Janet Garretson
Hatfield,PA
Summary
Seasoned leader in reverse logistics and customer relations at Sanofi Pharmaceuticals, adept at driving significant improvements in claims management and customer satisfaction. Excelled in mentoring teams, enhancing workflows, and fostering cross-departmental collaborations. Skilled in CCM management and problem-solving, achieving millions in recovered deductions, demonstrating a quick learning ability, and a detail-oriented approach.
Overview
30
30
years of professional experience
Work History
Lead, Reverse Logistics Claims and Deductions
Sanofi Pharmaceuticals
01.2020 - 12.2024
- Managed team of analysts focused on researching credits for claims and returns management across all business models.
- Monitored objectives to determine effectiveness of workflows, facilitating training, and mentoring for improvement.
- Conducted meetings to discuss issues and find pertinent solutions to problems.
- Managed team members effectively to meet high production standards with accurate results.
- Trained new team members on policies and procedures for claims handling.
- Collaborated with the Trade Team, Credit, and Collections to resolve aged deductions.
- Monitored performance metrics related to credits including turnaround time and accuracy rate, while identifying areas for improvement.
- Conducted regular audits of departmental processes and procedures in order to ensure compliance, which included updating SOPs and job aids as needed.
- Worked with managers from various departments to rectify claims-related errors.
- Maintained regular performance reviews for subordinates through verbal, written, and monthly check-ins.
- Coordinated with other departments such as Finance, Sales, and Collections regarding credit activities.
- Developed and implemented strategies for improving customer service satisfaction and decreasing claims.
- Ensured that all credits were processed accurately according to established policies and procedures.
- Provided guidance to team members on the proper handling of customer disputes, as per policies.
- Analyzed claims data to identify patterns, fraud risks, and areas for process improvement.
- Researched customer inquiries, identified root causes of problems, and resolved issues in a timely manner.
- Conducted regular audits of claims and deductions to ensure adherence to company policies.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Participate in and assist with audits, including SOX and internal controls.
- Oversaw recall activities relating to returns, and issuing credits.
- Work closely and maintain a relationship with a third-party vendor, including researching, validating, and approving the third-party vendor's invoice.
- Providing ad hoc and monthly reports to finance, as well as other internal stakeholders.
- Ensure all mandatory training is completed by the team in a timely manner.
Lead, Customer Relations
Sanofi Pharmaceuticals
01.2018 - 01.2020
- Oversee team of Customer Relations Representatives and ensure team is delivering consistent and comparable levels of service, including phone coverage on a daily basis and during inclement weather
- Responsible for day to day operations of direct model/retail management, order management as well as patient/consumer customer service including replacements and refunds
- Responsible for managing and directing all aspects of the Customer Service operations while building a culture of customer focus, teamwork and continuous process improvements
- Responsible for launch readiness, meeting KPI’s, building and maintaining relationships with internal stakeholders
- Created, implemented and maintained Standard Operating Procedures, Work Instructions and Job Aids as well as provide training to all existing and new employees
- Participate and assist in audits including SOX and internal controls
Senior Customer Service Representative
Sanofi Pharmaceuticals
Bridgewater, NJ
01.2014 - 01.2018
- Professionally resolve customer complaints including report key issues surfaced by customers of significant business impact through CS Voice of the Customer (VOC)
- Manage customer inquiries within established policies, procedures, standards, and workflows; inquiry resolution including verbal response, written response, triage, fulfillment, order processing, and escalation
- Capture customer inquiries in Siebel database with high level of accuracy
- Function as a liaison between internal departments and external customers
- Maintain a high knowledge of products, policies, procedures, contacts, and the pharmaceutical industry; maintain practice of thorough documentation and proofreading
