Tynisha Johnson
US, Site Services, North America Call Center Deputy Director at Sanofi Pasteur Vaccine Pharmaceuticals
Blakeslee, PA
Demonstrates strong managerial leadership skills to maintain collaborative working relationships, throughout the organization to ensure a positive and productive work environment. Ability to develop and implement strategies for internal and external customers. Able to maintain and cultivate customers and vendors relationships to secure competitive contracts and meet company goals. Experience in process mapping, project management, strategic and tactical planning, customer service, purchasing, inventory control, budgeting, supply chain logistics, vendor auditablilty and accountability with a reputation for dedication and outstanding service.
Work Experience
US, Site Services, North America Call Center Deputy Director
2007 to Present
Swiftwater, PA
US, Site Services, North America Call Center Deputy Director
• Responsible for fiscal responsibility managing of the Call Center budget. This includes knowledge of total payroll, cost reduction opportunities, and expense control. In addition, was responsible for taking action to bring labor costs in line with business operating models. Demonstrates sound fiscal management in achieving established financial goals for internal and external employees.
• Effectively designed and implemented an North American Call Center which is the first line of communication for both internal and external customers. The Call Center provides support to the following areas: Plaint Maintenance, Operational Services, Metrology, Facilities, Client Services, Global Security, Transportation, Logistics, Health and Safety, and Engineering.
• Accountable for the management of a department and functional group through subordinate supervisors/managers and for all personnel issues including selection, termination, performance appraisal and professional development of subordinates. Responsible for working with workforce manager and staff to ensure that staffing models and productivity are aligned with business objectives.
• Responsible for implementation of all new process changes to any existing programs, including ensuring communication to staff and management prior to implementations. Responsible for operating systems, policies and procedures within the site including development, implementation, and continual improvement of processes to best achieve overall business goals.
• Manage the day-to-day operation to ensure that all contractual obligations with clients are met. This would include Service Level Agreements, Average Speeds of Answer and Net Abandon Percentages. In addition, would be responsible for ensuring quality performance to all customers of all clients as measured by subjective standards established by client. Provides accurate metrics and pertinent data to Vice President for use in strategic and tactical planning.
• Interacts with clients on a daily basis to discuss program efficiency, performance, issues and resolutions. Participates in quarterly reviews with clients as necessary to discuss Call Center performance. Hosts client visits and tours of the Call Center. Participates in call monitoring sessions with clients to ensure and achieve superior quality and customer satisfaction. Contributes to RFPs and AEDd as well as presentations for prospective, new, and existing clients.
Customer Operations Manager/ Sales & Marketing
2004 to 2007
• Wholly responsible for day-to-day operations, including staff supervision, purchasing, inventory, budgeting, customer service, sample accountability and federal / state contracts.
• Managed customer service department processing $2.5 million in monthly orders. Trained and supervised a staff of 12 Customer Service Representatives.
• Managing the Sample Accountability to ensure that Odyssey remains compliant to the Prescription Drug Marketing Act of 1999 in its entirety.
• Responsible for maintaining the systems and supporting the procedures, policies, and best practices that were developed to allow for the legal and efficient delivery of product samples to sales force and customer base.
• Responsible for the annual sales force inventory reconciliation, sales force sample procedure training, and auditing functions.
• Negotiated and finalized long-term contractual agreements with suppliers on behalf of clients. Oversaw all aspects of transactions, including letters of credit, international financing, preparation of import/export documentation, and shipping/freight.
• Manage contracts proposal preparation activities, pricing support, and cost analysis functions for wholesalers, vendors and other third party companies.
• Assist with negotiations for contract and subcontract awards, teaming and non-disclosure agreements, modifications, and related documents.
• Responsible for approvals of shipping errors, distribution issues, pricing ship status, bulk availability, inventory release, monthly promotions for new products throughout Sales and Marketing Dept, run daily and monthly, inventory, Sales Representative reports.
• Enhance the Material Safety Data Sheets for all brand products for Regulatory Affairs.
• Process and Open Credit applications for new Vendors and Pharmaceutical Wholesalers, Hospitals and Universities throughout and outside the US.
Sr. Customer Service Manager
2000 to 2004
Parsippany, NJ
Merck-Medco Managed Care, L.L.C.
Sr. Customer Service Manager
• Serves as liaison with other departments and other customer service reps to alleviate and attend to customers and clients needs regarding their prescription benefit plan within an inbound and outbound call center.
• Handling all escalated issues regarding customers accounts such as past due and delinquent balances as well as complaints issues. Maintain that all customers accounts are up to date and are accurate for monthly and quarterly billing cycle.
• Provides assignment, instruction within billing, correction and the refill department and supervision to other staff members to maintain that they provide the excellence of all service to members.
• Supervises the maintenance of essential records and files are kept confidentially according to HIPPA.
Business Administrator
1994 to 2000
• Planned and assigned work to divisional units and evaluated employees performance and conduct, enabling the effective recommendation of hiring, firing, promoting and disciplining employee.
• Assisted in drafting and executing proposed contracts, agreements and certification of funds for various projects.
• Established and supervised the preparation of statistical and other reports containing findings, conclusions and recommendations of legislation, and executive orders prepared for Administrative Officers and Counsel.
• Administered budgets in excess of Three Million Dollars. Prepared, reviewed and executed budget revisions.
Education
Masters in Global Organizational Management
2009 to Present
Bachelor in Arts
2002 to 2006
Liberal Arts
2000 to 2002
Additional Information
COMPUTER SKILLS
Microsoft Office, Lotus, Excel, Power Point, Prism/ AS400, JD Edwards, Retail Link, Cognos, Quick View Pharma, Kronos, Track Wise, Documentum, SAP w/GUIxt, System Galaxy, E-Shopping (Ariba), Honeywell, Collective Fleet Management, Ethic Point, TopShop, eCenterone, eWork order
