Customer Service Manager

JAMES W. HANEY, III "WHIT"

*** ******* ***** . ***********, ***** Carolina 28590

252-***-**** . *********@***.***

PHARMACIST . PHARMACY MANAGER

Dedicated pharmacist with extensive experience transforming new,

struggling, and existing pharmacies into neighborhood-preferred stores and

market leaders spanning from single and/or privately-owned stores to top

company districts in major national pharmacy chain. Creates pharmacies

focused on customers and excellence via high-impact strategic plans,

change, and improvements. Maximizes script volumes and profitability by

identifying revenue-generating and cost-saving opportunities. Maintains

superior quality, accuracy, and compliance through development of robust

policies, procedures, and best practices. Recruits, builds, and manages

high-performance teams and loyal customer and referral bases by cultivating

strong relationships, lines of communication, and levels of trust among

patients, physicians, and colleagues.

Pharmacy Management . Multi-Store & District Supervision . Customer Service

& Operational Excellence

Startups . Turnarounds . Acquisitions . Business Development . Profit &

Performance Optimization

Customer Engagement & Retention . Team Building & Motivating . Training &

Development . Compliance

PROFESSIONAL EXPERIENCE

CVS / CAREMARK CORP., Greenville, Winterville, Raleigh & Durham, NC .

11/1995 - Present

Nationwide retail pharmacy chain and pharmacy benefit manager.

Regional Support Pharmacist . 5/2012 - Present

Provide full range of support for pharmacies throughout district including,

but not limited to, turnarounds, change management, optimization,

recruitment, training, and development.

Achievements:

Turned around troubled store, stepping in as PIC, driving customer-focused

change, introducing new management approach, and motivating previously

reluctant pharmacist to advance to manager.

Eliminated long-standing and potentially dangerous loophole in state

legislation on controlled substances, partnering with legislator to amend

law to mandate expiration date on C-II prescriptions.

Maintained smooth pharmacy operations and seamless transition to new

manager, serving as temporary Pharmacy Manager for 60 days.

Pharmacy Supervisor . 8/2006 - 4/2012

Oversaw all aspects of operations of 18 pharmacies in northeastern North

Carolina including, but not limited to, regulatory compliance, pharmacy

standards, policies, procedures, training, and QC. Provided professional,

development, and technical guidance and support for pharmacists. Drove

ongoing optimization of inventory, process flow, communication, sales, and

profits. Managed marketing program including patient counseling, doctor

detailing, patient recruiting, 3rd party marketing, levels of generic

substitutions, pricing structures, and in-store screening programs.

Communicated corporate programs. Identified opportunities for pharmacy

acquisitions. Recruited pharmacists and new graduates.

Achievements:

Transformed struggling district comprised of 18 pharmacies into #1 in

region out of 40, and 1 of top in company, training, mentoring, and guiding

pharmacists to achieve corporate goals.

Improved performance of 3 subpar stores in Greenville, holding off-hours

team building and root-case analysis meeting to identify and mitigate lack

of skills vs. lack of will.

Elevated district to #1 out of 50 in area for medication management,

spearheading roll-out, assigning task leaders, and coordinating team effort

to scrutinize and understand all aspects of program.

Earned district reputation as companywide model of excellence, garnering

attention from lead managers of medication management program, and

effectively demonstrating district's secrets to success.

JAMES W. HANEY, III "WHIT" . Page 2 . *********@***.***

Pharmacist . 11/1995 - 8/2006

Led all aspects of pharmacy team operations in multiple stores throughout

state including, but not limited to medication dispensing, compliance,

patient and physician consulting, turnarounds, start-ups, acquisitions,

team building, and training.

Achievements:

Handpicked 2 times as district paragon in Raleigh Durham due to superior

pharmacy management.

Revamped struggling store in low-income area, successfully doubling

prescription volumes, and increasing profit and customer satisfaction;

store successfully sold for double projected amount.

Outperformed budget goals by 30% for filling scripts, capitalizing on poor

customer service of other local chains, and effectively engaging and

retaining customers.

Opened, managed, and exceeded expectations of new store aiming to fill

1,500 prescriptions per week, growing customer base to fill ~2,000 weekly

scripts, despite opening of other new chain stores in area.

Played major role in successful system conversion projects with acquired

companies, engaging, training, and sharing best practices with acquired

teams; teams exceeded all expectations.

PHARMACY SOLUTIONS LLC, Raleigh, NC . 1/1995 - 9/1995

Startup managed care pharmacy.

Chief Operating Officer & Sales Director

Coordinated all aspects of daily operations, while formulating and

executing strategic plans to grow new and existing accounts. Interfaced

with Triangle Hospice. Participated actively in policy meetings.

Achievements:

Merged 2 small managed care operations seamlessly, while retaining 100% of

business.

Grew account base, identifying, cold-calling, and acquiring new business

with small rest homes.

CRABTREE PHARMACY, INC., Durham, NC . 4/1989 - 9/1995

Retail drug store with full service food counter; additionally managed

territory for Afassco Industrial OSHA First Aid via field sales force.

Owner & Pharmacist

Strategized and ran all aspects of pharmacy, store, food service

operations, and OSHA-approved industrial first aid territory including

sales, compliance, and customer service.

Achievements:

Achieved successful turnaround of failed business with limited budget,

growing revenue exponentially from $30K to $130K annually in aggressive

nationwide market by recruiting and investing in high-caliber personnel and

equipment, and establishing focus on customer service and relationship

building.

Increased revenue per food item sold, minimized costs, and maintained 65%

margin and maximum quality, expanding menu variety, while streamlining

preparation and offerings.

Mitigated cultural tension in area with diverse demographics, expanding on

neighborly theme developed by owner in 1904, and taking and hanging

pictures of clientele to promote pharmacy's diversity.

EDUCATION & CERTIFICATION

MBA, University of North Carolina at Chapel Hill, Chapel Hill, NC

BS in Pharmacy, Medical University of South Carolina, Charleston, SC

BA in Chemistry, The Citadel, The Military College of South Carolina,

Charleston, SC

Certified Pharmacist Immunizer . Certified Pharmacy Preceptor

Member: Justus-Warren Heart Disease and Stroke Prevention Task Force

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