- Execute proper handling of Product Technical Complaints and Adverse Events compliantly
- Assist CS Manager to ensure most updated data is available to team to use for inquiry
- Mentor/provide technical advice and guidance to other team members with less technical expertise
Customer Service Supervisor
Weber Scientific
Hamilton, NJ
01.2010 - 01.2014
- Implemented a new customer database and Customer Service Center complaint monitoring system
- Lead monthly meetings with other department heads on Customer Service Center trending
- Assisted in the design and implementation of a new e-commerce website
- Interview, hire and train all new Customer Service Representatives and Account Managers
- Implemented an approval process to better manage overtime hours worked, which led to significant cost savings
- Conduct annual employee reviews
- Created and implemented SOP’s to enhance the departments efficiency
- Selected as one of four mentors for a newly implemented mentoring program
Customer Service Supervisor – International Customer Service, Major Accounts, Sales Support
International Technidyne Corporation
Piscataway, NJ
01.2006 - 01.2009
- Implemented new processes to improve customer satisfaction
- Led monthly reviews with key domestic and international customers
- Implemented SOP’s, training programs and recognition programs
- Assisted in the development of a Sales Support function providing dedicated support to Field Sales
- Interviewed, hired, trained, coached and mentored new Customer Associates
- Implemented a Quality Monitoring program with a focus on SOX-compliance and FDA guidelines
- Processed weekly payroll and yearly employee reviews
- Assisted Sales and Marketing in implementing promotions and policy revisions
- Reviewed and approved credits, debits, and RMA’s
- Partnered with A/R to collect payments and research deductions to decrease delinquent agings
- Assisted IT with developing new applications to enhance order entry and EDI set up
Customer Service/Account Management – Customer Support, Sales Support, Credit and collections
The Meow Mix Company/Delmonte Foods
Secaucus, NJ
01.2002 - 01.2006
- Researched and resolved customer issues
- Coordinated shipments with Manufacturing
- Handled all International documentation in accordance with state and country requirements
- Customer/account set up
- Issued credits, debits and RMA’s
- Maintained price lists
- Developed scorecards for major distributors, reported weekly to upper management and key customers
- Built and maintained outstanding customer relationships
- Validated customer deductions; Collected over 200k in invalid deductions over a 6 month period
- Led project team in implementing a new order entry, A/R and A/P system
- Generated monthly reports to assist Sales and Finance in reaching corporate goals
- Visited customer sites with Field Sales and assisted with regaining customer confidence
Customer Service Assistant Manager/Rebate Coordinator
Wechsler Coffee Corp/Sara Lee Coffee & Tea
Moonachie, NJ
01.1995 - 01.2002
- Responsible for daily customer service and billing operations
- Led a team of 20 data entry clerks while implementing a new order entry/reporting system
- Trained, coached and mentored Customer Service Associates
- Researched customer deductions and issued credits, debits, and RMAs as needed
- Created and maintained all new customer accounts, pricing, rebates and accruals
- Requested and processed check requests for monthly and quarterly rebates
Education
High School -
Memorial High School
West New York, NJSkills
- CCM management
- Time management
- Detail-oriented
- Communication, both written and verbal
- Research the root cause and problem-solving
- Create and maintain relationships internally and externally
- Quick learner
Additionallanguages
Fluent in Spanish
Timeline
Lead, Reverse Logistics Claims and Deductions
Sanofi Pharmaceuticals
01.2020 - 12.2024
Lead, Customer Relations
Sanofi Pharmaceuticals
01.2018 - 01.2020
Senior Customer Service Representative
Sanofi Pharmaceuticals
01.2014 - 01.2018
Customer Service Supervisor
Weber Scientific
01.2010 - 01.2014
Customer Service Supervisor – International Customer Service, Major Accounts, Sales Support
International Technidyne Corporation
01.2006 - 01.2009
Customer Service/Account Management – Customer Support, Sales Support, Credit and collections
The Meow Mix Company/Delmonte Foods
01.2002 - 01.2006
Customer Service Assistant Manager/Rebate Coordinator
Wechsler Coffee Corp/Sara Lee Coffee & Tea
01.1995 - 01.2002
High School -
Memorial High School
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