Vivian Friese

Achievements: Exceeded goals at 125% by leading 13 cross departmental trainings, developing 13 work flows and leading 5 projects in FY24. This successfully streamlined business processes to maximize efficiency after the organization’s migration to global system, SAP MDG and SAP S/4HANA.

• Work closely with integral stakeholders: Sales, Marketing, Accounting and all other O2C teams, to support our customers and business
• Manage pricing and contractual price activations, including GPO price partners and CRM price coding
• Performed audits, on demand reporting and analysis of Master Data and pricing
• Input, maintain, audit, and resolve discrepancies pertaining to all aspects of pricing
• Product table maintenance, analysis and resolution, including new product launches
• Master Data Governance – maintenance and analysis
• Testing in SAP ERP QA environment

Achievements: Developed an innovative process improvement to streamline automation in CRM for Sales. Remodeled the Merger and Acquisition business process. Within the 1st year, took over high-level workflows and trained 4 new associates.

• Customer Master Data, pricing and product table maintenance, governance and resolution
• CRM price coding for Sales Quotes, Sales Order Package Review to ensure accurate pricing for our customers
• M&A Lead, project management, EDI and GHX customer onboarding and management
• Lead and facilitate new hire training
• Cross-functional collaboration
• Evaluated customer needs and feedback to drive product and service improvements

Achievements: Within 60 days, chosen by management to collaborate on a company-wide Siemens Business Project. This project expanded global supply, distribution, sales and services for new product lines.

• Developed highly empathetic client relationships and earned reputation for exceeding service standard goals
• Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings
• Enhanced productivity levels by anticipating needs and delivering outstanding support.
• Delivered exceptional customer service by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
• Work with Operational Teams to develop more efficient processes with minimal impact to our customers

Achievements: Within 1st year, appointed to manage the relationship with our largest distributor, McKesson, to renew 3,000 + standing orders. I received 50+ Manager Recognitions within first 15 months.

• Advanced level of service and a resource for our customers with purpose, excellence and a sense of urgency
• Responded to customer requests for products, services, and company information
• Mentor and train new Customer Service Representatives on Five9, Zendesk, SAP and other systems
• Lead for higher-level escalations and resolution for our large accounts
• Manage communication and relationships with a cross-functional focus for internal and external customers

Achievements: Within 10 months, recognized as top performer in the Region for exceeding quotas, customer service and meeting KPI budget and sales goals. Resolved outstanding medical accounts receivable at a rate of 40.32% higher than the rest of the Region.

• Management of office personnel including staff scheduling, administrative policies and procedures
• Relationship building with patients, healthcare organizations, health insurance representatives
• Patient scheduling in EMR NextGen, patient education, analyzing sales trends, KPI reports
• New employee onboarding and training, I-9, E-Verify
• Accounts receivable, insurance verifications, prior authorizations

Achievements: Within 1st year, acquired business accreditation through a tedious process of quality rating and improvement standards with INCCRRA. Remodeled an employee training and development program to achieve 100% compliance with state and corporate regulations, Licensing and Health Department codes.

• Managed a team of 30+ employees
• Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement
• Employee onboarding, I-9, E-Verify, time sheet review/approval
• Directed Health, Safety and Policy compliance, all staff training and team meetings
• Defined clear targets and objectives and communicated to other team members
• Acquired new clients for the business
• Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty
• Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success
• Managed Social Media Marketing, Website Editing, Promotional and Community Events
• Diversity and Inclusion Liaison for our division of 8 states on the National Level Employee Advisory Group

Achievement: Recognized as # 1 performer across Colorado, for maintaining the highest rate of client compliance, under Governor's Child Welfare Plan.

• Developed and maintained relationships with community organizations, and medical practices
• Facilitated outreach activities to build awareness
• Conducted weekly home visits to assess conditions
• Provided in-home parent education utilizing an evidence-based program to at-risk families
• Maintained records of client care by documenting visits and preparing evaluation reports
• Expanded and fostered partnership with DHS to increase referrals for prevention services
• Maintained active, full client caseload and maximized outreach and marketing efforts