Lisa Durden-Tribble
Snellville,GA
Summary
Take charge Account Operations Manager with 23 years of experience with account management and relationship-building to achieve optimal success. Plans, coordinates and directs support service delivery to meet expense, revenue and profit goals. Consistently achieves measurable results in account-specific financials, client satisfaction and employee development and retention.
Overview
22
22
years of professional experience
Work History
Sr. Account Operations Manager
McKesson Corporation (CMM)
10.2014 - Current
- Manage Strategic Pharmacy chain accounts with total annualized revenue of $25M
- Primary responsibility for customer experience management, internal and external communications, customer value delivery and customer retention
- Provide clients with solution portfolio assessments through delivery of Value Analysis reports, ROI statistics, and on-site business review meetings
- Provide training and user support to clients with low utilization of contracted solutions to help them optimize performance
- Manage customer onboarding process by ensuring solutions are implemented within contractually specified timelines, conducting ongoing customer status meetings, and coordinating collaborative efforts between customers and RelayHealth internal resources
- Collaborate with multiple RelayHealth departments to ensure all contractual requirements are satisfied.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Enhanced customer satisfaction by providing timely and accurate responses to inquiries and concerns.
- Facilitated communication between clients and internal teams, ensuring all parties were aligned on project goals and expectations throughout the process.
- Communicated with upper management regarding performance and areas out of compliance with contractual agreements to identify solutions.
- Led successful change management initiatives in response to evolving industry demands, enabling organizations to adapt quickly while maintaining high levels of client satisfaction.
Account Manager, Micro Chain Pharmacy
McKesson Corporation (RelayHealth)
10.2010 - 10.2014
- Managed 36 Micro pharmacy account with total annualized revenue of $1M
- Primary responsibility for customer issue resolution and internal and external communications delivery
- Consulted and trained customers on contracted services
- Organized and conducted report reviews
- Reviewed customer network traffic monthly reports to ensure continuation of revenue
- Provided clients with timely Value Analysis reports and Business review conference calls.
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Addressed problems with accounting, billing, and service delivery to maintain and enhance client satisfaction.
- Managed diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
- Evaluated client needs and developed tailored solutions to increase positive customer ratings.
- Conducted regular account reviews to identify areas for improvement and ensure continued success.
- Educated clients on new products or services to increase customer engagement with brand.
- Built and strengthened long-lasting client relationships based on accurate price quotes and customer-centric terms.
- Collaborated with sales team to identify potential upsell opportunities and expand client base.
- Monitored and analyzed customer feedback to identify opportunities for improvement.
- Established clear communication channels between clients and internal teams, ensuring seamless project execution.
- Coordinated with internal teams to facilitate prompt delivery of client projects.
- Cultivated long-term relationships with key stakeholders in assigned accounts, fostering trust and loyalty among clients.
- Developed and implemented strategies to increase client retention.
- Provided comprehensive reporting on account performance, enabling clients to make data-driven decisions about future investments.
Account Manager, Community Pharmacy
McKesson Corporation (RelayHealth)
05.2008 - 10.2010
- Responsible for client retention
- Review customer reports and contracts with Pharmacy owners
- Liaison between sales associates and customer support center
- Process credits, rebills, account terminations and assist in revenue collection
- Distribute customer welcome packets for new contracted services.
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Managed 1200+ diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
Implementation Analyst, Pharmacy Solutions
McKesson Corporation (RelayHealth)
12.2001 - 05.2008
- Implemented new pharmacy customers onto contracted services
- Served as product knowledge expert on all RelayHealth solutions
- Consulted on all customer technical requests
- Provided customer service, client training, and resolve pharmacy claim issues
- Conducted quarterly report and edit reviews with clients and Account Managers
- Quality checked all technical and implemented requests to ensure no HIPPA violations.
- Utilized strong communication skills to present progress updates and recommendations to stakeholders throughout each project phase.
- Managed multiple projects simultaneously, prioritizing tasks effectively to meet deadlines and exceed expectations.
- Demonstrated adaptability by successfully managin the implementation of various software solutions across multiple industries.
- Actively participated in team meetings, sharing insights from previous projects that led to improved strategies moving forward.
- Consistently met or exceeded implementation objectives by maintaining a high level of organization and attention to detail.
- Maintained open lines of communication with clients throughout the entire project lifecycle, fostering trust and positive working relationships.
- Resolved complex technical issues through diligent troubleshooting, improving overall system functionality.
- Conducted thorough testing of implemented solutions, ensuring optimal performance and minimal issues postlaunch.
- Communicated and explained business requirements to team members to understand and implement functional demands.
Education
Business Management -
Georgia State University
Atlanta, GASkills
- Operational Efficiency
- Staff Training and Development
- Teamwork and Collaboration
- Customer Service Management
- Relationship Building
- Hiring and Onboarding
- Customer Retention
Accomplishments
- Circle of Excellence 2003 & 2004
- Pharmacy Excellence for Innovation 2009
- President’s Club 2011
- President’s Excellence Award 2015
- On track for Greenbelt Certification
- 2024 Q4 CMM Employee of the QTR.
Additional Knowledge And Skills - Computer
Proficient in MS Word, Outlook, Excel, PowerPoint, Salesforce.com, SAP, RelayHealth Pharmacy Support Applications (RxEM, Cognos, CPS, ComStat, PBRS, EPAR, EMFT, JIRA, JTRAC)
Timeline
Sr. Account Operations Manager
McKesson Corporation (CMM)
10.2014 - Current
Account Manager, Micro Chain Pharmacy
McKesson Corporation (RelayHealth)
10.2010 - 10.2014
Account Manager, Community Pharmacy
McKesson Corporation (RelayHealth)
05.2008 - 10.2010
Implementation Analyst, Pharmacy Solutions
McKesson Corporation (RelayHealth)
12.2001 - 05.2008
Business Management -
Georgia State University
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