Zachary Dann

Takeda Pharmaceuticals

• Returned at a senior level to stabilize operations, standardize processes, and improve service consistency following organizational transition.
• Oversaw customer service operations for major distributors and specialty pharmacy clients. Delivered high-quality support and streamlined order management processes.
• Oversaw end-to-end order-to-cash (O2C) processes to enhance operational efficiency within a multi-billion-dollar U.S. portfolio.
• Coordinated efforts with Takeda logistics and 3PLs to maintain operational efficiency and address inventory discrepancies and shipping errors in a timely manner.
• Facilitated communication between digital commerce and DSCSA data teams to rectify EPCIS errors and ASN failures.
• Conducted comprehensive analysis of sales order inventory and billing data using SAP and Microsoft Excel, generating recurring and ad hoc reports for senior stakeholders.
• Facilitated effective collections by partnering with finance and accounts receivable teams. Identified and rectified billing variances, shipment discrepancies, and customer data issues to improve invoicing efficiency.
• Managed sales and inventory reporting to track new product launches, distributor performance, and supply constraints.

• Managed field inventory operations to ensure accurate stock levels and timely replenishment.
• Performed Excel-based analysis to support inventory reconciliations, audits, and executive reporting; investigated variances and coordinated corrective actions.
• Conducted regular audits of inventory systems, identifying discrepancies and recommending corrective actions.
• Implemented process improvements to enhance inventory tracking efficiency and accuracy.
• Implemented strategies to improve inventory efficiency and decrease write-offs, resulting in an increase of more than $500,000 in revenue.
• Developed training materials for new team members on best practices in inventory management.

• Analyzed customer feedback to identify trends and improve service quality.
• Role involved daily operations management for the Shire’s Customer Service team.
• Supported the fulfillment process via order placement, orders status inquires, shipping investigation, and sales reporting for U.S.
  based customers.
• Operated in a customer-oriented environment, promoting strong internal collaboration with sales and other cross-functional teams.
• Developed and implemented solutions to enhance customer support operations.
• Collaborated with cross-functional teams to resolve complex customer issues effectively.
• Trained new staff on best practices for customer interaction and system navigation.
• Resolved service questions with customers and documented all product/delivery failures as well as
  adverse events.
• Answered constant flow of customer calls with minimal wait times.
• Streamlined processes for improved efficiency, implementing new CRM systems and training protocols.

• Provided exceptional customer service by maintaining regulatory and product knowledge expertise.
• Implemented immediate resolution of client questions based upon the individual’s company requirements.
• Monitored changes in regulations, updating internal protocols as necessary to maintain compliance.
• Reviewed and analyzed policies to enhance regulatory compliance and operational efficiency.
• Provided guidance on best practices for risk management and mitigation strategies.
• Maintained consistent communication with the US DOT & FMCSA via verbal conversations and the
  use of FMCSA servers.
• Responsible for achieving new client annual sales quota of $150,000.