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Customer Service Manager

Jacksonville, FL
September 23, 2018

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Blynda B. Masters

**** ******* ****** **** – Jacksonville, FL – 32225 – 904-***-**** – -

Sr. Level Executive

Logistics ~ Relationship Management ~ Cost Control

Operations Logistics

Management Strategies

Process Analysis & Improvement

Project Planning/Development

Relationship Building

Effective Communication

Problem Resolution

Coaching/Mentoring Staff


Forward thinking leader with expertise in all facets of operations, sales, and process management. Critical thinker with highly transferable skill set and experience driving results and strong customer satisfaction. A practiced expert in developing, mentoring, and training associates to create high impact, cross functional teams.

Proficient at strategic planning, inventory, production, operations, creating efficiencies, financial management, and logistics for dynamic organizations. Critical thinker, accomplished at implementing best practices to advance the mission of the company. Track record of success developing, deploying and evaluating systems targeted at improving quality and efficiency, with advanced training in SAP.

Collaborative communicator focused on strengthening relationships and promoting synergy to drive cohesive, strategic operations. Talented at developing and leading high functioning teams to attain outcomes.

Career Progression

PIMD International/ValidRx Savannah, GA 2017 to present

Vice President & General Manager

Responsible for overseeing all aspects of day to day operations for a pharmaceutical wholesale business

Planned, coordinated and managed all business operations to achieve company goals.

Managed administrative, logistical, human resources, and accounting services to support company operations.

Responsible for hiring, training and oversight of all company personnel

Established and implemented SOP’s, policies and procedures and ensured compliance with all regulatory and governing bodies within the healthcare industry.

Responsible for inventory purchasing, pricing and all warehouse operations

Responsible for Operational P&L management

Worked with Sales to build and establish customer base identifying opportunities with new and existing customer base

Responsible for all state and federal license renewals and inspections

Oversight of customer representatives to ensure all customer inquiries were promptly and professionally addressed to ensure customer satisfaction.

Alliance life sciences Consulting Group Somerset, NJ 2016 to 2017

Associate Director/PROJECT MANAGER

Responsible for overseeing project management activities within the healthcare arena.

Ensured objectives were met in accordance with agreed upon contract and outlined activities.

Delegated responsibilities and design time schedules

Created and reviewed status reports during each operational phase

Prepared weekly project status reports for executive management

Collaborated with Business Analysts and Technical Analysts to ensure project and activities tracked to designated timelines and overall project goals and objectives

Identified potential risks and outlined mitigation plan

RANBAXY PHARMACEUTICALS, INC. ($2.2B) Jacksonville, FL 2014-2016

Facility Head and Director

Responsible for all areas of logistics, inventory, and oversight of staff.

Ensured all departmental operations followed JSOX compliance protocols

Evaluated operations and executed solutions to maximize utilization of staff, inventory, processes, procedures, and profitability.

Improved corporate resources and asset utilization utilizing SAP, streamlining business processes and sustaining competitiveness.

Oversight of facilities maintenance including management of 244,000 square foot office and warehouse space employing up to 58 employees.

Direct operations of facility, managing routine/non-routine matters, communicating goals and expectations to staff, executing routine review and revision of facility SOPs.

Assess and measure performance, diagnosing root cause and creating innovative solutions, communicating with associates and vendors for smooth and effective workflow.

Lead safety policy, initiatives, and processes to proactively identify and mitigate risks, ensuring compliance with Florida Department of Health, DEA, FDA and CTPAT agencies.

Maintain physical inventory with annual adjustments of less than 12K (.01%) in a $100MM on-hold inventory.

Key Accomplishments:

Established electronic reporting mechanism on DEA product movements and established Suspicious Order Monitoring (SOM) and reporting.

Established operational objectives and work plans and delegated assignments to subordinate managers

Improved security controls for DEA compliance by replacing analog cameras with digital IP cameras (internet protocols)

Implemented DQSA (Drug Safety Quality Act) protocols ensuring complete traceability of product within the supply chain as mandated by FDA.

Director, Customer Service & Contract/Chargebacks 2008-2014

Oversaw all areas of customer service, order management, rebate management and chargeback processes to sustain cost controls and maintain a seamless workflow. Directed all areas of department, including functional areas, vendor communications/interaction, workflows, and personnel.

Ensured all JSOX (Sarbanes-Oxley) compliance protocols were adhered to and departmental controls followed.

Monitor and control expenses, direct audits, and ensure observance of controls.

Create innovative ways to deliver service by managing utilization, improving cost, and maintaining quality performance.

