 20% year over year growth in 2019.
- Co-led Quarterly Business Reviews with Sales and Marketing Leadership teams.
- Merck & Co, Inc. is a Global Health Care Leader with a diversified portfolio of prescription medicines, vaccines, and animal health products.
Inside Sales Representative
Merck & Co, Inc.
01.2010 - 01.2013
- Region finished 1st in nation in 2010.
- Open territory management achieved 107% quota attainment Q1, 2011.
- In 2012 led ISR team with 13.05% contribution to the region sales compared to 10.41% ISR average.
- Peer leader and took on additional responsibilities as development opportunities.
- Identified customer product needs and closed new business through effective data analysis, monitoring of results, and implementation of business plans.
- Built relationships and communicated with field sales representatives, regional managers, and distribution partners to strategically apply sales resources to most critical need areas.
- Increased skills and sales ability by participating in all product training, corporate training, working with regional technical services veterinarian, and studying tech bulletins, detail aids, and industry publications.
- Partnered with customers to offer training, lunch and learn opportunities, and value-added resources to become a trusted advisor to assigned clinics.
- Merck & Co, Inc. is a Global Health Care Leader with a diversified portfolio of prescription medicines, vaccines, and animal health products.
Medical/Professional/Customer Representative
Merck & Co, Inc.
01.2005 - 01.2010
- Coordinated with teammates to target, promote, and sell to health care professionals.
- In 2006 achieved 104.5% objective, with a 10.5% increase over prior year.
- Increased product market share on an end-of-life cycle product from 14% in 2006 to 19% as of 1Q08.
- Recognized by senior leadership for the launch of Januvia.
- As a result of advanced planning and coordination with teammates, we led the region and were above the nation in market share during Q4 2006 and Q1 2007.
- Collaborated with national account executives, office staff and pharmacies to increase patients’ access to medicines with formulary restrictions and income restraints.
- Led district with reach and frequency by establishing rapport with physicians and staff using out of office representative facilitated meetings, in-office RFMs and lecture programs.
- Merck Sigma Behavior: Developed action plans, analyzed data and used marketing funds to increase sales and market share.
- Reduced catering costs by working with designated vendors to provide lunch for ~$3 per person.
- Merck & Co, Inc. is a Global Health Care Leader with a diversified portfolio of prescription medicines, vaccines, and animal health products.
Director of Sales, Major Accounts / Senior Marketing Consultant, Major Accounts
InfoUSA
01.2002 - 01.2005
- Hired, mentored, and coached a team of 15 sales representatives focusing on data and data processing services in the mid-to-large business segment.
- Successfully motivated and managed team resulting in increased sales revenue of 177%.
- Created and monitored ongoing training program to ensure sales development of new representatives.
- Implemented an integrated sales plan to ensure revenue and product mix objectives were met in support of overall department and company objectives.
- Developed selling strategies to ensure customer loyalty by identifying business changes and generating solutions.
- As senior marketing consultant, developed strong business relationships with clients, increasing the existing account sales base by 62%.
- Successfully increased average monthly sales from $10,200 in 2002 to $29,780 in 2003.
- InfoUSA is a leading provider of business and consumer information products, database marketing services, data processing services and sales and marketing solutions.
Account Manager
IP Revolution
01.2000 - 01.2002
- Thrived in startup environment.
- Inside sales for 20+ accounts.
- Prepared quotes and responded to RFPs for solution-based sales.
- Managed market development funds, co-op, and other vendor incentives for company.
- Aided in the establishment of National Alliance Partner Program.
- A voice and communications division of IPR, Inc provides innovative strategies, services, and technology to clients nationwide with a focus on design, engineering, and implementation.
Senior Product Manager
Compaq Direct
01.1997 - 01.2000
- Assisted to expand product line by over 50%.
- Enhanced vendor marketing program by streamlining contracts and establishing guidelines for new vendors.
- Created and developed a training program used by the entire division.
- Analyzed business processes and made recommendations for ISO 9000 order forms.
- Worked closely with other teams and departments to facilitate effective inter-departmental communication providing product information and improving client satisfaction.
- A manufacturer of computers and software and provides computer related services.
Education
MBA - Project Management with Honors
Southeastern Oklahoma State University
B.A. - POLITICAL SCIENCE
University of Nebraska at Lincoln
Skills
- Customer Support Strategy & Customer Experience (CX) Management
- Digital Self-Service, Automation & IT-Enabled Enhancements (eShop, Chat, Chatbot)
- Incident Management, Escalations & Root-Cause Analysis
- Salesforce, Genesys/CareConnect 360, Spotfire Data & Reporting
- Cross-Functional Collaboration (Sales, Customer Care, Supply Chain, Finance, Marketing, IT)
- Customer Account Management, Order Processing & Service Delivery
- Project & Program Leadership; Business Planning
- Talent Management, Coaching & Change Leadership
Awards and Honors
- 2016 & 2020 Circle of Excellence Award
- 2019 Ways of Working Award
Community Service
- Susan G. Komen – Great Plains, Board of Directors, 01/01/15, 12/31/18, Board and development committee member. Co-chaired 2nd Annual Pink Ribbon fundraising event in 2016.
- Angels Among Us Guild, Membership Chair, 01/01/10, 12/31/14, Created Friend raising event ANGELFLIX; chaired event in 2011 & 2013.
Timeline
Associate Director, Strategic Projects
Merck & Co., Inc
07.2023 - Current
Associate Director Inside Sales/ Inside Sales Manager
Merck & Co, Inc.
01.2013 - 07.2023
Inside Sales Representative
Merck & Co, Inc.
01.2010 - 01.2013
Medical/Professional/Customer Representative
Merck & Co, Inc.
01.2005 - 01.2010
Director of Sales, Major Accounts / Senior Marketing Consultant, Major Accounts
InfoUSA
01.2002 - 01.2005
Account Manager
IP Revolution
01.2000 - 01.2002
Senior Product Manager
Compaq Direct
01.1997 - 01.2000
MBA - Project Management with Honors
Southeastern Oklahoma State University
B.A. - POLITICAL SCIENCE
University of Nebraska at Lincoln