Monique Condon
Chardon,OH
Summary
OPERATIONS AND SUPPLY CHAIN MANAGEMENT PROFESSIONAL Dynamic Account Manager offering 13+ years of expertise in building partnerships, retaining key accounts and enhancing profit channels. Strong leader with proficiency in growing professional network, influencing decision-makers and devising successful strategies. Collaborative and strategic team leader with robust background in customer relationship management.
Overview
12
12
years of professional experience
Work History
WaveMark Account Manager
Cardinal Health CAH Location
02.2022 - Current
- Builds and fosters strong, productive customer partnerships focused on ensuring customer success and retention; develops a trusted advisor relationship with key stakeholders and executive sponsors
- Increased client satisfaction scores by 10% through proactive account management and tailored solutions
- Managed a portfolio of 20+ accounts, addressing their needs and resolving issues promptly to ensure ongoing satisfaction
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Master the full range of WaveMark Suite and partner with customer to implement best practices and value add offerings
- Customer advocacy to ensure issue resolution in a timely and effective manner while adhering to WaveMark policies and procedures
- Work in a cross functional team consisting of Operations, Engineering, Customer Support, and other functions to ensure successful installation and adoption of the WaveMark solution
- Participate in product development initiatives including new product design, documentation review, and ensuring that customers benefit from new products and enhancements
- Drive improvement in key Account Health metrics
- Communicate system updates to local clinical staff and super-users
- SFDC (Salesforce) to ensure all account-level meeting documentation
- Work closely with CS team to help support customer service issues
- Deliver local staff solution training i.e..., Mobile Hospital, hospital dashboard, and system reports
- Deliver hospital-level QBRs (Quarterly Business Review) to key stakeholders that help drive towards customer goals and WaveMark best practices.
Senior Analyst
Center of Excellence Cleveland Clinic Foundation Location
09.2012 - 02.2022
- Senior support lead for the COE Inventory Services and GBT teams in the implementation of the Oracle ERP Global Business Transformation project with emphasis on evaluating the WaveMark Boundary System of control for the Cleveland Clinic Enterprise
- Provided technical insight during the testing phase of Oracle ERP Cloud with relation to the WaveMark Boundary System and RF Smart Boundary System
- Define testing scenarios and develop test scripts
- Collaborate with stakeholders within the Global Business Transformation teams to develop reports, interfaces, data conversion programs, and application extensions
- Identify functionality gaps and develop solutions
- Identify, configure, and implement changes to the WaveMark production environment
- Manage and support post go-live support and key-user training on Oracle ERP modules for SCM, Order Management, Inventory Management, Storeroom Management, Distribution, and Procurement
- RF Smart hardware and label deployment
- Enterprise Administrator for the RF Smart solution for mobile supply chain par management
- Effectively demonstrated, evaluated, and trained the RF Smart data collection product with integration into Oracle Cloud
- 1 Full Oracle ERP cycle implementation to include six phases of testing
- Collaborative optimization of clinical workflows.
- Collaborated with cross-functional teams to identify areas of improvement, leading to increased operational effectiveness.
- Mentored junior analysts, fostering professional development while enhancing overall team performance.
Education
B.S. Geographic Studies and Mapping -
University of South Florida
Tampa, FL01.1993
Skills
- Quality Assurance
- Account Management
- Client Relationship Building
- Customer Service
- Teamwork and Collaboration
- Account oversight
- Client Relations
- Team Training
- Goals and performance
- Customer Relationship Management (CRM)
Websites
Timeline
WaveMark Account Manager
Cardinal Health CAH Location
02.2022 - Current
Senior Analyst
Center of Excellence Cleveland Clinic Foundation Location
09.2012 - 02.2022
B.S. Geographic Studies and Mapping -
University of South Florida
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