Utilize strong knowledge of financial processes and management techniques to support the financial health of the business.

Analyze production levels to confirm ROI is consistently increased through maximizing utilization and improved financial controls.

Preserve corporate control systems to support a sustainable business environment.

Key Accomplishments:

Reduced order processing time from 4 days to under 24 hours by establishing real-time reporting and dashboard monitoring. (Order volume - $800.0MM to $1 Billion/26.5MM units)

Slashed manpower by 72% through effective process improvements and standardized automation.

Maintained highest industry vendor rating of 4 across all major wholesalers since 2008; big 3 Wholesalers - $140.0MM; top 5 chains - $330.0MM.

Reduced chargeback process time from 10+ days to 24 hours by increasing the frequency of data transmission between systems, escalating process delays across systems using enhanced workflows to reduce cost by approximately $240MM.

Significantly reduced customer calls by 80% by introducing customer access portal to track order status and provide up to date information.

Improved accruals and brought visibility on-product profitability during order entry by establishing rebate masters for customer contracts.

Introduced master data governance controls and improved communication with Sales Team on contract and rebate accuracy; achieved 99.9% accuracy on first time submission subsequently avoiding re-submissions and deductions.

Condensed return credit processing time from 60-90 days to under 15 days through automation of return pricing to improve customer service. Automation reduced revenue loss, deductions on A/R and manpower, brand and generic product returns saving $15.0MM/1.6MM units.

Established interface process with reverse logistic providers eliminating manual return processing and fees by wholesaler to pharmacy netting savings of $350K to $400K per year.

Associate Director, Customer Service & Contracts/Chargebacks 2000-2007

Launched customer service department for Ranbaxy US.

Implemented SAP for full order to invoice processing to include capturing rebates and processing of returns.

Mended and rebuilt company's reputation within the industry from "worse" to "first" within nine months.

Formed high functioning team by hiring, training, coaching, and mentoring staff, ensuring smooth transition for relocation from NJ to FL.

Developed and rolled out new policies and procedures generating structure and efficiency in the department.

Created master rebate and pricing protocols to maintain compliance and accuracy.

Partnered with sales, finance, warehouse, and accounting to support business goals and objectives.

Drove daily production activities with effective communication and leadership.

Identified internal control issues and delivered constructive recommendations to mitigate risks.

HMS Sales & Marketing (purchased by Ranbaxy 07/2000) Jacksonville, FL 1993-2000

Operations Manager

Collaborated with branded pharmaceutical companies to establish generic divisions for drugs with expiring patents.

Functioned as Project Manager for individual clients to identify and manage activities required to bring company and product to market, managing several clients and launch objectives simultaneously. Clients included: Merck, Rhone-Poulenc Rorer, Syntax Laboratories, Sandoz Pharmaceuticals, Schwarz Pharma, ICI Zeneca.

Advised clients on market and promotional strategies utilizing competitive knowledge, proposing and executing plans and activities.

Coordinated advertising and marketing campaigns for clients with selected agency.

Worked with states, formularies and pricing agencies to ensure product was appropriately listed and coded for reimbursement purposes.

Managed COT pricing communications to trade.

Education & Certificates


Bachelor of Science, Supervision & Management, Minor in Business


MBA Program, Concentration in Project management, currently enrolled

Diploma: ABA General Banking Program, AIB - American Institute of Banking, Albany, GA

Executive Training Program - Pharmaceutical Management: Rutgers Business School, Newark, NJ

Loan Officer Lending Program: NCNB National Bank, Tampa, FL

State of Florida Department of Health Licensed Certified Designated Representative. License # 8811467

Supply Chain Management Customer Service Operations Certification, CSCMP

Supply Chain Management Principles Certification, CSCMP

Supply Chain Management Warehouse Operations Certification, CSCMP

Supply Chain Inventory Management Certification, CSCMP

Management Practices Certification, University of North Florida

Advanced Knowledge in SAP SD Module; Intermediate knowledge in WMS and relevant Master Data

Proficient in Microsoft Word, Excel, PowerPoint, Outlook, QuickBooks, TraceTrackRx and Ultipro

Awards & Appreciation

“Global Appreciate” Award, 2011 (successful launch of Atorvastatin/Lipitor)

“Global Appreciate Special" Award in 2011

“Team Excellence” Award, 2009

Certificate of Appreciation, 2008, SAP Super User Training and Mentoring

Mentor in Ranbaxy Pharmaceuticals, Global Mentoring and Training Program

“Outstanding Contributor of the Year” Award, 1997 - 1998

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