Jamie Cabral
Philadelphia,PA
Summary
Dynamic leader specializing in alliance management and customer service operations within pharmaceutical distribution. Recognized for driving revenue growth through operational excellence and compliance, with a strong focus on resolving complex challenges and fostering executive-level stakeholder relationships.
Overview
4
4
years of professional experience
Work History
CUSTOMER SERVICE MANAGER
Marken UPS
Aston, USA
01.2024 - Current
- Manage a team of 22 direct reports supporting pharmaceutical distribution operations, providing coaching, performance management, and career development.
- Serve as the primary escalation point for the Philadelphia branch, resolving complex operational, client, and compliance-related issues.
- Coordinated cross-departmental initiatives across sales, billing, and operations, enhancing client service and improving retention.
- Develop actionable insights from customer and partner feedback, shaping continuous improvement strategies across business operations.
- Lead governance and performance oversight for cross-functional teams serving global client partnerships, ensuring compliance with SLAs and KPIs.
- Foster executive-level relationships with key stakeholders, facilitating strategic discussions, operational reviews, and issue resolution.
- Oversaw branch KPIs, revenue performance, regulatory compliance, and operational effectiveness, aligning operations with business objectives.
- Develop and implement Corporate Operating Procedures (COPs), ensuring standardization, compliance, and consistent execution across teams.
- Lead operational meetings with key stakeholders to review performance, address risks, and drive strategic initiatives.
- Identified and implemented cost-saving measures and continuous improvement initiatives, promoting operational efficiency and service quality.
- Coach and provide ongoing feedback to staff to improve performance and support achievement of organizational goals.
SENIOR CLIENT MANAGER
Marken UPS
Aston, USA
01.2023 - 01.2024
- Managed primary relationships for high-value pharmaceutical and healthcare client partnerships, leading regular business reviews and providing strategic consultative support.
- Ensured operational and regulatory compliance across client programs, proactively identifying risks and implementing corrective actions to maintain contractual obligations and client trust.
- Led continuous improvement initiatives that strengthened operational efficiency, compliance performance, and enhanced overall client experience.
- Coordinated cross-functional teams as key escalation point for client concerns, ensuring timely issue resolution and service recovery.
- Collaborated with operations, quality, logistics, and commercial teams to optimize service delivery, improve customer satisfaction, and identify growth opportunities.
- Developed operational reports and analyzed partnership performance metrics, presenting actionable business insights to leadership and clients for informed strategic decision-making.
- Trained, mentored, and coached junior associates to improve performance, strengthen client relationships, and ensure alignment with Marken's global standards.
Education
Associate of Applied Science - Criminal Science
Community College of Philadelphia
Philadelphia, PA05-2018
Skills
- Client Relations
- Escalation Resolution
- Stakeholder Management
- Cross-Functional Leadership
- Operations Management
- KPI Management
- SOP/COP Development
- Continuous Improvement
- Process Improvement
- Quality Assurance
- Revenue Growth
- Team Leadership
- Strategic Planning
- Customer Experience
- Alliance Management
Timeline
CUSTOMER SERVICE MANAGER
Marken UPS
01.2024 - Current
SENIOR CLIENT MANAGER
Marken UPS
01.2023 - 01.2024
Associate of Applied Science - Criminal Science
Community College of Philadelphia