Summary
Overview
Work History
Education
Skills
QUALIFICATIONS
Timeline
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Joni Zipperer

Chandler,AZ

Summary


Dynamic individual with hands-on experience in Purchasing MRO and talent for navigating challenges. Brings strong problem-solving skills and proactive approach to new tasks. Known for adaptability, creativity, and results-oriented mindset. Committed to making meaningful contributions and advancing organizational goals. Relationship building for better outcomes.

Overview

2025
2025
years of professional experience

Work History

Additional Early Experience
  • Call Quality Development Coach - Hospice Pharmacia (A division of ExcelleRx, Inc)
  • Certified Pharmacy Technician - Hospice Pharmacia (A division of ExcelleRx, Inc)
  • Pharmacy Technician Manager – Community Clinical Medical Pharmacy
  • Office Manager, Buyer, Training and Customer Service – Carepro Health Services

Customer Experience, Coach, Training Assistant

Grainger Industrial
01.2018 - 01.2025
  • Deliver empathetic, efficient service in a high-volume inbound environment; handle order placement, product identification/search, pricing, invoicing discrepancies, credits, and returns.
  • Navigate multiple systems (CRM, SAP, MS Office/Outlook/Teams) to research accounts, resolve issues, and document interactions accurately.
  • Apply critical thinking and independent problem-solving to provide fast, accurate resolutions on complex or time-sensitive cases; escalate when appropriate.
  • Communicate clearly by phone and in writing while collaborating in a team-based, ethics-driven environment.
  • Demonstrate technical agility and continuous improvement, incorporating coaching/feedback to enhance quality and efficiency. Assist with training new hires in the classroom and mentoring.
  • Consistently scored 100% on Voice of the Customer surveys

Caregiver and Temporary Work
01.2016 - 01.2018
  • I took time off to care for mother with Alzheimer’s. I also worked a few temporary jobs as a supervisor with McKesson and Consumer Cellular and CVS Specialty Pharmacy. My mother has now passed away.

Account Manager

Enclara Pharmacia
01.2013 - 01.2016
  • Establish and maintain direct relationships with multi-million dollar national accounts on a corporate and individual office level.
  • Retain hospice contracts through interactions with hospice decision makers including CEOs, owners, and Executive Directors.
  • Provide clinical, educational, and training support for clients for better integration of corporate software and personnel.
  • Quarterly business reviews to ensure clients receive both quality and value through our relationship. Major focus was on client profitability and satisfaction.

Supervisor

Humana RightSourceRx Pharmacy
01.2008 - 01.2013
  • Supervise team of 20-30 call center pharmacy professionals.
  • Plan and execute performance improvement projects to increase team productivity and skill level.
  • Coach employees individually to improve overall performance and job satisfaction.
  • Support team to meet quality metrics including average handle time (AHT) and adherence.
  • Implement and maintain quality initiatives to support customer satisfaction for improved clinical outcomes.
  • Worked closely with Work Force Management, monitoring adherence and schedules.

Education

Kirkwood Community College
Cedar Rapids, IA

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Mount Mercy College
Cedar Rapids, IA

Skills

  • Avaya, CMS, Salesforce, Verint, Outlook, SAP
  • Feedback delivery
  • Coaching techniques
  • Empathy development
  • Group leadership
  • Personable and friendly
  • Building relationships
  • Team motivation
  • Team development
  • Ethics and integrity
  • Influencing skills
  • Creativity enhancement

QUALIFICATIONS

  • Customer-centric professional dedicated to improving outcomes and delivering exceptional service.
  • Proven educator/trainer across diverse settings; known for boosting team engagement and knowledge sharing.
  • Skilled at prioritizing and executing detail-oriented tasks in high-volume, fast-paced environments.
  • Effective collaborator on corporate teams who also thrives working independently with minimal supervision.
  • Extensive knowledge of pharmaceutical, healthcare, and maintenance, repair & operations (MRO) products.

Timeline

Customer Experience, Coach, Training Assistant

Grainger Industrial
01.2018 - 01.2025

Caregiver and Temporary Work
01.2016 - 01.2018

Account Manager

Enclara Pharmacia
01.2013 - 01.2016

Supervisor

Humana RightSourceRx Pharmacy
01.2008 - 01.2013

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Mount Mercy College

Additional Early Experience

Kirkwood Community College

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Joni Zipperer