Janice Taylor
Sr. Manager, Customer Data Management
Antioch,Illinois
Summary
Accomplished Senior Manager and team player with over 35 years of experience in a fast-paced business environment. Seasoned leader overseeing operations, data management, order entry, procedure implementation, and Automatic Call Distribution (ACD). Demonstrated expertise in providing exceptional customer service, hiring and training employees, and mentoring teams. Well-versed in both domestic and international customer relations. Proactive and highly organized with strong oral, written, and interpersonal skills. Possesses knowledge of pharmaceutical and medical terminology. Exceptional at managing and prioritizing tasks in high-volume and high-pressure situations. Utilizes well-developed analytical and problem-solving skills to ensure quality monitoring. Applies business knowledge across multiple systems. Known for establishing strong working relationships with vendors, customers, and peers.
Overview
31
31
years of professional experience
1
1
Certification
Work History
Senior Manager, Customer Data Management
College of American Pathologists (CAP)
11.2023 - Current
- Manage all resources to provide timely, accurate, and prompt processing of data, ensuring requests are handled and responded within established organizational and benchmarked standards.
- Establish and maintain appropriate interdivisional communication and strong collegial working relationships with all areas of the College to effectively support all business units and the continuity of programs/services. Continually evaluate departmental information systems and procedures to seek operational improvements that support integrated, effective services.
- Assist director and Strategic Planning and Business Operations team with development and centralization of customer data standards and metrics, including data quality monitoring processes, data governance, clean-up support. Manage the overall operation and administration of the CDM unit, including: developing new/modifying existing procedures, setting priorities and distribution of resources, conducting training, and formulating plans to ensure timely, accurate, and effective delivery of new and existing services.
- Planning, Organizing, and Managing all activities associated with the order capture, data entry/maintenance and imaging functions within Shared Services, including but not limited to results entry for business programs, order, subscription, and customer/member record management
- Provides a premier business experience through timely and accurate customer interactions, by a highly trained and motivated workforce
- Ensures new business/program developments integrate efficiently into the customer model
- Oversee all order management functions required for processing the annual Order Renewals ($200 million in revenue), including administration of customer bid requests /contract documentation, on-line supplier network/vendor registrations, pricing set-ups, and inventory aspects.
- Established strong relationships with clients and stakeholders, ensuring long-term partnerships and repeat business.
- Improved team performance by providing comprehensive training and fostering a collaborative work environment.
- Heavy focus on business rules for order import, and data validations and processes.
Manager, LAP Operations
College of American Pathologists (CAP)
03.2013 - 11.2023
- Reduced Department RONA’s from 15% to 4%
- Worked closely with CCC, CFS, Distribution Services, CDM, Marketing, IT, and other related departments to provide customer service in a timely manner
- Monitored staff phone calls and service requests for quality, content, and timeliness
- Utilized data from phone trends to identify customer service improvement and educational opportunities
- Ssist with the implementation of new projects and initiatives
- Developed system for tracking staff accuracy and output.
- Accomplished multiple tasks within established timeframes.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Cross-trained existing employees to maximize team agility and performance.
International Customer Support Specialist
College of American Pathologists (CAP)
06.2009 - 03.2013
- Primary source of customer service for international clientele
- Served as a resource for all aspects of international business including but not limited to shipping inquiries, customs fees, declared value(s), harmonized codes for transport, address and fulfillment issues, packager instructions, review of ordering instructions, set up of alternate carriers, commercial invoice standardization, escalation and communication processes
- Supported international on-boarding and distributor relationships
- Participated on cross functional teams to strengthen business processes to support international customer base
- Resolved issues of international business that required more extensive solutions and maintained database of customer issues
- Developed system to forward permits and Non-Haz letters to CAP vendors in advance of shipment
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
Customer Data Management Specialist
College of American Pathologists (CAP)
10.2001 - 06.2009
- Booked and maintained domestic, international contract orders and accounts
- Processed data maintenance requests, ISR/Responses and updated inventory
- Troubleshot data-related problems and coordinated maintenance or modifications to correct defects.
- Earned numerous recognition awards for extraordinary work on special projects and willingness to “go the extra mile” to ensure the projects were done correctly and on time.
WORD PROCESSING/ADMIN ASSISTANT/ACCOUNTS PAYABLE
College of American Pathologists (CAP)
07.1993 - 10.2001
- Produced Participant Summary Reports and offered data entry support when needed. Maintained archived Data Entry and Word Processing information.
- Provided administrative support to Survey department directors, managers, and technical associates.
- Processed payment of invoices, travel expense reimbursement forms for staff and doctors traveling on College business.
- Reconciled accounts and maintained filing system for paid invoices, returns and expense reports.
Education
Master of Business Administration -
Shipping and Dangerous Goods Certificate -
Bachelors in Business Administration -
Complying With U.S. Export Controls Certificate -
Project Management Certificate -
Skills
- Customer Service and Order Management
- Cross-Functional Collaboration
- Staff Management and Development
- Develop, Maintain and Enforce Policies/Procedures
- Decision-Making and Problem Solving
- ACD Experience
- MS Office/Oracle/Salesforce
- Pharmaceutical and Medical Terminology
- Domestic and International Customer Relations and Shipping
- Managing Operations and Efficiency
- Process Improvement
- Professional and Courteous
Professional Development
- Leadership Development Cohort
- Delivering Presentations that Get Results
- Respect in the Workplace
- PPT Tips Tools and Timesavers
- How to Ask for and Give Feedback
- Building Trust in the Workplace
- Performance Management
- Crucial Conversations and Accountability
- Power Listening / Feedback
Certification
Shipping and Dangerous Goods Certificate
Complying With U.S. Export Controls Certificate
Project Management Certificate
Timeline
Senior Manager, Customer Data Management
College of American Pathologists (CAP)
11.2023 - Current
Manager, LAP Operations
College of American Pathologists (CAP)
03.2013 - 11.2023
International Customer Support Specialist
College of American Pathologists (CAP)
06.2009 - 03.2013
Customer Data Management Specialist
College of American Pathologists (CAP)
10.2001 - 06.2009
WORD PROCESSING/ADMIN ASSISTANT/ACCOUNTS PAYABLE
College of American Pathologists (CAP)
07.1993 - 10.2001
Shipping and Dangerous Goods Certificate
Complying With U.S. Export Controls Certificate
Project Management Certificate
Master of Business Administration -
Shipping and Dangerous Goods Certificate -
Bachelors in Business Administration -
Complying With U.S. Export Controls Certificate -
Project Management Certificate -
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