Marcia Dewberry
Customer Service
Daphne,AL
Summary
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
22
22
years of professional experience
2
2
years of post-secondary education
Work History
Systems Analyst - Remote
CVS Specialty Infusion Services
Daphne, AL
01.2022 - 10.2023
- Performed system analysis, documentation, testing, implementation and user support for platform transitions.
- Maintained company's prescriber and referral facility database within multiple platforms: ACIS, HC360, Salesforce, MDS/PDM and Epic applications.
- Provided client support on system operation and troubleshooting.
- Streamlined processes for improved productivity through thorough systems analysis and optimization.
- Collaborated with cross functional teams to develop innovative solutions for business challenges.
- Troubleshot incidents reported by end-users to schedule system changes and identify permanent solutions.
- Evaluated current systems and recommended improvements, ensuring optimal performance levels were maintained.
Operations Trainer - Remote
Coram Specialty Infusion Services
Daphne, AL
03.2014 - 01.2022
- Collaborated with management to identify areas requiring improvement and developed targeted training solutions accordingly.
- Increased employee retention through creation of engaging and interactive training sessions, on-site as well as remote.
- Developed job-specific competencies and performance standards.
- Subject Matter Expert for HC360.
- Ensured compliance with federal, state and local laws and regulations, policies and procedures, and accrediting body.
- Championed change management efforts during periods of organizational transition, guiding employees through new processes while mitigating potential resistance or confusion.
- Conducted regular audits of training content to ensure relevance and alignment with organizational objectives.
- Designed customized training materials tailored to various learning styles, ensuring effective knowledge transfer across diverse employee groups.
Operations Manager
Coram Specialty Infusion Services
Mount Prospect, IL
03.2002 - 03.2014
- Improved operational efficiency by streamlining processes and implementing cost-saving measures.
- Managed multiple departments: Customer service (CSS/HPR), warehouse/delivery, asset tracking and inventory procurement
- Analyzed and reported on key performance metrics to senior management: Leadtime, Inventory BDP, and cycle counts.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Developed strong relationships with vendors, resulting in better pricing and improved service quality.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
Education
Associate of Science - Education
Thornton Community College
South Holland, IL 08.1984 - 08.1986
Skills
End-user support
Timeline
Systems Analyst - Remote
CVS Specialty Infusion Services
01.2022 - 10.2023
Operations Trainer - Remote
Coram Specialty Infusion Services
03.2014 - 01.2022
Operations Manager
Coram Specialty Infusion Services
03.2002 - 03.2014
Associate of Science - Education
Thornton Community College
08.1984 - 08.1986