Nancy Robida
Lyndhurst,OH
Summary
CUSTOMER SUCCESS LEADER
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
33
33
years of professional experience
1
1
Certification
Work History
Director, Contact Center Operations
University Hospitals Of Cleveland
02.2019 - 11.2023
- Increased company revenue by streamlining processes and implementing cost-saving measures.
- Enhanced team collaboration through regular communication, goal setting, and performance evaluations.
- Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
- Improved project efficiency with strategic planning, resource allocation, and time management practices.
- Drove business expansion by identifying new markets, conducting research, and developing targeted marketing campaigns.
- Optimized staff performance by designing comprehensive training programs tailored to individual needs.
- Implemented innovative solutions to solve complex problems, resulting in increased productivity and streamlined operations.
- Boosted client satisfaction rates through exceptional relationship management and prompt resolution of issues.
- Established a culture of continuous improvement by fostering open communication channels and empowering employees to voice their ideas.
- Established departmental performance goals and provided feedback for underperforming areas.
Customer Experience Manager
Cardinal Healthcare
02.2013 - 08.2018
- Enhanced customer satisfaction by implementing a streamlined feedback system.
- Reduced response time to customer inquiries by optimizing support channels.
- Established cross-functional teams for improved communication between departments and better customer experiences.
- Implemented data-driven strategies to identify areas needing improvement in the customer journey.
- Managed escalated customer issues promptly, ensuring timely resolutions and maintaining positive relationships.
- Championed a company-wide initiative focused on creating exceptional experiences at every touchpoint throughout the buyer''s journey – from initial contact to post-sale support.
Vice President, Customer Service
Cardinal Healthcare
01.2006 - 01.2013
- Led cross-functional teams for the successful completion of major projects, resulting in increased efficiency and client satisfaction.
- Developed new revenue streams by identifying growth opportunities and forging strategic partnerships with key industry players.
- Championed talent development programs, promoting employee engagement and retention while enhancing overall workforce capabilities.
- Ensured regulatory compliance at all times by implementing robust internal controls systems coupled with proactive monitoring mechanisms.
- Directed technological improvements, reducing waste and business bottlenecks.
Sales Manager
Edgepark Medical Supplies
02.1991 - 02.2006
- Increased sales revenue by developing and implementing effective sales strategies.
- Built long-lasting client relationships through excellent customer service and consistent followups.
- Led a successful sales team by providing motivational coaching and performance-based incentives.
- Streamlined sales processes for improved efficiency, resulting in higher conversion rates.
- Analyzed market trends to identify new business opportunities, leading to expansion into profitable territories.
- Managed key accounts with strategic planning and relationship building, resulting in increased customer loyalty and repeat business.
Education
Bachelor of Arts - English
John Carroll University
University Heights, OH05.1991
Skills
- Customer Account Management
- Strategic Planning
- Inter-Department Collaboration
- Client Relations
- Sales Management
- Customer Relationship Building
- Project Management
- Cross-functional Coordination
- Active Listening
- Performance Metrics
- Conflict Resolution
- Effective Communication
- Process Improvement
- Decision Making
Certification
RCCSP Call Center Management Certification
Forrester Customer Experience Certification
Accomplishments
Founders Award - The Robert D. Walter Founder's Award is the top honor for employees of Cardinal Health. The award is given in recognition of those who make an exemplary commitment to live our values, especially those who inspire others around them to do the same.
Timeline
Director, Contact Center Operations
University Hospitals Of Cleveland
02.2019 - 11.2023
Customer Experience Manager
Cardinal Healthcare
02.2013 - 08.2018
Vice President, Customer Service
Cardinal Healthcare
01.2006 - 01.2013
Sales Manager
Edgepark Medical Supplies
02.1991 - 02.2006
Bachelor of Arts - English
John Carroll University
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