Summary
Overview
Work History
Education
Skills
Websites
Timeline
Generic

Sarah Moore

FT Worth,TX

Summary

Results-driven leader with a track record of driving business growth through customer-centric solutions. Skilled in building high-performing teams and creating long-term relationships. Committed to optimizing customer experiences and maximizing retention, revenue, and value.

Overview

17
17
years of professional experience

Work History

Director, Customer Returns Solutions

McKesson
06.2021 - Current
  • Successfully managed $422M in annual returns and implemented effective customer returns programs that resulted in generating $72.1M in AOP.
  • Discovered potential for growth through strategic alliances with sales, customers, and marketing.
  • Collaborated with legal and sales on drafting, negotiating, and executing return contracts for diverse customer segments.
  • Optimized workflows to enhance enrollment figures collaborating across functions and domains.
  • Led expansion of MRRS returns program to include Health System market segment, resulting in significant revenue and market share growth.
  • Applied data analysis and market insights to pinpoint growth opportunities for enhanced program efficiency.
  • Conceptualized and implemented all-encompassing marketing tactics, leading to enhanced brand recognition and heightened customer participation.
  • Built and maintained strong relationships with key stakeholders, vendors, and customers for seamless program execution and customer satisfaction.
  • Developed and implemented comprehensive strategies to improve operational processes and organizational efficiency.

Sr. Manager - Customer Programs, Reverse Logistics

McKesson
02.2020 - 06.2021
  • Enhanced customer engagement and program expansion by revitalizing McKesson's Rapid Returns initiative, boosting AOP to $63.3M within a 2-year period.
  • Contracted a second reverse distributor for McKesson, leading to improved performance and innovation.
  • Collaborated with distribution center operations to achieve a $13M cost savings by reducing returns-related expenses in FY20-21.
  • Developed and implemented strategies to improve operational efficiency, reduce costs, and increase productivity.
  • Monitored competitor activities to anticipate changes in the industry landscape and design appropriate response measures.
  • Directed cross-functional teams in developing innovative solutions to complex problems.
  • Collaborated with external vendors to negotiate contracts that met company requirements while minimizing costs.
  • Represented the organization at conferences or trade shows as an expert speaker on relevant topics.
  • Leadership role in planning annual budgets for each department based on forecasted sales volumes.

Sr. Manager, MSH Master Data Management

McKesson
01.2014 - 02.2020
  • Developed and executed employee metrics to optimize the customer onboarding process. Reducing cycle time by 40%.
  • Implemented Salesforce and Vistex software, resulting in improved tracking of KPIs for performance evaluation.
  • Managed the launch of Lexus Nexus as the new regulatory gold standard for updating and maintaining physician and facility licensure, ensuring compliance with state and federal regulations.
  • Created and implemented Specialty SOPs and controls, resulting in SOX compliance and a 15% reduction in data entry errors.
  • Created monthly reports for senior management summarizing operational performance metrics.
  • Coached, mentored and trained team members in order to improve their job performance.
  • Developed and implemented strategies to increase customer satisfaction and loyalty.
  • Enforced customer service standards and resolved customer problems to uphold quality service.
  • Enhanced team member performance through use of strategic and tactical approaches, motivational coaching and training.

Customer Service Supervisor

NCH Corp
07.2011 - 10.2013
  • Supervised and trained customer service staff to ensure excellent customer service delivery.
  • Provided guidance and support to junior customer service representatives, including coaching and mentoring.
  • Monitored customer service performance metrics, such as call response times, resolution rates, and customer satisfaction ratings.
  • Identified areas of improvement in the customer service process and developed strategies to address them.
  • Assisted customers with product inquiries and resolving complaints promptly and professionally.
  • Resolved escalated customer disputes in a timely manner while maintaining good relationships with customers.
  • Led successful relocation of customer service operations from CA to TX, resulting in reduced headcount and a 10% improvement in order processing time.
  • Developed policies and procedures for handling incoming calls, emails, complaints, returns, refunds.
  • Analyzed feedback from customers to identify trends in order to improve the overall quality of services provided by the department.
  • Created reports on daily, weekly, monthly basis related to customer service activities.

QA Manager - Call Center Operations

Greenshield Financial Services
01.2008 - 07.2011
  • Achieved a 50% reduction in customer complaints.
  • Generated a first-year reduction of $250,000 in customer refunds.
  • Attained 98% success in resolving BBB and Attorney General complaints.
  • Implemented strategies that resulted in an industry-leading customer retention rate of 85%.
  • Conducted root cause analysis to identify defects in a timely manner.
  • Developed test plans, protocols and strategies to ensure the highest level of product quality.
  • Created detailed bug reports with accurate descriptions, steps to reproduce the issue, screenshots.
  • Analyzed customer feedbacks and complaints to improve product quality as well as user experience.
  • Managed daily activities of QA personnel such as setting goals, providing guidance and assigning tasks.

Education

BBA - Business Administration

Kaplan University
01.2016

Skills

  • Strategic Thinking
  • Customer Success Strategy
  • Strategic Thought Leadership
  • Data-Driven Insights
  • Change Management
  • Team Leadership
  • Account Management
  • Client Relationship Management
  • Customer Advocacy
  • Financial Acumen
  • Performance Management
  • Employee Development
  • Revenue Generation
  • Cross-Functional Collaboration

Websites

Timeline

Director, Customer Returns Solutions

McKesson
06.2021 - Current

Sr. Manager - Customer Programs, Reverse Logistics

McKesson
02.2020 - 06.2021

Sr. Manager, MSH Master Data Management

McKesson
01.2014 - 02.2020

Customer Service Supervisor

NCH Corp
07.2011 - 10.2013

QA Manager - Call Center Operations

Greenshield Financial Services
01.2008 - 07.2011

BBA - Business Administration

Kaplan University

Similar Profiles

CREATE PROFILE
Sarah Moore