Jenny Stroud
Lancaster,SC
Summary
Dynamic Customer Care and Support Manager at Nutramax Laboratories, Inc., with a proven track record in enhancing customer satisfaction and team efficiency through strategic training and performance analytics. Skilled in Five9 system optimization and fostering a culture of compliance and excellence.
Overview
12
12
years of professional experience
Work History
Customer Care and Support Manager
Nutramax Laboratories, Inc.
Lancaster, SC
07.2019 - Current
- Leading a high-volume customer support center, leveraging AI-driven automation and workforce optimization to enhance service delivery
- Implement Five9 and SAP-based solutions to improve call routing, agent productivity, and customer interactions
- Utilize real-time data analytics to optimize KPI performance and improve customer satisfaction scores
- Develop and execute leadership training programs, aligning with ICMI strategy principles to boost team efficiency
- Enhance customer loyalty programs, increasing engagement and retention through personalized service strategies
State and National Certified Senior Pharmacy Tech
Avita Pharmacy
Rock Hill, SC
07.2017 - 07.2019
- Assisted managing a high-volume pharmacy operation, processing 1,000+ prescriptions daily while ensuring accuracy and compliance
- Integrated McKesson-driven automation for inventory and order management, reducing stock shortages and operational inefficiencies
- Spearheaded customer interactions, improving patient satisfaction and service response times
- Led training programs in pharmacy operations, compliance, and customer service strategies to elevate team performance
Pharmacy Manager
Fred’s Pharmacy
Kershaw, SC
01.2013 - 07.2017
- Supervised pharmacy staff and daily operations, ensuring strict adherence to state and federal regulations
- Trained team members in customer engagement, compliance protocols, and efficiency tools to improve service delivery
- Developed prescription tracking solutions, reducing processing times and enhancing order accuracy
Permanent Makeup Artist/Business Owner
Southern Beauty PMU
Pineville, NC
09.2021 - Current
- Built a successful beauty services business, specializing in advanced cosmetic tattooing techniques
Certified Personal Trainer/Small Business Owner
Muscles & Mascara LLC
Kershaw, SC
03.2016 - 01.2025
- Designed fitness programs focusing on women’s health, nutrition, and personal transformation
Education
CPHT -
Walgreens Pharmacy Program
Business Management
University of South Carolina
Skills
- Customer Experience & Support Strategy
- AI in the Contact Center & Process Automation
- Five9 System Optimization & CRM Management
- SAP & Data Analytics for Performance Metrics
- Leadership Development & Employee Training
- Call Center Operations & Workforce Management
- Regulatory Compliance (FDA, DEA, 340B)
- Budgeting, Payroll & Scheduling
Accomplishments
- Optimized Five9 call center technology, reducing call wait times by 90% and improving efficiency.
- Implemented AI-driven customer service enhancements, increasing CSAT scores by 75 points.
- Developed leadership training initiatives, improving team retention and performance.
References
References available upon request.
Advanced Certifications & Leadership Training
- ICMI Leadership & Strategy Certification
- AI in the Contact Center Certification
- LMI (Leadership Management International)
- Leadership Lancaster Graduate
- Maxwell Leadership Program
- Five9 System Training & Efficiency
Timeline
Permanent Makeup Artist/Business Owner
Southern Beauty PMU
09.2021 - Current
Customer Care and Support Manager
Nutramax Laboratories, Inc.
07.2019 - Current
State and National Certified Senior Pharmacy Tech
Avita Pharmacy
07.2017 - 07.2019
Certified Personal Trainer/Small Business Owner
Muscles & Mascara LLC
03.2016 - 01.2025
Pharmacy Manager
Fred’s Pharmacy
01.2013 - 07.2017
CPHT -
Walgreens Pharmacy Program
Business Management
University of South Carolina
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