Maxanne Jackson
Salemburg,NC
Summary
Customer Success Leader focused on enhancing inventory management and customer satisfaction. Developed effective business solutions by evaluating processes and identifying gaps, fostering interdepartmental relationships to ensure clear communication of policies. Drove continuous improvement in customer service operations, aligning enhancements with organizational objectives.
Overview
16
16
years of professional experience
Work History
Customer Success Supervisor
Owens & Minor
Raleigh, North Carolina
05.2023 - Current
- Maximize top line dollars by minimizing inventory impacts, out of stock and product availability issues by investigating and proactive communication with customers.
- Identify and drive improvement within customer service to ensure improvements are aligned with business objectives.
- Evaluate current processes, identify gaps, and develop business process and/ or systems solutions to close the gap and drive superior business results.
- Ensured adherence to best practices and standard business processes in customer service according to established process maps and documented procedures.
- Work cross functionally with other teams and departments to gather insights to improve the customer experience and transactional effectiveness.
- Cultivated strong relationships with stakeholders to enhance collaboration. and communicate policy and procedure documentation.
- Oversaw risk analysis, backorder management, sub management, and usage spikes to provide customers with essential information for informed decisions.
- Conducted quality assurance on team interactions to support development and performance of direct reports.
- Perform annual performance reviews for direct reports.
- Lead mandatory leadership training to either supervisors, and present leadership skills to the superior population within the year.
Sales Agent
Blacks Tire and Auto
Fayetteville, NC
04.2021 - Current
- Greeted and communicated with customers to understand and address vehicle concerns.
- Capture vehicle information and go over all services offered / needed.
- Documented findings and requested work on work orders, preparing accurate service quotes to ensure customer clarity on services rendered.
- Prepared purchase orders for necessary parts to enhance customer service and reconciled invoices upon receipt of parts.
- Ran daily, weekly, and monthly financial reports.
Inventory Control Analyst Surgical Services
UNC HEALTH
Lumberton, North Carolina
05.2022 - 05.2023
- Develop, implement, and maintain supply acquisition, storage, and inventory systems for the central inventory of supplies and equipment necessary for patient care.
- Provided Inventory Management expertise as needed across the hospital and managed ongoing backorders for multiple areas.
- Developed material cost and inventory reduction programs, providing data on cost savings progress for stakeholders.
- Provided Inventory Management expertise across the hospital while managing continual backorders for multiple areas.
- Led the strategic sourcing initiative for backorders and identified suitable substitutes for various departments.
- Served as a member of the buying team for Procurement, contract management, and purchasing decisions regarding the Surgical Services department.
- Resolved order status issues with warehouse, sales, and logistics partners to ensure timely supply delivery.
- Monitored details of contracts to ensure compliance and renewals., service needs, and escalation paths for key accounts.
Surgical Purchasing Agent
Southeastern Regional Medical Center
Lumberton, NC
04.2016 - 04.2021
- Negotiated and monitored contracts for ASC, Main OR, Endo, Cath Lab, and CVOR to ensure compliance and optimal resource allocation.
- Managed GPO alignment pricing and implemented cost-saving initiatives across all surgical areas to enhance budget efficiency.
- Managed and ordered supplies for Ambulatory Surgery Center, Main OR, Endo, Cath Lab, and CVOR, ensuring availability and minimizing disruptions.
OR Materials Coordinator
Betsy Johnson Hospital
Dunn, NC
11.2012 - 04.2016
- Monitored expenses, supply utilization, and equipment repair to support budget compliance.
- Responsible for sales representation for orthopedic ophthalmology urology and podiatry. Responsible for ordering all capital equipment at the OR director's request.
- Monitored supply and equipment expenses allowing justification for variances within the surgical services budget.
- Ordered implants and prostheses on consignment or from established inventory based on procedure frequency.
- Tracked supply and equipment expenses to justify variances within surgical services budget.
Surgical Technologist, Main OR
Betsy Johnson Hospital
Dunn, NC
04.2012 - 11.2012
- Developed and implemented quality improvement initiatives to ensure unit compliance with regulations on neonatal care and The Joint Commission infection control standards.
- Assessed patient needs for surgical procedures and coordinated daily case schedules to optimize workflow and patient care.
- Served as preceptor to help develop structured a structured orientation program helping new employees learn more about their role and what is expected after their trial period ends.
- Functioned as an instrument processing technician under the direction of a Clinical Leader/Registered Nurse.
