Customer Service Manager

ROBERT DEFEO

** ******** ***** • Hawthorne, NJ • 07506

201-***-**** • ***********@*****.***

SUMMARY

Senior customer service and operations professional with a proven track record of team leadership and

success in managing and delivering on the company’s goals and objectives. A persuasive and motivational

manager, skilled at reducing costs, enhancing customer service while continually improving processes. My # 1

goal is to make customer satisfaction a point of differentiation.

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Customer Focused & Results Driven Maximize Operational Efficiency

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Collaborative Management Style Analytical Problem Solving

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Passion for Leadership and Coaching Financial Planning, Budgeting & Forecasting

PROFESSIONAL EXPERIENCE

EXPRESS SCRIPTS (formerly Medco Health Solutions), Franklin Lakes, NJ 2000 – 2013

Pharmacy Benefit Management Services

Senior Manager, Pharmacy Customer Support 2008 – 2013

Managed 4 pharmacy support analysts, to provide customer service to retail pharmacies on all financial

remittance issues. Motivated, coached, and directed the team to deliver cost efficient solutions for our customers.

Mentored team through Express Scripts acquisition, helping team to manage stress while staying focused and

motivated.

• Collaborated with Express Scripts team to integrate Express Scripts pharmacies into the legacy Medco

systems. Accountable for the system setup, testing and delivery, minimizing the interruption to the daily

operations in the pharmacies. Exceeded target with 95% of the pharmacies set up.

• Successfully tested and transitioned over 7,000 of our pharmacies to the new NCPDP 5010 standard. Project

was in support of the 2012 NCPDP industry processing standards, requiring pharmacies to transition from the

old standards to the new version. My role was to lead and manage a cross functional team who handled the

communications, setup and testing with the pharmacies.

• Developed a new negative balance report with accounts receivable. The report is used by the analysts to

answer retail pharmacy questions related to negative balance and to explain the SOP changes that were

made in 2011. The team can now respond to the pharmacies within hours, which represents an 80%

improvement over previous standards.

• Managed all retail pharmacy out bound calling campaigns working with our outsourced third party vendor.

Created the campaign SOP, trained participants and mentored the supervisor, setting the goals and

expectations for the project. Compiled and streamlined all call data statistics. Created and presented reports

to management.

• Created several call volume reports that were used as a tool for Vendor Relations team management in

triaging pharmacy issues and process improvements. Reports played a key role in assisting management in

making sound staffing decisions.

Senior Manager, Learning & Performance Improvement 2000 – 2008

Developed the first ever comprehensive corporate training plan, which combined the goals of corporate with the

needs of the field offices, insuring consistent execution and delivery of customer service and pharmacy training.

Established myself as the Learning Management (LMS) System SME, mentoring the site administrators on how to

efficiently utilize and increase participant knowledge.

• Developed an overall training plan for the call center and pharmacy training, coordinating the training goals of

the company with field operations. Using persuasive leadership, I gained cooperation and compliance from

the training managers at the 5 call centers and 6 pharmacy organizations in support of the process change.

• Collaborated with the field workforce planning teams to build into their site plans dedicated off phone training

time to support the corporate training goals. Established a weekly planning call dedicated to off phone

training, which allowed all parties to have input in an open and collaborative forum.

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• Participated on the corporate team’s project to transition the new hire training from a 100% instructor led

program to a blended learning strategy. Compiled and reported all statistics during core training team

meeting. Training time was reduced from 6.5 weeks to 4 weeks resulting in annual savings of over $1.0M.

• Member of a cross functional team that coordinated the upgrade of the LMS for the entire corporation.

Developed SME knowledge of the LMS for courses, classes and curricula, as well as the employee structure

of division, orgs and audiences. Project budget was $250,000, with an annual licensing expense of over

$100,000. I was the key liaison between the field training team and the corporate LMS team, triaging issues

such as connectivity to system, missing course listings and situations with employee data integrity. LMS

project was launched successfully with no lost training time.

• Designed training metrics to support and measure the effectiveness of training. Key measures included the

overall progress of training, the investment cost per student and per class, as well as improvement against

SOP where applicable.

• Led the January Non Traditional call center project for 3 years in the corporate facility. Responsible for

coordinating all the training and production schedules, working with site services to ensure the rooms were

available and ready, and supporting the trainers and floor support logistics during the duration of the project.

The 3 years savings was over $1.5M.

BASF (American Cyanamid Company), Parsippany, NJ 1997 – 2000

Agriculture Chemicals Sales and Distribution

Manager Domestic Supply Chain Fleet and Customer Service

Managed 1 fleet analyst with a fleet consisting of 600 vehicles with an annual budget of $6M. Responsible for

negotiations with vendors (fleet leasing and vehicle manufacturers), as well as the implementation and

administration of department programs. Process improvement efforts included introducing a bid process which

leveraged vendor relationships and drove cost savings.

• Mentored fleet analyst to convert vehicle ordering from a 100% manual process to an online vehicle

acquisition process. Developed vehicle templates which reinforced vehicle policies and reduced errors.

• Responsible for overseeing the daily operations of the customer serice supply chain team including

management and leadership of 12 logistics analysts. Involved with the order processing and distribution

planning for over 50 product families and 200 SKU’s, and inventory control for an $800M business.

PREVIOUS EMPLOYMENT

GE CAPITAL FLEET SERVICES, Glen Rock, NJ 1995 – 1997

Account Manager

AMERICAN CYANAMID CO., Wayne, NJ 1980 - 1995

Fleet Manager

ASSOCIATIONS

National Association of Fleet Administrators – NJ Chapter Chairperson and National Committee Member

EDUCATION

MBA Finance, Seton Hall University, South Orange, NJ

BA Accounting, William Paterson University, Wayne, NJ

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