TOSHA MORRIS

● Direct oversight of call center agents in their assigned team.

●Lead, motivate and coach agents by providing consistent and constructive feedback as part of performance improvement and individual development.

● Uphold and support employee engagement by continuing to build and influence a positive culture.

● Ability to use Salesforce (CRM) to effectively manage and document performance metrics.

● Ability to use Kronos to monitor and update payroll hours on a weekly basis.

● Maintain the highest levels of customer care while demonstrating a friendly, professional and cooperative attitude

● Conduct and maintain continuous productivity and schedule adherence within the assigned team

● Works closely with agents to assure that McKesson is in compliance with all government regulatory anti-fraud and abuse statutes.

● Effectively act as a liaison between Customer Care agents and internal departments to provide excellence in service delivery.

● Ability to coach and mentor agents to excel and drive behaviors in a fast-paced service environment

● Enters Customer orders received via phone and/or e-mail.

● Monitors assigned email to case SalesForce queues.

● Ensures that the assigned queues are worked on a regular basis.

● Completes ongoing training as assigned.

● Complete assigned CCCE courses in a timely manner.

● Participates as an active member of assigned team with responsibility of a call center agent as the business directs.

● Attends all scheduled team meetings.

● Prepares for monthly 1:1’s with supervisor.

• · Being responsible for limited book of business (3-5 High Profile Accounts) that are members of US Oncology Network.
• · Responsible for day to day business, which includes but not limited to order processing, calls, order tracking, quarterly buy-ins, assisting with new account sets up.
• · Trouble shooting and problem solving, day to day activity, product knowledge and sales reporting.
• · Monitors assigned email to case in Salesforce ques along with daily use of SAP reporting software.
• · Daily ZBOR Reporting consisting of Fair Share Orders, Unconfirmed Orders, Block Orders,
• Facilitate DEA License Blocks, CSMP Blocks, State License Blocks.
• Used Microsoft Word and other software tools to create documents and other communications

· Receives calls via assigned call queues.

· Monitors assigned email to case Salesforce queues.

· Ensures that the assigned queues are worked on a regular basis.

Aids customers with returns process initiation.

· Aids customers with expired returns working with the manufactures

· Aids customer with any complaints or broken medications that they received

· Answers shipping and delivery questions.

· Directs customers to proper departments when questions are outside of their assigned scope of business.

· Tracking orders

· Processing Credits

· Working with warehouse to resolve cycle counts

· Assisting with credentialing cases

· Answer phones and assisted customers with concerns as needed.

• Developed and maintained courteous and effective working relationships
• Maintained energy and enthusiasm in fast-paced environment
• Delivered exceptional level of service to each customer by listening to concerns and answering questions

• · Enter Customer orders received via phone, fax, and email.
• Receives calls via assigned call queues.
• Monitors assigned email to case Sales Force queues.
• Ensures that assigned queues are worked on regular basis
• · Answers Phones and Assists Customers with concerns as needed.
• Aids customers with returns process initiation.
• Contacting Master Data Collections Dept/Finance to remove blocks from account.
• Directs customers to proper departments when questions are outside of their assigned scope of business.
• Track Packages, answer shipping and delivery questions
• Running license block reports.
• Keying debits and credits.

• Working in inbound and outbound calling for high risk value customers and customer retention.
• Acting as Training Assistant by providing assistance and training new Customer Service Pro teams.
• Executing research and analysis to resolve complex customer issues and repair customer relationships.
• Handled 60 calls per day to address customer inquiries and concerns
• Worked flexible hours; night, weekend, and holiday shifts
• Improved operations through consistent hard work and dedication
• Developed and maintained courteous and effective working relationships
• Maintained excellent attendance record, consistently arriving to work on time
• Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity

• Managed and motivated group of 15 direct reports and Senior Representative.
• Accountable to all results and in charge of balancing daily activities of group to exceed business standards.
• Focused on creating positive pod environment by creating games and activities.
• Built strong interpersonal relationships by focusing on recognition and strengths .
• Responsible for developing bench strength and creating new leaders
• Part of Onboarding Team
• Aligning teams and direct reports to ensure differentiated customer experience.
• Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team
• Supervised daily operations and sales functions to maximize revenue, customer satisfaction and employee productivity
• Developed new employees and on-going performance assessment of current employees
• Established performance and service goals and held associates accountable for individual performance
• Applied best practices in customer service, sales and employee management to exceed organizational goals

• Oversaw team of 15 customer representatives who interacted directly with clients to provide exceptional customer service.
• Accountable to all results and in charge of balancing daily activities of group to exceed business standards.
• Focused on creating positive environment
• Built strong interpersonal relationships by focusing on recognition and strengths .
• Responsible for developing bench strength and creating new leaders
• Aligning teams and direct reports to ensure differentiated customer experience.
• Eliminated inefficiencies by educating and training new employees on best practices and customer care procedures.
• Logged information from coaching sessions into internal database.