Jenn McKenzie
Granville
Summary
Dynamic leader with extensive experience in process improvement, team development, and customer relationship management. Proven track record of driving continuous improvement initiatives that enhance efficiency and generate significant cost savings. Expertise in compliance monitoring and quality assurance, resulting in increased customer satisfaction and improved operational performance.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Director, Customer Engagement
Cardinal Health
Dublin
10.2022 - Current
- Lead a global team with diverse cultural backgrounds, fostering an inclusive environment for collaboration.
- Collaborate with sales and cross-functional leaders within U.S. Medical Product Services, ensuring cohesive support for customers, and enabling the identification of potential opportunities, gaps, incremental support needs, and associated risks.
- Cultivate trusted relationships with key customers through quarterly business reviews, efficient problem resolution, and sustainable process improvement initiatives
- Spearhead the right-shoring initiative by transitioning roles to Cardinal Health in the Philippines, generating cost savings, and broadening global presence.
- Realized $1M in savings through strategic budget planning and resource allocation
Manager, Customer Experience Team
Cardinal Health
Dublin
10.2019 - 10.2022
- Lead organization 25 multi-level individuals spanning over 5 time zones supporting medical national accounts customers
- Lead team responsible for cultivating and maintaining on-going customer relationships by providing proactive resolution to service issues across supply chain
- Coach and mentor team to ensure they are getting support to foster growth and development
- Implemented cost savings by leveraging our Cardinal Health Philippians team to perform isolated work to better serve our Inside Sales Accounts
- Reduced headcount through report automation and process efficiencies
Manager, Customer Contract Compliance
Cardinal Health
Dublin
06.2018 - 10.2019
- Implemented compliance levers to protect margin and drive customer behavior
- Lead team responsible for risk protection through monitoring, reporting, and enforcing contractual requirements within customer agreements
- Collaborates with the finance and sales teams to automate and ensure accuracy of calculations and reporting of compliance results and recommended changes
- Reduced COGS compliance exception requests and approvals by driving standardization and driving accountability in the field
- Executes on initiatives to drive profitability and price compliance across the businesses
Supervisor, Pricing Service
Cardinal Health
Dublin
10.2013 - 06.2018
- Responsible for team of 15 people; development, corrective action and performance management
- Increased FY17 VOM (Supplier) by 13% in Timeliness of Pricing and Membership Updates
- Increased FY17 VOM (Supplier) by 2.5% in Overall Satisfaction
- Reduced chargeback rejection rate from 18% to 2% for key supplier partners utilizing Lean Six Sigma process mapping, benefit and effort matrices and relationship negotiations
- Responsible for managing 10 billion dollars of supplier contracts and researching pricing disputes for oncology and acute customers
- Reduced cycle time from 9 days to 3 days within first 6 months of acquiring team
- Implemented workflow tool to drive efficiencies with pricing and membership contracts
- Created sustained processes to drive first time pricing accuracy to consistently exceed 99.85%
- Executed initiative to bring EMERGE Leadership Rotation Program to Customer Cared Shared Services
Supervisor, Chargebacks
Cardinal Health
Dublin
09.2011 - 10.2013
- Partnered with pharmaceutical distributors to reconcile chargeback discrepancies and improve process efficiencies
- Implemented prioritization process to drive at risk held balance down from $47M to $7M
- Cardinal Health Mentorship program for CCSS as a Mentor for two employees to assist with career planning, goal setting and development initiatives
Senior Analyst, Customer & Supplier Relations
Cardinal Health
Dublin
04.2010 - 09.2011
- Developed relationships with our Customer and Supplier Partners using Lean Sig Sigma practices
- Collaborated across multiple internal Cardinal Health Teams to enhance the relationships with our Supplier Partners and resolve escalated issues
- Coordinated all new supplier setup including audit requirements and supplier attribute maintenance communication between Cardinal Health and Supplier Partner
- Reviewed Supplier Distribution Agreement language to ensure our business units can adhere to the agreed upon practices
Contract Coordinator, Supplier Agreements
Cardinal Health
Dublin
02.2008 - 04.2010
- Maintained the membership rosters for supplier contracts
- Implemented 30/60/90-day training program for new employees
Auditor, Pricing
Cardinal Health
Dublin
04.2007 - 02.2008
- Responsible for completing Omnicare audit prior to their departure from Cardinal Health
- Reviewed GPO alignment for pricing discrepancies
Education
Bachelor of Arts - Business Administration, Finance and Business Management
Baldwin Wallace College
Berea, Ohio01.2004
Skills
- Team leadership
- Customer engagement
- Budget management
- Compliance monitoring
- Process improvement
- Relationship management
Certification
Lean Six Sigma Experience, White Belt, Yellow Belt and Kaizen Leader Certified, Sponsor trained
Timeline
Director, Customer Engagement
Cardinal Health
10.2022 - Current
Manager, Customer Experience Team
Cardinal Health
10.2019 - 10.2022
Manager, Customer Contract Compliance
Cardinal Health
06.2018 - 10.2019
Supervisor, Pricing Service
Cardinal Health
10.2013 - 06.2018
Supervisor, Chargebacks
Cardinal Health
09.2011 - 10.2013
Senior Analyst, Customer & Supplier Relations
Cardinal Health
04.2010 - 09.2011
Contract Coordinator, Supplier Agreements
Cardinal Health
02.2008 - 04.2010
Auditor, Pricing
Cardinal Health
04.2007 - 02.2008
Bachelor of Arts - Business Administration, Finance and Business Management
Baldwin Wallace College
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