VP Sales and Service
Resume:
Susan McDonnell
Algonquin IL 60102
***************@*****.***
I am a highly successful, self-motivated, business professional looking for a solid, strong company to manage individuals and build strong teams. I have lead and mentored successful sales and account management representatives, both internal and external. I have also managed and lead successful operational teams, developing and "Best Practice" initiatives and focusing on “the voice of the customer” throughout my career in many areas of healthcare. I have worked as a consultative executive for both startups and larger employers (three of my past positions were owned by the same individual). In many of my positions I have been requested by executive leadership and was successful in leading a variety of project teams: working with managers to roll out new products and services, increase service levels, and improve processes to increase revenues and flow, leading individuals through change, in a positive collaborative manor, empowering all levels of employees.
Mutare Health 04/2016-05/2017
Unified communication solutions and technologies that improve performance, writing software solutions that make businesses work smarter to streamline information access, speed transactions and encourage collaboration.
Vice President of Strategic Solutions
Responsible for the technology solutions healthcare product line “Vital Link”.
Member of the Executive Committee
Responsible for expansion and positioning of the Health Care product line
Fostered new and current healthcare channel opportunities
Developed marketing and use cases for promotion of products
Recommended strategic targeting and launched on line campaigns
Account development with existing customers
Served as SME for Healthcare
Cordant Health Solutions 01/2014 to 10/2015
Company of five laboratories and pharmacy’s across the United States, providing drug testing and health solutions to government, physicians’ offices, and health systems.
Vice President Client Services
Responsible for the management, oversight and consolidation of all areas of customer touch:
Oversight of 47 individuals in a matrix organization, after restructuring
Recommended and consolidated four independent Client Services departments across the country, to one national call center, improving customer response times
Developed centralized Specialty Pharmacy call center
Executive staff member chosen to lead the reconstruction of the billing department to improve collections and cash flow
Billing Client Service department realignment to enhance employee satisfaction and customer service for patient collections
Made recommendations for the Missing Information department. Streamlined and automated processes to improve billing outcomes and improve revenue streams
Designed Internal Sales Support to assist outside representatives with administrative services.
Designed Account Maintenance department to assist in account creation and maintenance
Responsible for the CRM “Hc1” and ongoing support
Directly managed 8 external Account Representatives servicing the current physician/clinic/hospital existing business
Forensic Fluids Laboratory 12/2012 to 12/2013
Specialized saliva laboratory drug testing for government, employer and physician offices.
Director of Therapeutic Drug Sales
Responsible for the creation and development of the Therapeutic sales team
Responsible for the Therapeutic national base business and 4 sales staff.
Drive the success of national sales team
Open new territory within Illinois and Wisconsin
Open networking channels with hospital systems to increase business
Pinpoint MD 01/2012 to 05/2012
Patient communication platform to assist physicians in the delivery of laboratory results, appointment reminders utilizing multimodal technology.
Vice President of Sales
Responsible for the launch of communication platform directly to the physician office and integrated Health Systems
Hired as a Healthcare consultant for 2 months prior to start date
Assisted in the branding and new marketing efforts including video presentation tool
Initiated design and format of “Zoho” CRM, for sales tracking
Implemented internal sales targeting efforts to identify qualified leads
Lead external sales efforts
Redesigned service strategy
Home Access Health Corporation
Research, Manufacturer and Laboratory of mail-in FDA approved home test kits for Infectious Disease, Cholesterol and Diabetes.
Director of Business Development
08/2007 to 12/2011
Developed the marketing and deployment of the micro-serum based home test kit for Cholesterol and Diabetes
Assisted in the branding and new marketing efforts for new product launch
Developed new channel markets within Wellness and HEDIS areas
Developed pricing strategies and design in client contracts
Started and maintained large “Salesforce” database
Responsible for business development and account management of product across the United States
Brought “Voice of the Customer” services internally and continue to work with operations to implement new service offerings
Trade show and conference responsibilities
Deliver training programs to customer representatives
Quest Diagnostics
National laboratory service provider to the physician, hospital, manage care and employer market
District Sales Manager
Responsible for overseeing 10 - 12 sales and service representatives while managing a base business of 44 million dollars
06/85 – 08-2007
05/98 - 08/2007
Named National Ambassador for Quest Diagnostics 2005, embracing change and personal development within the company
Developed Sales Associate manage care program, that increased base business
DSM chosen for launch to market, “Home Access” lipid testing kit
DSM chosen to promote Med Express Card
Lead sales force through Q-Suite conversion with minimal attrition
Assisted in the hiring, and trained four new district sales managers in 2004 – 2005
Managed 34+ reps and 150+ million dollars base business while new managers were being hired
Recipient of the 2002 Special recognition grant award for Company Ambassador
Winners Circle Top District sales manager 2001
DSM Challenger Award 2000
Lead district for transaction control green belt project, to improve billing revenues
Regional Sales Leader
06/96 - 05/98
Key role working with a consultant in the restructuring of the employer division nationwide
Mentored and coached 8 representatives across the Central region (MN, SD, ND, IL, IN, IA, KY, SC, NC) for the employer market, as well as maintained sales quota of $10,000 per month.
Number one National Employer Division Account Representative 1996 (Averaging $12,000 new sales per month)
Senior Sales Representative
01/94 - 06/96
Responsible for selling new business in both the employer and physician markets
Assisted in training and developing new representatives
Sales Representative
08/88 - 01/94
Industrial sales representative covering IL, WI and IN
Brought in the first national account for the Chicago business unit with 86 locations
Designed and implemented the first drug screen kit for Quest Diagnostics (formerly MetPath), to manage national accounts
Physician sales representative for the far Northwest territory. First representative to open the Freeport market and secure two additional Patient Service Centers in the Rockford market.
1990 Headed for the Future award, new sales of $70,368, 2/1 – 7/31
Sales representative of the quarter: Q2 1991, Q3
Sales Support Representative
10/87 - 08/88
Responsibilities of prospecting and obtaining occupational and physician businesses
Establish relationships and build base territory business
Client Service Representative
06/86 - 10/87
Servicing the needs of the base business via phone (Technical assistance, result delivery, additional services, problem resolution)
Technical Service Representative
06/85 - 06/86
Sort and transport specimens within laboratory
Specimen delivery problem resolution
Responsibilities of send out specimens, tracking, logging and airport delivery
EDUCATION:
Northern Illinois University - Biology
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