Jon Yettman
Hahira,GA
Summary
Accomplished leader with a proven track record at McKesson Medical Surgical, adept in Workflow Management and Team Building and Leadership. Excelled in elevating customer satisfaction scores and maintaining a Quality Assurance score above 95%. Skilled in MS Office and CRM systems, demonstrating continuous improvement and operational excellence.
Overview
18
18
years of professional experience
Work History
Customer Service Supervisor
McKesson Medical Surgical
10.2019 - 10.2024
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
- Coached employees through day-to-day work and complex problems.
- Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
- Led regular customer service meetings to review progress identify challenges and provide feedback.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Identified customer service trends to provide recommendations for process and procedural improvements.
- Improved office operations by automating client correspondence, record tracking and data communications.
- Developed internal requirements and standards to minimize regulatory risks and liability across programs.
- Managed supervisor itinerary and appointments and streamlined scheduling procedures.
- Implemented project management techniques to overcome obstacles and increase team productivity.
- Kept high average of performance evaluations.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
- Completed bi-weekly payroll for 15+ employees.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Maintained minimum monthly Quality Assurance score of 95%+.
- Scored 99% on Manager Quality Survey 3 consecutive years.
- Scored 87%+ participation rate on Employee Opinion Survey 4 consecutive years.
Supervisor in Training
NCB Management Services
02.2016 - 10.2019
- Assisted in leading each shift by delegating duties and assigning specific tasks to 15+ employees.
- Partnered with management to coach, discipline and manage employees.
- Drove process improvement strategies through lean processes and methodologies.
- Built highly productive teams through team building, clear communication and ongoing coaching.
- Reviewed accounts to determine the best way to approach the client, and then executing their plan to bring in the maximum amount of revenue.
- Researched each account using company records and Internet resources that are made available.
- Conducted custom collections campaigns on each client that consist of emails, phone calls and standard mail correspondence.
- Met key performance indicators as outlined by management.
- Maintained a minimum monthly Quality Assurance score of 95%+.
- Provided clients with superior support while improving both efficiency and effectiveness of their business functions.
Store Manager
Speedway LLC, Hess Corporation
01.2015 - 02.2016
- Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements.
- Supervised guests at front counter, answering questions regarding products.
- Managed 8-10 store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
- Approved regular payroll submissions for employees.
- Promoted team collaboration, performance, and efficiency by fostering healthy environments focused on mutual success.
- Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Managed inventory control, cash control, and store opening and closing procedures.
- Assisted with recruiting, hiring, training and mentoring new & current staff members.
- Upheld and communicated store programs and standards to employees for optimal quality, freshness, safety and cleanliness.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Scheduled 8-10 employees for shifts, taking into account customer traffic and employee strengths.
General Manager
Finish Line
01.2007 - 02.2014
- District Sales Manager Rookie of the Year, 2007
- District Larry Sablosky Customer Service Award, 2007, 2008, 2011, 2012
- Regional Runner Up Larry Sablosky Customer Service Award, 2008, 2011, 2012
- Comp Sales Gain Award (excess of $100k), 2008-2013
- Regional Community Service Award, 2013
- LP Shrink Award, Inventory Management 2008-2013
Education
Desert Storm Veteran
US Army
High School Diploma -
Duncan U Fletcher Senior High
Neptune Beach, FLSkills
- Handling Escalations
- Continuous Improvement
- Workflow Management
- Work Prioritization
- Call Center Operations
- Performance Evaluations
- Team Building and Leadership
- Team Development
- Positive and Constructive Feedback
- Time Management
- Proficient in MS Office, Teams, Excel, Word, Outlook, Powerpoint
- Proficient in ADP, Kronos, Intradiem, CRM (SalesForce) & SAP Systems
- Proficient in Citrix, Cisco/Jabber, Agenta, WebEx
Accomplishments
Created, implemented, grew Extended Care CS team presence in Jacksonville, FL
Created, implemented, grew Extended Care CS ECOMM team
Planned, organized, delegated responsibilities of cross training for: ECOMM/ADMIN/OPS/NUXEO, Customer Orders & Connections Queues
Promoted 17 employees into other roles & departments
Nominated for EC CS Manager of the Year: 2022, 2023
Actively participated in 5 different Employee Resource Groups
Elected to National Culture Lead Chair for EP ERG
Planned, organized, coordinated & executed EP ERG Heritage Month Speakers, Panelists & various events including Back To School Drives with the B&G Clubs of America
Participated & collaborated in: DEI, INSPIRE & Revamp QA Focus Groups
Participated & collaborated in: Albert Einstein SF AI Focus Group
Participated & collaborated in: MCK Social Media Advocacy Program
Participated & collaborated on Incentive Planning Committee Team
Trained & Certified in MCK Digital Literacy 101
Trained & Certified in MHFA (Mental Health First Aid)
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeLocation Preference
RemoteHybridOn-SiteLanguages
English
Full Professional
Interests
Antiquing & Collecting
Photography
Cooking
Water Activities
Timeline
Customer Service Supervisor
McKesson Medical Surgical
10.2019 - 10.2024
Supervisor in Training
NCB Management Services
02.2016 - 10.2019
Store Manager
Speedway LLC, Hess Corporation
01.2015 - 02.2016
General Manager
Finish Line
01.2007 - 02.2014
Desert Storm Veteran
US Army
High School Diploma -
Duncan U Fletcher Senior High