Robert Lee Conley Jr
Columbus,OH
Summary
Insightful Manager with experience directing and improving operations through effective employee motivational strategies and strong policy enforcement. Proficient in best practices and regulatory requirements of industry operations. Talented leader with analytical approach to business planning and day-to-day problem-solving.
Overview
19
19
years of professional experience
Work History
Consultant
Centric Consulting
03.2023 - Current
- Collaborated with cross-functional teams to successfully deliver comprehensive solutions for clients.
- Improved client satisfaction by effectively managing multiple projects and consistently meeting deadlines.
- Developed process maps for clients, resulting in increased understanding of processes and training.
- Collaborated on Licensing, Control Substances and Consignment processes.
- Streamlined internal processes to enhance team efficiency and improve overall project outcomes.
- Collaborated with cross-functional teams to ensure seamless execution of complex projects while meeting all stakeholders'' expectations.
- Evaluated existing business models to identify areas of improvement.
MGR, Strategic Planning/Execution
Cardinal Health
07.2017 - 12.2022
- Managed and motivated employees to be productive and engaged in work.
- Conducted site assessments to verify and validate the sites needs for the new software system SAP.
- Onboarded new employees with training and new hire documentation.
- Collaborated cross-functionally with the following teams e-commerce, edi, salesforce and other order-to-cash groups to cement partnerships and achieve mutual goals.
- Accomplished multiple tasks within established timeframes.
- Resolved team member conflicts, actively listening to concerns and finding appropriate middle ground. My team consisted of 8 direct reports and 15 contractors.
- Participated in planning meetings, noting all key information to disseminate to project stakeholders.
- Maximized performance by monitoring daily activities and mentoring team members.
- Cross-trained existing employees to maximize team agility and performance.
- Smoothly supported team activities to efficiently accomplish project milestones which included testing and implementation. Implementation consisted of microsoft teams and in-person training.
Sr Cnslt, Strategic Planning/Execution
Cardinal Health
06.2014 - 07.2017
- Conducted site assessments to verify and validate the sites needs for the new software system SAP.
- Wrote and reviewed documents for errors and processes to be designed in the new software system SAP.
- Gathered, analyzed and reported new system SAP requirements.
- Participated in planning meetings, noting all key information to disseminate to project stakeholders.
- Smoothly supported team activities to efficiently accomplish project milestones.
- Collaborated cross-functionally with other teams such as dropship, e-commerce, salesforce, edi and other order-to-cash groups to cement partnerships and achieve mutual goals.
- Completed testing, training and implementation of the new software system.
Cnslt, Operational Excellence
Cardinal Health
02.2011 - 06.2014
- Evaluated diverse organizational processes to identify workflow, communication, and resource utilization issues.
- Gathered data on transactional and operational processes to determine improvements to the processes to streamline the time and remove errors.
- Trained new Kaizen leaders and supported them until certification is reached.
- Managed the project pipeline for the 3PL and SPD business units of Cardinal Health.
- Managed black belt projects through the DMAIC processes until completion in 180 days.
Customer Operations Supervisor
Cardinal Health
11.2006 - 02.2011
- Supervised a team of 8 people that did customer service and accounts receivables for 17 clients.
- Provided additional training as the clients brought on new customers and new products.
- Implemented new processes to handle new products or customer needs to support our clients to increase customer and client retention.
- Performed business analysis and provided guidance on best practices and various approaches.
- Interacted well with customers to build connections and nurture relationships.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- Assisted in recruiting, hiring and training of team members.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
Customer Service Lead
Cardinal Health
01.2006 - 11.2006
- Stepped up to assist customer service supervisor and manager with complaints and issues during times of department short staffing.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Processed customer service orders and returns promptly to increase customer satisfaction.
- Tracked customer service cases and updated service software with customer information.
- Responded to customer requests for products, services, and company information.
- Answered constant flow of customer calls with minimal wait times.
- Provided primary customer support to internal and external customers.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Responded to customer calls and emails to answer questions about products, orders and returns..
- Updated account information to maintain customer records.
- Greeted customers and listened closely to problems described to determine solutions.
Customer Service Representative Agent
Cardinal Health
04.2005 - 01.2006
- Provided primary customer support to internal and external customers.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Increased efficiency and team productivity by promoting operational best practices.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Answered constant flow of customer calls with minimal wait times.
- Liaised with sales, account managers and management teams to develop solutions and accomplish shared objectives.
- Delivered prompt service to prioritize customer needs.
- Investigated and resolved customer inquiries and complaints quickly.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Processed customer service orders promptly to increase customer satisfaction.
- Met customer call guidelines for service levels, handle time and productivity.
- Maintained up-to-date knowledge of product and service changes.
- Trained new personnel regarding company operations, policies and services.
Education
MBA -
Colorado Technical University
Colorado Springs, CO08.2007
BBA - Marketing
Georgia Southern University
Statesboro, GA06.1998
High School Diploma -
Wrens High School
Wrens06.1990
Skills
- Issue Resolution
- Government Policy
- Process Improvement Initiatives
- Change Management Process
- Operational Procedures
- Cross-Functional Collaboration
Timeline
Consultant
Centric Consulting
03.2023 - Current
MGR, Strategic Planning/Execution
Cardinal Health
07.2017 - 12.2022
Sr Cnslt, Strategic Planning/Execution
Cardinal Health
06.2014 - 07.2017
Cnslt, Operational Excellence
Cardinal Health
02.2011 - 06.2014
Customer Operations Supervisor
Cardinal Health
11.2006 - 02.2011
Customer Service Lead
Cardinal Health
01.2006 - 11.2006
Customer Service Representative Agent
Cardinal Health
04.2005 - 01.2006
MBA -
Colorado Technical University
BBA - Marketing
Georgia Southern University
High School Diploma -
Wrens High School
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