Jodi Deitz
Sr. Customer Service Manager
Peoria,AZ
Summary
Accomplished at Covetrus, I spearheaded initiatives that surged service levels to 90%, showcasing expertise in analytics and employee retention. My leadership in process improvement and fostering collaboration propelled operational excellence and enhanced customer satisfaction, embodying a blend of strategic vision and empathetic management.
Overview
13
13
years of professional experience
Work History
Sr. Customer Service Manager
Covetrus
03.2024 - Current
- Developed a comprehensive coaching playbook for over 23 supervisors and managers across the U.S.
- Collaborating closely with the Vice President to create a shared services program aimed at enhancing the customer experience.
- Acted as the voice for both employees and customers, ensuring their needs and concerns are heard and addressed.
- Served as a liaison between operations, marketing and call centers to address product issues and concerns while ensuring effective customer communication.
- Provided critical support for the closure of two facilities, ensuring smooth transitions and minimal disruption.
- Partnered with legal to craft compliant and effective talking points for call center teams.
- Refining tools and processes to ensure consistency and alignment across teams.
- Leveraging an auto-dialer system to reduce manual outreach and increase productivity in other areas.
- Data-driven and analytics-focused to inform decisions and improve outcomes.
- Managing a team of 50 pharmacists and technicians across Phoenix and Houston.
Sr. Manager, Operations
Covetrus - Atlas Pharmaceuticals
11.2022 - 03.2024
- Develop and implement a production plan focused on reducing scrap and increasing output efficiency.
- Identify strategies to decrease turnover by fostering engagement, improving workplace culture, and supporting employee development.
- Increase productivity through process optimization, performance tracking, and effective resource allocation.
- Create a succession plan by identifying key roles, nurturing internal talent, and building structured development pathways.
- Manage daily operations to ensure seamless execution, quality control, and alignment with business objectives.
Interim Operations Manager
Covetrus
11.2021 - 11.2022
- Reduced turnover in the 503A compounding department by fostering engagement and improving staff retention strategies.
- Increased service levels by optimizing processes and addressing operational bottlenecks.
- Cultivated a trusting and supportive atmosphere for staff to encourage collaboration and accountability.
- Developed a production plan for tablets to prevent product shortages and maintain consistent availability.
- Assisted in the creation of the "11 Never Run Outs" initiative to ensure product reliability.
- Initiated the development of the syringe filler to enhance compounding efficiency.
- Boosted compounding SLA by 55% within six months.
- Established a pathway for the call center to better understand compounding constraints and align expectations.
- Provided a strategic voice to the sales team by promoting high-demand products and removing time-consuming products from sales flyers.
Customer Service Manager
Covetrus
11.2011 - 11.2022
- Led a team of 60 technicians and pharmacists, fostering long-term employee retention.
- Increased SLA from 16% to 90% within seven months and consistently met KPIs for over five years.
- Acted as a liaison between the call center, compounders, and sales team to streamline communication and collaboration.
- Created a "one-stop shop" experience for customers, eliminating the need for transfers across different regions of the USA.
- Developed and mentored leaders, fostering growth and promoting a culture of continuous learning.
- Partnered with sales and corporate teams to craft effective talking points for staff.
- Advocated as a voice for both customers and staff, ensuring feedback was heard and addressed.
- Established communication channels for corporate account customers to enhance service delivery.
- Trained call center staff to support operations and other departments as needed.
- Conducted time studies for all aspects of the call center to improve efficiency and resource allocation.
Education
Associates - Administrative
Aakers Business College
Grand Forks, ND05-1991
Skills
- Complaint handling
- Call center and people management
- Sales support
- Service quality assurance
- Production Planning
- Communication
- Employee Retention
- Key Performance Indicators (KPI)
- Training and Development
- Process Improvement
- Analytics
- Succession Planning
Accomplishments
Awards
2022 Compounding Outstanding Support
2021 A2E Champion
2015 Employee of the Month
2013 Employee of the Month
Languages
English
Native or Bilingual
Certification
- Certified Pharmacy Technician (CPhT) - Pharmacy Technician Certification Board (PTCB).
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeContract WorkWork Location
On-SiteRemoteHybridImportant To Me
Career advancementWork-life balanceCompany CultureHealthcare benefitsPaid time offPaid sick leave401k matchStock Options / Equity / Profit SharingQuote
There are no mistakes in life, only lessons. There is no such thing as a negative experience, only opportunities to grow, learn and advance along the road of self-mastery. From struggle comes strength. Even pain can be a wonderful teacher.
Robin Sharma
Software
Microsoft Word, Excel, Office
Alteryx
Salesforce
Tableau
Interests
Welding, painting and crocheting
Timeline
Sr. Customer Service Manager
Covetrus
03.2024 - Current
Sr. Manager, Operations
Covetrus - Atlas Pharmaceuticals
11.2022 - 03.2024
Interim Operations Manager
Covetrus
11.2021 - 11.2022
Customer Service Manager
Covetrus
11.2011 - 11.2022
Associates - Administrative
Aakers Business College
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