- Cleaned and disinfected instruments and equipment after use, ensuring proper storage and processing procedures were followed.
- Differentiated between sterilization and disinfection methods needed for specific instruments and equipment, ensuring proper handling and safety.
- Understood and operated sterilizers, high-level disinfectors, and instrument washers, contributing to effective processing of medical instruments.
Surgical Technologist, Main OR
Bladen County Hospital
Elizabethtown, NC
06.2011 - 04.2012
- Developed and implemented quality improvement initiatives, ensuring compliance with regulations for neonatal care, The Joint Commission infection control standards, and hospital policies.
- Assessed patient needs related to surgical procedures and coordinated daily case schedules for optimal workflow.
- Served as preceptor to help develop a structured orientation program helping new employees learn more about their role and what is to be expected after their trial period ends.
- Processed instruments as an instrument processing technician.
- Cleaned and disinfected instruments and equipment after use, ensuring proper storage and processing protocols were followed.
- Differentiated sterilization and disinfection methods for specific instruments and equipment to ensure proper usage and compliance.
- Understood and operated sterilizers, high-level disinfectors, instrument washers, and other designated processors to ensure effective cleaning.
Cord Blood Specialist
Carolinans Cord Blood Bank, Womack Army Medical Center
Fort Bragg, NC
07.2010 - 06.2011
- Educated potential donors about Cord Blood Bank and public cord blood donation, highlighting its importance for pediatric patients with leukemia.
- Assisted in obtaining informed consent from donors by providing information and discussing the consent form, culminating in a written and signed document.
- Obtained delivery and neonatal information by reviewing the medical records of the mother and infant donor, and accurately recorded information on the appropriate form, performing follow-up with OB clinical staff when needed.
- Obtained delivery and neonatal information by reviewing the medical records of the mother and infant donor, and accurately record information on the appropriate form, performing follow-up with OB clinical staff when needed.
- Collected cord blood from delivered placenta following standard operating procedures and delivered to CCBB laboratory for processing and storage.
- Contributed to Quality Assurance Program by developing, implementing, and evaluating processes for cord blood banking.
- Performed other related duties to promote public cord blood banking, including educating and recruiting potential donors for the Cord Blood bank
- Assisted with education of new staff on protocol for ensuring good collection, using HRSA safety guidelines.
- Provided staffing support to other sites during shortages to cover vacations and extended sickness within the Cord Blood Bank.
Education
Bachelors of Science Degree - Management and Organizational Development
Mount Olive College
Mount Olive, NCDiploma - Surgical Technology
Carolinans College of Health Sciences
Charlotte, NCAssociates Degree - Human Services
Bladen Community College
Elizabethtown, NCSkills
- Customer success management
- Customer Experience Strategy
- Account retention
- CRM systems
- Customer Engagement Tools
- Data-Driven Decision Making
- Process improvement
- Healthcare Operations Management
- Stakeholder engagement
- Client Relationship Management
- Supply Chain Optimization
Accomplishments
- Summa Cum Laude graduate from Carolinas College of Health Sciences
- Helped develop more appropriate system for neonatal crash carts in the Labor & Delivery Unit.
- Certified as both a Neonatal Resuscitator and Basic Life Support Provider
- Successfully implemented and completed a business plan, as part of the requirements for the bachelors degree in Management at Mount Olive College. The plan involved implementation and operation of the business, projected sales, cost analysis, and expense reports for a period of five years in order to determine if the target market was successful.
Timeline
Customer Success Supervisor
Owens & Minor
05.2023 - Current
Inventory Control Analyst Surgical Services
UNC HEALTH
05.2022 - 05.2023
Sales Agent
Blacks Tire and Auto
04.2021 - Current
Surgical Purchasing Agent
Southeastern Regional Medical Center
04.2016 - 04.2021
OR Materials Coordinator
Betsy Johnson Hospital
11.2012 - 04.2016
Surgical Technologist, Main OR
Betsy Johnson Hospital
04.2012 - 11.2012
Surgical Technologist, Main OR
Bladen County Hospital
06.2011 - 04.2012
Cord Blood Specialist
Carolinans Cord Blood Bank, Womack Army Medical Center
07.2010 - 06.2011
Bachelors of Science Degree - Management and Organizational Development
Mount Olive College
Diploma - Surgical Technology
Carolinans College of Health Sciences
Associates Degree - Human Services
Bladen Community College